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Category : Customer Service   |   Location : Dublin

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Italian Speaker_ Operations Team Leader

Date : 2018-10-26 05:14:34

Italian Speaker_ Operations Team Leader

Our client is a well-known Insurance company and are a major player in France and in Europe. They are extending their business across Europe and are currently seeking an experienced “Operations Team Leader” to implement and follow the organisation's data governance processes to ensure fitness of data elements.

The successful applicant will efficiently supervise, and be responsible for all operational activities for the Italian Customer Service Center, through streamlined processes and procedures. To have a perfect understanding of the organisation across all departments and its different partnerships (Distributors and Third Party Administrators)

Customer Care Italy – Team Leader will be responsible for:

Manage and support the end customer care activity in terms of customer calls and staff availability to take calls
Ensure staff are trained to answer the customer call queries
Manage the reporting of customer call activities and ensure capacity planning is adequate
Report to management on customer call trends and manage those trends in conjunction with Operations Manager
Create a culture which encourages each individual to have the passion to deliver exceptional service through high quality interaction with the patient
Ensure that monthly team quality audits are implemented
Monitor results and provide feedback on a team and individual basis
Highlight any team or individual quality challenges, coach and organise training in order to achieve excellence in line with agreed service level agreements.
Review all existing procedures on the business to be planned through the year
Assist in creating and updating operational procedures as and when necessary, for new and existing business,
Plan a schedule of onsite partnership management visits per year to both Finance Partners and TPAs in conjunction with the local business development teams,
Monitor the number of calls to the Finance Partners and TPAs as well as emails to dedicated inbox for reporting purposes,
Implement a partnership management and end customer service culture within the team,
Be the point of contact for Partners and Italian Branch on all Customer Service Matters.

To be successful you will have:

Preferably third level Education, in administration or business school
3 to 5 years proven experience in claims administration - preferably in Payment Protection Insurance or Financial services
People Management
Claims handling and complaints resolution competencies & Medical Underwriting,
English and Italian fluency necessary and French language will be an advantage.
European Travel

If you are interested in applying to the role and you are eligible to work in the EU, please send me your CV at or alternatively on (+353) (0)1 400 3515


Approach People Recruitment was first established in 2000 and has, since then, become a leader in International Recruitment in Western Europe. We work closely with many of the World’s leading Multinational Companies to find their future talents.

We aim to offer highly professional advice to our candidates, taking into consideration their expectations and career goals. We try to constantly obtain new employment opportunities that match well our candidates’ skills and offer interesting career opportunities.

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