Operations Manager – Claims, Complaints & Customer Service (Italian)

Le Meas Executive Search have Exclusively partnered with a Multinational Insurer to hire an Operations Manager (Italian - Native / Professional) to their Dublin operation.

We’re looking for an experienced Operations Manager to lead end‑to‑end Claims, Complaints and Customer Service operations for a European Insurance business, based in Dublin.

This is a critical, highly visible role, owning processes, performance and continuous improvement across multi‑country operations.

Key responsibilities:

• Own and optimise end‑to‑end processes for claims, complaint handling and customer service, ensuring compliance with regulatory and insurance frameworks.
• Lead multi‑disciplinary operational streams, each managed by a Team Lead, driving consistency, quality and strong customer outcomes.
• Monitor KPIs, build dashboards and produce clear operational reporting and recommendations for senior stakeholders.
• Act as escalation point for complex and sensitive claims/complaints cases.
• Drive transformation towards a process‑led, increasingly AI‑enabled operating model, challenging existing ways of working and supporting change management.
• Provide day‑to‑day leadership, coaching and performance management for a multicultural team, fostering a high‑performance, collaborative culture.

Required Qualifications & Experience:

• 7+ years’ proven experience in Operations Management within insurance or financial services.
• Strong background leading claims, complaints, customer service and/or analyst teams, ideally across multi‑site or international environments.
• Experience in process‑led organisations
• Mature leadership style, comfortable managing through both influence and authority, with experience leading through a layer of Team Leads.
• Excellent analytical skills, able to interpret complex data and translate it into actionable operational insights.
• Concise, effective communicator who can adapt to different cultural and hierarchical contexts.
• Comfortable with ambiguity and organisational change, with curiosity about AI, automation and data‑driven ways of working.
• Fluency in English and Italian is mandatory; additional European languages are an advantage.
• Willingness to travel occasionally within Europe.

#J-18808-Ljbffr