Unit Leader - Allianz Direct 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 works a hybrid working model.
Our Service Excellence team is an important part of our business, supporting our Customer Service and Sales colleagues by monitoring adherence to relevant regulations and KPIs, identifying and tracking trends, and 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 (CSRs) 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 onboarding 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. The successful candidate will be provided with the relevant Conduct Standards (including Additional Conduct Standards) training, where required.
Job ID 61879
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