Customer Operations Director

A rare opportunity has arisen for an accomplished Head of Customer Operations to join a leading insurer in the Irish market. This key role is designed for an experienced professional who thrives on delivering operational excellence, driving strategic change, and ensuring regulatory compliance within the insurance sector.

What you'll do:

As Head of Customer Operations, you will play an instrumental role in managing the day-to-day internal workings of the insurance business. You will be a key member of the executive management team overseeing critical functions such as policy administration, claims management, income collection and operational resilience.

You will:

• Oversee all internal operations within the insurance division, ensuring efficient delivery of services across policy administration, claims processing, income collection, and credit control while maintaining high standards of customer advocacy.
• Partner with executive colleagues to develop and execute organisational strategies that align with both budgetary constraints and medium-to-long term objectives.
• Design and refine organisational structures and processes to maximise operational efficiency, embedding a culture of continuous improvement throughout the business.
• Lead initiatives to optimise claims management procedures, always placing customer needs at the forefront of decision-making.
• Manage the outsourcing framework by supervising all third-party arrangements, including intragroup partnerships, ensuring robust oversight through dedicated forums.
• Ensure timely premium collection in accordance with contractual agreements while upholding rigorous standards in credit control and financial discipline.
• Monitor all operational activities to guarantee adherence to agreed service levels as well as full compliance with regulatory requirements.
• Drive strategically focused process improvement projects that deliver value for money and elevate member experiences across all touchpoints.
• Foster positive engagement within operational teams by promoting professional development opportunities and ensuring all colleagues possess the necessary skills to excel in their roles.
• Implement an effective operational resilience framework encompassing business continuity planning for the entire group.

What you bring:

The ideal candidate for Head of Customer Operations brings extensive experience from senior roles within insurance or related financial services sectors. You will demonstrate:

• An established track record at a senior management level within financial services ( insurance is preferable) complemented by a third-level qualification in a relevant business discipline
• Comprehensive understanding of insurance products coupled with deep familiarity with financial services regulations is required to navigate complex compliance landscapes.
• Demonstrated success operating within regulated environments, including direct engagement with board-level stakeholders and external regulators
• Experience negotiating with internal teams as well as external partners ensures smooth collaboration across diverse stakeholder groups.
• Expertise in managing large-scale budgets underpins sound financial stewardship within this multifaceted role.
• A history of guiding organisations through major transformation projects highlights your adaptability and forward-thinking approach.
• Strong commercial awareness combined with advanced financial acumen supports informed decision-making at every level.

What's next:

If you are ready to take on a transformative leadership role where your expertise will shape the future of customer operations in Ireland’s insurance sector, please get in touch.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates