Leading a growing team in a fast-paced changing environment, the Team Lead of Client Services Personal Lines needs to be a highly motivated individual with energy, drive, excellent communication skills, and a strong customer focus. You will create a dynamic working environment managing and motivating team members to spearhead the changes required 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 implement development plans for agents where necessary.
* 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 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 rosters 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 relevant 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.
* Work always with a customer-first approach in line with Arachas culture, seeking out innovative ways to make improvements.
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