Senior Customer Operations Manager

RSA Insurance

  • Southside Dublin Dundrum, Co Dublin
  • Contract
  • Full-time
  • 18 hours ago
Join RSA and make a difference every day.Whether you are just beginning your career or looking to take the next progressive step in your journey, RSA Insurance is an organization where you can be yourself, learn and develop and a place where your ideas and contributions matter.With offices in Belfast, Galway, and Dublin, we have embraced hybrid work empowering our people to work flexibly and to suit their individual needs, which enables them to deliver great service to the customers we look after every day. Our Dublin office is also home to our sister-company RSA Insurance.At RSA and 123.ie we empower our customers to make a difference in their lives. And the same goes for our employees. We are proud to have 32 different nationalities represented in our workforce. Our diverse customer base benefits from the diverse perspectives of our teams that serve them, solving complex problems with creative ideas.As proud member of the Intact family, we’re part of something bigger with a presence in North America, the UK, and Europe. Our business has grown organically and through acquisitions to over $21 billion of total annual premiums.We want you to thrive and grow with us – and we’ll give you all the tools, flexibility and learning opportunities you need to do it.And, if you bring your best, then we promise to give you, our best.Culture and CommunityRSA is a purpose-driven business – our purpose is to ‘help people, businesses, and society prosper in good times, and be resilient in bad times’.We do that by living our values – Integrity, Respect, Customer-driven, Excellence, and Generosity – in everything that we do.We provide an open and honest workplace – where everybody contributes, and every view is listened-to and respected.Generosity is in our DNA and is the value that guides and enables our people to help others, protect the environment and make our communities more resilient. It drives our efforts to care for people and to give our time, financial resources and talent. We’re also committed to helping society adapt to a changing climate taking reasonable care to ensure that our business activities are conducted in an environmentally sustainable manner.Our stats don’t lie… in our annual engagement survey87% of our people celebrate the diversity in their teams and the wider company90% of our people feel safe to speak up and share if they’ve made a mistake91% of our people feel valued and respected by leadership89% of our people are benefiting and thriving through our hybrid working modelSenior Customer Service Manager – Fixed Term ContractJoin RSA and make a difference every day. Whether you're advancing your career or seeking a new challenge, RSA Insurance is a place where your ideas and contributions matter. As part of the Intact family, we’re proud to support our customers and communities with integrity, respect, and excellence.We’re looking for a dynamic and experienced Senior Service Manager to join the leadership team of our personal lines business, with responsibility for our broker customer operations team for a period of 12 months. Reporting to the Director of Intermediated Personal Lines, this is a senior role, with responsibility for leading our broker and affinity customer operations in Galway, along with centralized complaints, workforce management and quality teams.At a time of growth and transformation, you will be responsible for driving continuing operational excellence and exceptional customer service but will also play a critical role in embedding our upcoming rebrand to Intact Insurance.The role is Dublin-based with hybrid working, but as a senior leader, you will also be expected to spend meaningful time with our Galway-based operations team, ensuring visibility, support, and hands-on leadership during a period of transformation.To lead and manage RSA’s customer service operations across multiple centralized teams, ensuring high performance, regulatory compliance, and a customer-first culture. As a member of the leadership team, this role will be central to our growth agenda – modernizing our operations, embedding our new brand, driving efficiency, and ensuring every customer experience reflects our brand promise of being ‘easy to do business with’.Key Responsibilities:
  • Lead and manage the RSA Contact Centre, Complaints, Quality, and WFM teams.
  • Drive performance against KPIs including customer satisfaction, complaint resolution, quality assurance, and resource optimization.
  • Act as a senior member of the Personal Lines leadership team, contributing to business strategy, growth initiatives and cross-functional priorities
  • Be a critical member of the operations team leading our modernization programme to enhance call center capability, technology, and customer experience
  • Champion continuous improvement, streamlining processes and embedding best practice to enhance efficiency and customer experience
  • Collaborate with our Direct (123.ie) and Claims operations teams to align service delivery with business goals and change programmes.
  • Ensure customer-facing teams consistently deliver on our brand promise
  • Ensure compliance with regulatory standards and internal policies.
  • Provide coaching, development, and support to team leaders and managers.
  • Monitor and report on operational performance, identifying trends and opportunities for innovation and improvement
  • Act as a senior point of escalation for complex customer issues and use insights to influence wider business improvements
Requirements:
  • Proven senior experience in a customer service or operations management role.
  • Strong leadership skills with experience managing multi-functional teams in a regulated environment
  • Excellent understanding of contact center operations, complaints handling, quality assurance, and workforce management.
  • Experience driving transformation, modernization or efficiency programmes
  • Strategic thinker with the ability to balance day-to-day operational delivery with longer term transformation
  • Strong communication and stakeholder management skills, with proven ability to influence at executive level
  • Knowledge of regulatory requirements in the insurance or financial services sector is an advantage.
What We Offer
  • A collaborative and inclusive work environment.
  • Flexible hybrid working model.
  • Opportunities for professional development and career progression.
  • Competitive salary and benefits package.
  • A chance to make a meaningful impact during a key period of transition.
RSA Insurance Ireland DAC and its affiliate companies consider applicants on the basis of qualifications and without regard to race, colour, religion, sex, national origin, age, marital or veteran status, sexual orientation, disability or any other legally protected status

RSA Insurance