Team Manager Insurance- Personal Lines New
CPL Cork
Team Manager – Insurance (Personal Lines)
Location: Hybrid – Cork (Applicants must be resident in Ireland)
Role Overview
An established and growing regulated insurance services provider is seeking a driven and people-focused Team Manager to lead frontline teams within its Personal Lines division. This role plays a key part in delivering high-quality, compliant, and customer-focused insurance services across multiple locations.
Reporting into senior management, the Team Manager will be responsible for coaching, performance management, regulatory oversight, and continuous improvement, ensuring all service delivery aligns with Central Bank of Ireland (CBI) requirements and MCC standards.This is an excellent opportunity for a proactive leader who thrives in a fast-paced, evolving environment and is passionate about operational excellence and customer experience.
Key Responsibilities- Lead, coach, and develop a multi-site team of Customer Service Advisors and Team Coaches.
- Ensure delivery of regulated insurance services in line with MCC standards and CBI compliance.
- Support team members in achieving and maintaining APA qualifications and MCC accreditation.
- Monitor and manage performance against SLAs, KPIs, quality, and compliance metrics.
- Partner with senior leadership to execute business strategy, change, and transformation initiatives.
- Promote a strong culture of customer excellence, compliance, and continuous improvement.
- Identify, assess, and escalate operational and regulatory risks to maintain a robust control environment.
- Contribute to process redesign, digitisation, and the adoption of AI and automation solutions.
- Build strong working relationships with internal stakeholders and external clients.
- Analyse performance data and implement continuous improvement initiatives to maximise operational efficiency.
- Ensure timely and accurate regulatory and statutory reporting.
- Actively promote a strong risk and control culture across the function.
- CIP, QFA, or APA qualification in General Insurance (essential).
- Minimum of 2 years’ experience working in a regulated general insurance environment.
- Proven experience in a team leadership or supervisory role within insurance operations or a contact centre.
- Strong working knowledge of MCC requirements and CBI regulations.
- Excellent communication, coaching, and performance management skills.
- Comfortable working in a fast-paced, hybrid/remote-first environment.
- Strong interest in digital transformation and data-driven decision-making.
- Hands-on, proactive leadership style with strong accountability.
- Excellent problem-solving and decision-making skills.
- High emotional intelligence, adaptability, and resilience.
- Strong commercial awareness with a customer-first mindset.
- Ability to engage, inspire, and motivate teams to consistently perform at a high level.
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