Unit Leader - Allianz Direct

Job description

Allianz plc

Quality Unit Leader

 

The Opportunity

We are proud to be one of the most trusted insurance and asset management companies, with a workforce as diverse as the world itself. As the trusted insurance partner to over 700,000 customers across Ireland, we have built a brand based on trust, integrity and outstanding customer service for over 100 years. As an employer, we truly care for our employees and their individual needs and aspirations. With this in mind we have tailored our work approach to ensure you the flexibility and support needed to excel in your new role.

 

We strive to deliver fantastic customer experiences through innovative thinking, state of the art technology, excellent training, outstanding customer service, real dedication and team work. Our people have a commitment to excellence and a willingness to face new and exciting challenges. During the initial onboarding period, you will be given extensive training in the office. While the role is officially based in Elm Park, Dublin 4, the team work a hybrid working model.

 

Our Service Excellence team are an important part of our business, and support our Customer Service and Sales colleagues by monitoring adherence to relevant regulations and KPI’s, identifying and tracking trends, and by collaborating with colleagues across the business to ensure consistency and compliance in all customer interactions. 

 

Role Information:

As a Unit Leader you will be responsible for leading and performance coaching a team of contact centre representatives (CSR’s) who deliver an extraordinary sales and service experience for our customers.

Reporting to the Direct Operations Manager, the Direct Unit Leader (UL) will work as part of the management team within our Allianz Direct Contact Centre and is based in Elm Park, Merrion Road, Dublin 4. 

 

Key Responsibilities:

·  Manage and monitor team performance metrics i.e. talk time, sales retention and QA targets.
·  Effectively lead your team, maintaining agreed customer service levels and managing performance through coaching
·  Provide valuable and regular feedback to your team through performance management
·  Partner with HR and Talent to recruit, develop and retain team members
·  Drive performance and achievement of customer metrics including customer NPS
·  Manage the on-boarding process for new staff and monitor compliance with CPD requirements
·  Act as an escalation point for the team on technical queries and customer issues
·  Manage complaints and support staff in the resolution of complaints
·  Provide support to the Direct Operations Manager and deputise for them when required
·  Ensure consistency of quality in the standards provided by the team in relation to quotations, business processing and all other aspects of customer service and sales to customers
·  Actively participate in or lead projects or operational initiatives where required
·  Maintain compliance with regulatory requirements such as the Consumer and Data Protection codes
·  Create and sustain a collaborative culture within the direct management team and colleagues across the Allianz business particularly in Claims, Operations and Underwriting

Skills, Education and Experience

 

Essential Experience:          

·  3+ years experience in Personal Lines in an Insurance Company
·  Prior experience in people management or coaching for performance
·  Recognised Insurance Qualification or Grandfather Status applicable to Personal Lines

 

Desirable Experience:

·  Relevant third level qualification
·  Multi product experience; home, motor, pet, commercial, taxi and niche products
·  Experience of dealing with customer complaints and formulating high quality written responses to complaints

 

Regulatory Notice

 

**This role is subject to Minimum Competency Code (“MCC”) as provided for by the Central Bank of Ireland.  A recognised insurance qualification may be required for this position. Appointment to this role will be subject to the requirements provided for by the Central Bank of Ireland.  This role is a Control Function (CF-4, CF-6 and CF-7) and is subject to F&P Standards. This includes the requirements provided for by the Central Bank (Individual Accountability Framework) Act 2023. See Link: Individual Accountability Framework | Central Bank of Ireland.  The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required.  

 

61879 | Operations | Professional | Non-Executive | Allianz Ireland | Full-Time | Permanent

 

 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us. 
We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.
We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.
Great to have you on board. Let's care for tomorrow.