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 Ireland 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 123.ie.        

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 Community 

 RSA 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 survey  

87% of our people celebrate the diversity in their teams and the wider company  

90% of our people feel safe to speak up and share if they’ve made a mistake  

91% of our people feel valued and respected by leadership  

89% of our people are benefiting and thriving through our hybrid working model 

So if you want to make a difference every day, we’d love to have you. 

Claims Quality & Support Team Manager

As Claims Quality & Support Team Manager you will lead your team to deliver a second to none customer experience and to support the Property & Motor Damage Claims team in meeting customer demand with quality.  You will spend the majority of your time leading, coaching and mentoring your team and handlers within the other motor damage claims teams.

 You will lead your team in the management of motor claims complaints and ensuring an effective feedback loop to the wider operation.  You will lead the recruitment, onboarding and upskill of new classes of claims handlers. You will take referrals and provide clear goals and objectives while also developing professional and technical capabilities. You will be working face to face with your team on a daily basis and will also have regular interaction with other managers with a focus on quality improvement.

You will become an advocate for RSA’s Claims proposition and will build strong relationships with internal and external stakeholders. Strong technical knowledge, coaching and leadership skills are required.  Management of the team will be data led to meet the needs of the customer and requirements of the business.   

Key Responsibilities:

• Leading and developing the team to deliver a second to none customer service experience.
• Supporting the Property & Motor Damage Claims team to enable them to meet customer demand with quality.
• Ensuring your team delivers day to day coaching and referral support to the Property, Motor FNOL, Customer and Third-Party claims teams.
• Managing Complaints handers and ensuring an effective feedback loop to the other motor claims teams.
• Leading the recruitment, onboarding and upskill of new classes of claims handlers
• Systematic technical skills build & measurement though delivery of the QA programme for motor claims
• Closed loop, coaching and action planning following completion of file reviews (completed by Insight & Control)
• Operational activities and centralising high volume repeatable operational work to allow Property, FNOL, C1st and TP to focus solely on core claims handling activities.
• Coaching and developing the team to ensure operational targets are delivered.
• Guiding  the team to increase professional and technical capabilities.
• Managing a high level of organisation and delegation.
• Resolving or facilitating resolution of complex claims or complaints queries escalated by the team.
• Working closely with other team leaders to effectively implement change and claims strategy to deliver agreed business benefits and including Claims Savings Initiatives.
• Ensuring all relevant sections of the MCC and CPC regulatory code are strictly adhered to.
• Ensuring RSAII’s policies and procedures are correctly applied within the team.
• Create a culture of positivity and flexibility within your team.
• Direct reports will include
• Senior Claims Handler (who will have responsibility for day to day coaching and referral support to the Property, Motor FNOL, Customer and Third Party claims teams),
• Claims complaints handlers (Management of claims complaints in line with agreed KPIs),
• Operational Support handlers (high volume repeatable operational activities)

Requirements:

• CIP Qualified
• 1-2 years previous people management experiences
• Strong Claims knowledge
• Experience within customer management and technical teams (that has involved coaching / guiding others).
• Experience handling or managing claims
• Experience handling or managing complaints
• Role is Hybrid office location is Galway will required be on site 2/3 days a weeks

Regulatory Requirements:

• If this role is defined as a "controlled function" by the Central Bank Reform Act 2010 Regulations 2011. Any appointment will be conditional on the company being satisfied that you meet the requirements as set out in the Fitness & Probity standards issued in this Act.

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