Complaints Resolution jobs

What is the opportunity?

This is an opportunity to lead a dedicated Income Protection (IP) Claims team in New Ireland Assurance, supporting customers at important moments in their lives. You will guide day to day priorities, help deliver a consistent and caring service, and support colleagues to grow and succeed. The role offers a mix of people leadership, operational oversight, and continuous improvement, with the chance to work closely with teams across Group Risk and contribute to how we deliver for our customers.

In this role, you will:

• Lead, coach and support a team of Claims Assessors and Administrators to deliver strong service, productivity and colleague development.
• Lead workloads and priorities to ensure claims are assessed and paid in line with agreed service standards.
• Oversee complaint handling, including investigation, resolution and sign off in line with Consumer Protection Code (CPC) requirements.
• Use data and insights to support planning, forecasting and continuous improvement across processes.
• Work with internal and external partners to improve processes, reduce risk and support regulatory and legal compliance.
• Ensure compliance with relevant Regulatory, Compliance and Legal requirements across all service-lines. Ensure all team activity is appropriately controlled and supported by rigorous quality assurance and risk management framework.
• Manage relationships with key external stakeholders such as brokers and employers to ensure high level of service delivery.

What will make you stand out?

You are a people focused leader who enjoys developing others and building a positive, supportive team environment. You bring strong organisation and decision making skills, with the ability to balance customer needs, team priorities and regulatory requirements.

You communicate clearly and confidently, building strong relationships with colleagues and stakeholders. You are comfortable working in a fast paced environment and take a proactive approach to solving problems and improving processes. A strong attention to detail and a commitment to delivering consistent service will help you succeed in this role.

Experience in the following areas would be beneficial, but is not essential for this role:

• Financial Services Industry experience.
• Exposure to Income Protection or Claims environment.
• Experience supporting change or process improvement initiatives within financial services.
• The ability to motivate and manage a team to achieve set targets within a designated framework

Essential qualifications

Qualified Financial Advisor (QFA) qualification.

More about the team

The Income Protection Claims team assesses and leads claims arising from Individual and Group Life Assurance policies. Our focus is on delivering a fair, timely and supportive experience for customers while meeting all regulatory and compliance requirements.

This is a hybrid role, based primarily in Dublin. We typically ask colleagues to spend a minimum of 8 days per month working in person to support collaboration and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.

#li-hybrid #ij-hybrid

Why work with us

The Bank of Ireland company culture prioritises work life balance with a commitment to hybrid working, along with 23 days annual leave and excellent pension contributions.

Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy along with working parent and carer supports.

Your health and wellbeing is important to us; we offer a substantial health insurance contribution, Employee Assistance Programme, WebDoctor and financial wellbeing coaches.

We also encourage and support colleagues to pursue educational and professional qualifications to grow and improve your career!