Leading a growing team in a fast-paced changing environment, the Team Lead of Client Services Personal Lines. The individual needs to be a highly motivated individual with energy, drive, excellent communication skills, and a strong customer focus to lead our Client Services team in Personal Lines. You will create a dynamic working environment managing and motivating team members enabling them to spearhead the changes required working with a customer-first approach. This role is based in the Galway office and is full-time. It is an onsite role.
Digital First Approach:
* Identify smarter ways of working that move towards a digital customer journey
* Embrace the new ways of working within our new digital platform and support the wider teams
* Ensure compliance is adhered to at all stages of processes
* Provide weekly reports on team activity and performance
* Meet company targets in relation to carbon footprint reduction
Team Management:
* Management of the personnel and workload of the team
* Work to maintain good team morale
* Conduct monthly 1-2-1’s and where necessary implement development plans for agents
* Identify training requirements for individual team members
* Maintain an excellent team work ethic; TMS to be updated and maintained
* Build cross collaboration between the Existing Business Support and other departments
* Work closely with other Client Services Team Leads to ensure operational efficiency
Operational Management:
* Ensure that each month is completed in a timely manner and reports/updates submitted on time to division management
* Ensure capacity planning is in place and is adequate to meet the business's requirements
* Maintain use of existing SOPs and work with QA manager to implement new SOPs when required
* Ensure phones are staffed to adequate levels and rotas are adhered to
Compliance:
* Comply with all management audit requirements
* Ensure compliance standards are met within the team
Requirements:
* CIP Qualification Preferred
* Demonstrate the ability to manage, lead and develop a team
* Demonstrate strong technical & product knowledge
* Possess a can-do attitude and the ability to adapt to and embrace change
* Have excellent communication and strong leadership skills
* The ability to prioritize workloads and adapt to unforeseen events
* A high degree of personal organization and a structured approach to time and resource management
* Commitment to their own professional development
* Comply with the Central Bank’s Minimum Competency Requirements
Person Specification:
* Previous experience as a Team Leader/Supervisor is preferred
* Minimum of 2 years relay experience
* Possess a can-do attitude and be open to rapid and evolving changes as our digital journey progresses
* The ability to prioritize workloads and adapt to unforeseen events
* A good degree of personal & team organization and a structured approach to time and resource management
* Commitment to their own professional development
* Working always with the customer-first approach in line with Arachas culture, seeking out innovative ways to make improvements
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