Personal Lines Team Coach - Wexford Hybrid

Job Summary

At Zurich, we’re committed to delivering outstanding experiences for our customers and brokers – and our people are at the heart of that promise. We’re now looking for an experienced and motivated Personal Lines Team Coach to lead, inspire and develop a high performing Personal Lines team.

This is a fantastic opportunity for a people focused leader who thrives in a fast paced environment and is passionate about coaching, quality and continuous improvement.

As a Personal Lines Team Coach, you will be responsible for the day to day leadership of a team supporting our Home, Motor and Farm portfolios. Your team will operate across customer servicing, policy renewals, sales of Zurich products and broker support.

Reporting to the Personal Lines Operations Assistant Manager, you will play a key role in driving performance, developing capability and ensuring consistently high standards of customer service.

This role may be available on a part time or full time basis. We value flexibility and encourage candidates to discuss their needs with us during the interview process.

Your role

As a Personal Lines Team Coach, your responsibilities will include (but are not limited to):

Leadership & Performance Management

• Lead, motivate and manage the team to achieve agreed financial, operational and quality targets
• Foster and sustain a high performance, customer centric culture
• Take ownership of people management activities, including performance management, coaching, feedback and development
• Identify development needs and maximise talent, building both technical (e.g. underwriting authority levels – UAL) and non technical capabilities

Service Delivery & Quality

• Ensure the delivery of excellent customer service in line with agreed SLAs and KPIs
• Maintain a strong focus on Quality Assurance, driving continuous improvement in QA performance
• Ensure adherence to all standard operating procedures, controls and compliance requirements

Coaching, Training & Capability Development

• Develop and maintain up to date training materials and product knowledge
• Coach and develop team members through regular one to one sessions, call listening, feedback and targeted development plans
• Support capability uplift across products, systems and customer engagement skills

Stakeholder & Relationship Management

• Build and maintain effective relationships with key internal and external stakeholders, including: 
• Heads of Portfolio (Home, Motor, Farm, Personal Misc.)
• Sales & Distribution
• Senior Management
• Quality Management Group (QPMG)
• Brokers, partners and third party providers
• Communicate clearly and effectively across multiple stakeholder groups, ensuring alignment and collaboration
• Reporting, Change & Continuous Improvement
• Produce regular, timely and accurate management information on QA performance, productivity and team development
• Proactively identify risks, issues and opportunities for improvement, recommending and implementing solutions
• Lead and support change initiatives and continuous improvement activities to enhance efficiency, quality and customer value
• Participate in ad hoc projects and business initiatives as required

Your skills and experience

As a Personal Lines Team Coach your skills and qualifications will include:

Minimum Qualifications:

• CIP Qualified

• 2 - 5 years' proven people management experience and/or equivalent insurance industry experience

Preferred Qualification & Experience

• Strong leadership capability with a proven or demonstrable ability to manage, coach and develop people
• Excellent numerical, analytical and problem solving skills
• Strong project management capability with the ability to manage priorities effectively
• High proficiency in Microsoft Office, with strong reporting and data interpretation skills
• Ability to work collaboratively within a team environment while driving both individual and team performance
• Proven ability to build and maintain productive relationships with customers, brokers and partners
• Strong influencing, delegation, negotiation and decision making skills
• Excellent communication skills (verbal and written), including presentation capability
• Innovative mindset with the ability to propose and implement practical solutions
• Highly organised, self motivated and capable of operating independently
• Enthusiastic, ambitious and committed to continuous learning and improvement

Additional information

Position is Wexford-based but occasional travel may be required to other Zurich locations.

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!