Operations Manager - Italy

Crédit Agricole Creditor Insurance (CACI) est une filiale de Crédit Agricole Assurances spécialisée dans l'assurance emprunteur et la protection de la vie. Leader du marché en France et 3e acteur en Europe, CACI sert plus de 5,6 millions de clients dans 6 pays. Elle propose une gamme complète de produits de Protection financière, incluant l'assurance emprunteur, la prévoyance, la protection de budget, des cartes et des biens, ainsi que la perte financière automobile.

CACI compte 200 collaborateurs et est implantée à Dublin (siège social), Milan (Italie) et Stuttgart (Allemagne).

En agissant chaque jour dans l'intérêt de la société, nous sommes un groupe engagé en faveur des diversités et de l'inclusion et plaçons l'humain au cœur de toutes nos transformations. Tous nos postes sont ouverts aux personnes en situation de handicap.The Operations Manager will oversee Claims, Complaints and Customer Services teams structured into dedicated operational streams, each led by a Team Lead. They will work closely with these leads to ensure consistency, quality, and performance across all areas of activity

Process Ownership – Claims, Complaints And Customer Service As the designated Process Owner, the Operations Manager will:

Define, document, and maintain end-to-end process standards for claims, complaint handling and customer services across all operational streams

Ensure processes are compliant with applicable regulatory and insurance frameworks, including PPI-specific requirements

Lead process governance forums and act as the single point of accountability for process-related decisions

Drive continuous improvement initiatives, identifying inefficiencies and implementing structured solutions

Collaborate with Transformation, Compliance, IT, Project, and other cross-functional stakeholders to ensure process alignment and readiness

Own the process change management cycle, from design through to implementation and post-implementation review

Claims and Complaints Management

Manage the full lifecycle of claims and complaints operations within the PPI insurance framework

Monitor and analyse operational KPIs, identify trends, and implement corrective action plans where necessary

Ensure complaint handling processes are aligned with regulatory requirements and group standards

Act as an escalation point for complex or sensitive cases

Reporting and Analysis

Produce clear, concise, and insightful operational reports for senior management and relevant stakeholders

Develop and maintain operational dashboards to track operational activities such as claims volumes, complaint rates, resolution times, and team performance

Present findings with structured recommendations, adapting communication to the audience

Strategic Transformation

Drive the department's transition to a process-led operating model

Challenge existing ways of working and contribute to the redesign of operational structures

Support change management efforts, ensuring teams are engaged and aligned throughout the transformation

Operations Leadership Lead and manage a multi-cultural operations team structured around functional streams

Provide clear direction, coaching, and development to Claims, Complaints and Customer Services Team Leads

Foster a high-performance culture rooted in accountability, continuous improvement, and collaboration

Oversee daily operations across all streams, ensuring service levels, quality standards, and regulatory obligations are consistently met