Operations Manager - Italy

Description du poste

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

Télétravail : hybride

Critères de candidature

Poste avec management

Oui

Niveau d'étude minimum

Bac + 3 / L3

Formation / Spécialisation

Bachelor Degree related to Banking/Insurance is an asset.

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

Niveau d'expérience minimum

11 ans et plus

Compétences recherchées

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

Langues

Fluency in Italian and English

Entreprise Crédit Agricole Assurances

Crédit Agricole Creditor Insurance (CACI) est une filiale de Crédit Agricole Assurances spécialisée dans l'assurance emprunteur et la protection de la vie. Leader du marché en France et 3e acteur en Europe, CACI sert plus de 5,6 millions de clients dans 6 pays. Elle propose une gamme complète de produits de Protection financière, incluant l'assurance emprunteur, la prévoyance, la protection de budget, des cartes et des biens, ainsi que la perte financière automobile.

CACI compte 200 collaborateurs et est implantée à Dublin (siège social), Milan (Italie) et Stuttgart (Allemagne).

En agissant chaque jour dans l'intérêt de la société, nous sommes un groupe engagé en faveur des diversités et de l'inclusion et plaçons l'humain au cœur de toutes nos transformations. Tous nos postes sont ouverts aux personnes en situation de handicap.