French Policy Management Team Leader

FRENCH POLICY MANAGEMENT TEAM LEADER

Location: Dublin

Our client is a global insurance company located in Dublin who is looking for French Policy Management Team Leader to join its growing Medical Services department.

The Role

The Role of the team leader is to lead and motivate the team while monitoring performance and maintaining a consistent focus on quality of service to ensure maximum customer satisfaction and deliverance of SLA`s.

Responsibilities

• Lead, manage, develop and motivate direct reporting staff through regular team and individual meetings.
• Carry out monthly individual performance management in order to maintain and improve productivity and quality.
• Provide individual development and coaching.
• Plan work schedules and priortise workload to meet client SLA`s and deadlines set.
• Ensure that each team member consistently meets service standards.
• Maintain a robust quality checking process for your area, reporting weekly on quality standards & ensure feedback delivered to the team.
• Monitor and review processes and procedures, including systems processes, and recommend the necessary enhancements when required.
• Work very closely with team members to solve customer problems
• Promote high Customer Service and Quality ethos on the team and in the company as appropriate.
• Liaise with other departments, brokers, Relationship Managers and Regional Sales Managers on a regular basis.
• Deal with escalated queries and complaints promptly and effectively, and ensure the Supervisor/Manager is kept updated at all times.
• Training & Development of staff, work with department trainer to provide an effective training programme for existing staff and new team members.
• Take part in projects when required, review documentation were applicable, research information relating to your area and provide feedback.
• Work on ad hoc tasks as and when required.
• Responsibility for Health, Safety and Welfare within team (please refer to the Company`s Safety Statement for full list of responsibilities)
• Contribute to robust recruitment and selection process of the front line.
• Compile weekly reports on team`s performance and customer feedback.
• Communicate and act as a focal point of dissemination of information from management to team and vice versa.

Experience Required

• People management experience
• Experience in a customer and quality focused environment, producing accurate work within team turnaround times
• Strong Knowledge of Microsoft Office (Excel, Word)
• Fluency in English & French

Behavioural Values

• Customer focused
• Strong communication (verbal & written)
• Ability to work effectively within a team environment
• Honesty and Integrity
• Excellent leadership qualities and ability to delegate effectively
• Ability to motivate others
• Ability to prioritise workload and manage time effectively
• Ability to work well under pressure

Benefits

• Competitive remuneration
• Healthcare
• Pension
• Life & disability
• Travel subsidy
• Discounts on home and car insurance, sports & social club
• Support for professional studies