Job description




Business type



Types of Jobs - Operations




Job title



Operations Manager - Italy




Contract type



Permanent Contract




Management position



Yes




Job summary



The Operations Manager will oversee Claims, Complaints and Customer Services teams structured into dedicated operational streams, each led by a Team Lead. They will work closely with these leads to ensure consistency, quality, and performance across all areas of activity




Process Ownership - Claims, Complaints and Customer Service:



As the designated Process Owner, the Operations Manager will:

• Define, document, and maintain end-to-end process standards for claims, complaint handling and customer services across all operational streams


• Ensure processes are compliant with applicable regulatory and insurance frameworks, including PPI-specific requirements


• Lead process governance forums and act as the single point of accountability for process-related decisions


• Drive continuous improvement initiatives, identifying inefficiencies and implementing structured solutions


• Collaborate with Transformation, Compliance, IT, Project, and other cross-functional stakeholders to ensure process alignment and readiness


• Own the process change management cycle, from design through to implementation and post-implementation review

Claims and Complaints Management

• Manage the full lifecycle of claims and complaints operations within the PPI insurance framework


• Monitor and analyse operational KPIs, identify trends, and implement corrective action plans where necessary


• Ensure complaint handling processes are aligned with regulatory requirements and group standards


• Act as an escalation point for complex or sensitive cases

Reporting and Analysis

• Produce clear, concise, and insightful operational reports for senior management and relevant stakeholders


• Develop and maintain operational dashboards to track operational activities such as claims volumes, complaint rates, resolution times, and team performance


• Present findings with structured recommendations, adapting communication to the audience

Strategic Transformation

• Drive the department's transition to a process-led operating model


• Challenge existing ways of working and contribute to the redesign of operational structures


• Support change management efforts, ensuring teams are engaged and aligned throughout the transformation

Operations Leadership:

• Lead and manage a multi-cultural operations team structured around functional streams


• Provide clear direction, coaching, and development to Claims, Complaints and Customer Services Team Leads


• Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration


• Oversee daily operations across all streams, ensuring service levels, quality standards, and regulatory obligations are consistently met

Supplementary Information




People First

• To assign workload and projects to each member of your staff


• To follow up on HR processes, attendance, probationary period, performance management, etc.


• To develop and coach your staff to reach their potential within CACI.


• To identify with your team individually their strengths and their areas for improvement


• To identify the teams' individual talents and abilities and harness those for their development and to optimise the business.


• To coach and encourage staff to enhance their professional qualifications (when required)


• To fully apply the performance management process ensuring it is a 2-way process of open discussion.

Interface

1. Insurance Division: Dublin Operations teams, ExCo/Extended Leadership Team and Senior Colleagues and Insurance Division in France (Administration, Business Development and other services)


2. Group: Group operations departments


3. External: Partners in Europe: Finance Companies & TPA.

Position location




Geographical area



Europe, Ireland




City



Dublin




Remote work



hybrid




Candidate criteria




Minimal education level



Bachelor Degree / BSc Degree or equivalent




Academic qualification / Speciality



Bachelor Degree related to Banking/Insurance is an asset.




Level of minimal experience



11 years and more




Experience

• Significant and demonstrable experience in an Operations Manager role (10+ years), ideally within the insurance or financial services sector


• Strong and proven experience managing an operation service (Claims, Complaints, customer service and/or business analyst teams in a multi-site or international environment, or in a project management capacity


• Experience operating within or transitioning to a process-led or process-driven organisational model is highly desirable


• Background in PPI or consumer credit insurance is a strong advantage


• Highly mature leadership profile, capable of managing through influence as well as authority


• Proven ability to lead and develop multicultural, geographically distributed teams


• Experience managing Team Leads and operating through a management layer

Required skills

• Excellent analytical skills with the ability to interpret complex data and translate it into clear operational insights


• Strong organisational skills with the ability to manage multiple priorities across several operational streams simultaneously


• Concise and effective communicator, both written and verbal, capable of adapting to different cultural and hierarchical contexts


• Rigorous, structured, and detail-oriented approach to operational management


• Comfortable with ambiguity and able to navigate a changing organisational environment


• A familiarity with AI tools, automation concepts, or data-driven approaches is considered a plus - as the department moves towards an AI-enabled operating model, candidates who show curiosity and openness towards these technologies will stand out


• Some travel may be required

Languages



Italian (Fluent)




Languages



Fluency in Italian and English