Head of Service Delivery

Job Summary

An exciting opportunity has opened up for a highly motivated and ambitious individual to join Zurich Life’s Operations Management team. Reporting to the COO, this key senior leadership role involves leading one of the largest functions in Zurich Life. This role is suitable for an experienced Operations leader with a proven track record of leading and developing teams while driving efficiency and customer service; or an exceptional individual with a strong pension technical background (Actuarial, IIPM) looking for a new challenge. The successful candidate will have a combination of strong leadership capability, technical skills and strategic thinking.

This role may be available part-time or full time. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time.  Please talk to us at interview about the flexibility you may need.

The role to which you are applying for is a “Controlled Function (CF)” within the meaning of the Central Bank Reform Act, 2010. This offer is conditional upon and subject to the Company being satisfied on reasonable grounds, in advance of you accepting this offer, that you meet the Central Bank Fitness and Probity Standards appropriate to the position, and have relevant qualifications from an MCC perspective.

Your Role

The main responsibilities of the successful candidate will include but will not be limited to the following:

•    Day to day leadership of Zurich Life’s busy Corporate Pensions, Group PRSA, Group Risk and Pension Payroll departments.
•    Supporting and developing management team (Leads, Coaches) and other leadership groups within department.
•    Fostering a positive, high performance, work culture within the department with a strong focus on people and capability development.
•    Delivering excellent customer service for our corporate customers, members of DC schemes, and our pensioners.
•    Managing key relationships with scheme Trustees, as required.
•    Further developing performance metrics working with Salesforce and in collaboration with Data Analytics to monitor workflows, use data to drive the work and plan resourcing needs. 
•    Drive process transformation within function to improve efficiency and enhance our customer experience. Working with the Head of Data Analytics to identify and implement AI use cases/Robotics to improve processes.
•    Developing strategies to improve customer experience and improve efficiency, including input to Digitisation priorities.
•    Effective change planning and management from strategic / digital to smaller scale change. E.g. Planning for the impact of auto-enrolment on Operations.
•    Ensuring we comply with our reporting and regulatory requirements with the CBI, Pensions Authority 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.
•    Collaboration with other departments including Sales, CRM, Propositions, Technical Services, Business Change and the wider Operations function. 
•    Member of CLP Leadership Team and various forums. Attending committees and supporting the COO with Board deliverables, as required.
•    Role model and enthusiastically contribute to the wider Operations and ZLAP leadership activities. 

Your Skills and Experience

Some or all of the following are relevant to the role:

•    10+ years relevant experience
•    Strong professional academic credentials (e.g. IIPM, Actuarial, Accounting)
•    Strong people management capability.
•    Keen interest and deep knowledge of pensions and/or life insurance
•    Strong (and proven) leadership skills with ability to motivate and inspire others
•    Strong work ethic and attention to detail and ability to work autonomously
•    Excellent analytical skills with a focus on data-driven decision-making.
•    Strong communication and interpersonal skills, with the ability to influence at all levels of the organization. 
•    Demonstrable track record in delivery of service and / or other significant business priorities 

Additional Information

Primary work location is Blackrock. Position is Dublin-based. This is a hybrid role which will require 2-3 days in office (Blackrock) per week.

 
If you value an exciting and varied working environment and meet the above requirements, then our recruiter is looking forward to receiving your application by clicking on the button “Apply online”. 

Who we are 

Zurich is one of Ireland's leading insurance companies providing a wide range of general insurance and life insurance products and services. The company employs over 1,000 people across its locations in Dublin and Wexford. 
Zurich is a strong brand – with our 53,000 employees worldwide form the basis of our success, helping our customers in 210 countries and territories to understand and protect themselves from risk. In order to deliver our services, we offer our employees flexible working models and interesting opportunities for further training & development. As a Zurich employee you benefit from a multitude of advantages as well as a strong culture, characterized by acceptance, diversity and team spirit. At Zurich, we foster a culture of diversity and inclusion. Our purpose and values are designed to protect, inspire confidence and help our employees reach their full potential. We value and defend what is right and promote opportunities for equity among our professionals, regardless of gender, disability, LGBTQ +, race, ethnicity, generations, belief, etc. Join Zurich and be part of this culture. Together we are committed to delivering on our purpose - Let’s Create a Brighter Future Together!