Team Manager

Team Manager - Personal Lines page is loaded## Team Manager - Personal Linesremote type: Hybrydowylocations: Little Islandtime type: Zatrudnienie w pełnym wymiarze godzinposted on: Opublikowano dzisiajjob requisition id: 10115267Capita Experience is transforming how regulated insurance services are delivered across Europe. Our Personal Lines division partners with leading insurance providers to deliver exceptional customer experiences, regulatory compliance, and operational excellence. As part of our growth journey, we’re seeking a passionate and performance-driven Team Manager to lead frontline teams and support the strategic vision of the Head of Personal Lines. This is a Hybrid role based in Little Island, Cork. While the position offers hybrid working flexibility, the successful candidate must be a resident in Ireland to meet operational requirements.**Job title:**Team Manager - Personal Lines**Job Description:**As a Team Manager, you will be responsible for leading a team of Customer Service Advisors and Team Coaches delivering regulated services in line with Central Bank of Ireland MCC standards. You’ll play a key role in coaching, performance management, and regulatory oversight, ensuring your team meets SLAs, KPIs, and compliance requirements. This role demands a proactive leader with strong interpersonal skills, a passion for customer excellence, and a commitment to continuous improvement.We’re seeking a high-calibre, adaptable leader with a hands-on approach, a positive mindset, and a passion for learning. If you thrive in a fast-paced, evolving environment and are ready to make a significant impact, we’d love to hear from you.**What you will be doing:*** Lead, coach, and develop a multi-location team of Customer Service Advisors and Team Coaches.* Ensure delivery of regulated services in line with MCC standards and CBI compliance.* Support team members in achieving APA qualifications and and maintaining MCC accreditation.* Monitor and manage team performance against SLAs, KPIs, and quality metrics.* Collaborate with the Head of Personal Lines to execute strategic initiatives and transformation projects.* Champion a culture of customer excellence, compliance, and continuous improvement.* Identify and escalate risks, ensuring a robust control environment and strong risk culture.* Contribute to process improvement and digitisation initiatives, including AI and automation use cases.* Foster a collaborative and communicative relationship with internal stakeholders and clients.* Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.* Ensuring we comply with our reporting and regulatory requirements with the CBI, and other statutory bodies.* Maintaining a robust control environment with the function, including promoting a strong risk culture. Ensuring ongoing compliance with applicable laws and regulations.**Who we are looking for:*** CIP, QFA, or APA qualified in General Insurance .* Minimum 2 years’ experience in a regulated general insurance environment.* Proven experience in team leadership or supervisory role within contact centre or insurance operations.* Strong understanding of MCC requirements and CBI regulations.* Excellent communication, coaching, and performance management skills.* Comfortable working in a fast-paced, remote-first environment.* Tech-savvy with an interest in digital transformation and data-driven decision-making.* Hands-on, proactive leadership style.* Strong problem-solving and decision-making abilities.* High emotional intelligence and adaptability.* Commercial awareness and customer-centric mindset.* Ability to inspire and motivate teams to achieve excellence.**What’s In It For You*** Competitive salary* 22 days annual leave* High street discounts* Pension scheme* Opportunities to grow and develop your careerIf this role sounds of interest, please click on apply and a member of the Talent Acquisition Team will be in touch to discuss your application further.**Location:**Little Island,Irlandia**Time Type:**Zatrudnienie w pełnym wymiarze godzin**Contract Type:**Stały**Capita is a consulting, transformation and digital services business. We deliver innovative solutions and simplify the connections between businesses and customers, governments and citizens. We're driven by our purpose: to create better outcomes – for our employees, clients and customers, suppliers and partners, investors, and society. We're committed to being a responsible business – in how we operate, serve society, respect our people and the environment, and deliver attractive returns to our investors. Every day we help millions of people, by delivering innovative solutions to transform and simplify the connections between businesses and customers, governments and citizens. We partner with clients and provide them with the insight and cutting-edge technologies that give time back, allowing them to focus on what they do best and making people’s lives easier and simpler. We operate in the UK, Europe, India and South Africa and currently have 55,000 talented people working in our three divisions: Capita Experience, Capita Public Service and Capita Portfolio.**
#J-18808-Ljbffr