Operations Team Leader France H/F

Job description

Détail de l'offre

Informations générales

Entité

Crédit Agricole Assurances est au premier rang des assureurs français et européens*. Son modèle ? Celui d'un bancassureur multi-expert, solide, performant, proche de ses clients, capable de couvrir l'ensemble des besoins de protection et d'épargne des particuliers, des agriculteurs, des professionnels et des entreprises. Nous accompagnons nos clients à chaque instant de leur vie à travers nos trois grands métiers : l'épargne/retraite - l'assurance dommage – la prévoyance/emprunteur.
Depuis plus de 30 ans, le Groupe Crédit Agricole Assurances s'est construit autour de la volonté d'être un assureur complet, diversifié et international au service de ses partenaires, notamment les Caisses Régionales et LCL en phase avec le positionnement et les valeurs de banque universelle de proximité du Groupe Crédit Agricole.
Le Groupe CA Assurances représente 4200 collaborateurs dont 3500 sont basés en France.
3ème acteur français en assurance des emprunteurs (ADE) et 4ème spécialiste européen sur ce marché, nous proposons une gamme complète de produits et de services de protection financière à une trentaine de partenaires : banques de détail et sociétés de financement spécialisées en France et en Europe. Notre plateforme de gestion paneuropéenne pour nos partenaires en Libre Prestation de Services est basée à Dublin et compte 120 collaborateurs.
*données à fin 2015.  

Référence

2018-27709  

Date de parution

27/04/2018

Description du poste

Type de métier

Assurances

Type de contrat

CDI

Date prévue de prise de fonction

05/03/2018

Poste avec management

Oui

Missions

Claims management
- To manage & forecast claims volumes
- To manage staff resources
- To participate to workforce management meetings & to follow the Departmental guidelines
- To ensure claims turnaround times are respected
- To ensure that claims are correctly processed
- To be fully familiar with & be able to train your team on the reinsurance schemes

Partner management
-To actively participate to partnership(s) management
- To work closely with Business Development team, ensuring they are kept informed
- To be fully aware of the strategic plans of your partners
- To hold regular onsite meetings with your partners

Third Party Administrator (TPA) management
- To actively manage the TPAs
- To monitor and control SLAs, quality indicators, and give regular feedback
- To organise regular training sessions with TPAs
- To ensure that staff are trained to regulatory guidelines of the Central Bank of Ireland and local regulatory guidelines
- To hold regular onsite meetings with TPAs to have a complete knowledge of strengths and areas for improvement

Monitor, manage and lead Operations Business Support Analyst
- To monitor & manage payment reporting
- To provide support & create reporting for various committees and as requested by Operations
- To provide support in system development by partaking in the system development projects
- Provision of training to internal & external trainees and TPAs
- The process optimisation by reviewing processes, identifying areas for improvement & understand business needs, developing testing methodology
- To participate in Operations Projects

People First
- To develop & coach our staff to reach their potential within CACI
- To identify with your team individually their strengths & their areas for improvement
- To identify the teams' individual talents and abilities
- To coach and encourage staff to enhance their professional insurance qualifications

Customer management
- To own the customer contact and continually improve all aspects of the customer contact
- To participate to projects which will innovate the customer experience
- To escalate any sensitive cases internally
- To work closely with the complaints team

Communication
- To communicate on the teams' work, successes, process improvement & innovations
- To actively participate to claims management & operations fora

Process improvement
- To question, challenge & improve business processes through an innovative approach
- To discuss & validate all process improvements with the French operation team management in Lille
- To enhance the working relations at Team Leader level across the company and ensure sharing of best practice through various for and tools

Localisation du poste

Zone géographique

Europe, Irlande

Ville

Dublin

Desired profile

Critères candidat

Niveau d'études minimum

Bac + 3 / L3

Formation / Spécialisation

Have a very good understanding of the insurance business and ideally undertaken some III (Insurance Institute of Ireland) exams

Niveau d'expérience minimum

3 - 5 ans

Expérience

Experience of leading and developing a team desirable 
Operational experience and the ability to lead a team modelling our values

Compétences recherchées

Fluency in English and in French
Strong communication skillls 
Strong customer service skills
Proven ability to plan and prioritise work

Langues

English and French mandatory