Operations Manager

Job Title: Operations Manager

Fitness & Probity Classification:  CF3, CF4 & CF5

Role Type: Permanent, Full Time
Position Reports To: Head of Operations Department 
Department: Operations Department
Location: AGL Head Office, Maple House, Temple Road, Blackrock, Co. Dublin

Main Purpose of the Job:

Pipeline Management & Processing:

• Lead the intake and review of new applications including applicable documentation to support AML and KYC
• Communicate with customers and brokers where additional information / documentation is required
• Approve and process applications in accordance with product rules, regulatory requirements, industry standards and company's processes and procedures
• Manage the transfer in process to ensure the smooth processing of funds

Policy Management & Processing:

• Develop and implement standard operating procedures (SOPs) for policy administration to ensure consistency and accuracy
• Customer change request intake and processing
• Monitoring and reviewing of broker and customer policy change requests
• Policy change execution in accordance with regulatory requirements, industry standards and company's processes and procedures
• Policy withdrawals management for vested PRSA and ARF

Claims Processing Management:  

• Oversee the entire claims process from initial notification to final processing
• Ensure claims are processed efficiently and in accordance with company policies, procedures, and regulatory requirements.
• Govern and process policy exit requests which include but are not limited to policy completions, cooling off exits, transfer out, deceased estate and dormant policies
• Manage the transition of policies from pre-retirement to post-retirement
• Coordinate with other departments, such as Legal, Compliance, Finance and Commercial to resolve claims-related matters

Client Relationship & Stakeholder Management:

• Develop, maintain, and effectively manage communications with customers and brokers throughout the application and policy lifecycle
• Act as provider liaison with customer and brokers
• Maintain a high level of customer service by ensuring that all customer and broker interactions are handled proactively, promptly and professionally and within agreed service levels
• Establish and maintain collaboration with Chief Commercial Officer and internal cross functional teams
• Escalate any AML or other compliance matters to the Compliance team

Data Analysis & Reporting:  

• Prepare reports on in-force policies and pipeline activity
• Analyse data to identify trends and opportunities and collaborate with all business areas to drive process improvement and business growth

Operational Excellence:

• Leverage deep operations and industry knowledge to implement change, adopt best practices and drive continuous improvement and operational efficiency.
• Lead initiatives to define and improve the processes, including the adoption of new technologies or methodologies.
• Stay informed about Industry developments, regulatory changes and best practices.

Key Performance Measures:

• Processing of applications, claims and policy changes within agreed SLAs and KPIs
• Management of relevant escalations to internal and external stakeholders within agreed timeframe.
• Establishing and maintaining excellent customer and broker relations to ensure high customer satisfaction.
• Adherence to regulatory requirements, industry standards and company policies
• Lead initiatives for process improvements and demonstrate operational excellence

Decision-Making Authority: As delegated by the Head of Operations

Key Customers:
Internal:

• Allianz Global Life staff
• Allianz Global Life Senior Management
• Compliance Department
• Commercial Department
• Product Department
• Finance Department
• Other Operation Departments

External:

• Customers
• Brokers
• External Service Providers

Business Competencies:
Education and Qualifications:

• Bachelor’s Degree in Business or related Financial services field preferred.
• Must meet Minimum Competency qualifications set under CBI requirements such as QFA, Accredited Product Advisor, Accredited Product Professional Certificate in Personal Financial Planning or a Member, Associate or Fellow of the Irish Institute of Pensions Management.

Professional Competence:

• Minimum of 5 years of experience within the Insurance Industry (preferable Life and Pensions)

Product & Technical Knowledge:

• In-depth understanding of Investment, Unit Linked, Pension and Protection Products
• Sound understanding of IT to optimise Policy Administration tool with internal / external Service Providers.
• Knowhow of UI / UX journeys to ongoing optimise to latest market standard.

Management: Ability to influence others and manage different stakeholders

Commercial Awareness:

• Proven track record in previous role executing Operations Strategy in Irish Insurance Market
• Ability to identify areas for improvements and provide a customer focused solution
• Proficiency in fraud prevention techniques

Personal Competencies:
Personal Impact:

• Results-focused.
• Ability to work effectively in a dynamic team environment.

• Leadership & Accountability.
• High level of integrity and professionalism.
• Customer-focused.

Intellectual Effectiveness:

• Strategic thinker.
• Adaptability to changing market & company needs.
• Emotional intelligence.
• Collaboration.
• Diversity awareness with a global mindset.

Communication:

• Excellent verbal & written communication skills.
• Strong presentation skills, delivering propositions and key messages to clients & other internal & external partners.
• Strong communication, negotiation, and interpersonal skills.

Stakeholder Management:

• Track record of managing both internal & external stakeholders.
• Build & maintain relationships with key influencers.
• Engage & communicate.
• Manage expectations, monitor & adapt.
• Stakeholder mapping for key clients.

Fitness & Probity:

• Conduct to be honest, ethical, and act with integrity – demonstrate honesty and integrity at all times.
• Demonstrate financial soundness.

Allianz Global Life DAC is an equal opportunity employer and welcomes applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability, sexual orientation, or any other protected characteristic. We welcome diversity of thinking as it is an important part of our company culture.