Team Leader - General Insurance Claims

Team Leader - General Insurance Claims

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Awards and Recognition:

• Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies
• Certified as a Great Place to Work®
• Fortune Best Workplaces in Financial Services & Insurance

Role Overview:

This hybrid role in Dublin 4 focuses specifically on leading the Claims function, ensuring end-to-end claims process efficiency, quality, and regulatory compliance. The Claims Team Leader will work closely with the Operations Manager to review claims workflows, identify areas for improvement, and drive best practices across the team.

Key Responsibilities:

• Provide strong and visible leadership to team members through clear and engaging communication, working collaboratively with the Operations Manager to consistently achieve SLAs and Targets.
• Review claims processes end-to-end to uncover inefficiencies and drive targeted process enhancements.
• Provide clear feedback on where claims processes can be streamlined, automated, or made more efficient.
• Oversee the use of manual work trackers to consistently track workflow progress, backlogs, and claims processing activity.
• Conduct regular performance conversations related to claims accuracy, productivity, and SLA delivery.
• Support capacity planning by assessing workload volumes, capability, and future pipeline trends.
• Act as a technical escalation point for claims queries, exceptions, and complex cases.
• Ensure claims handling is compliant with CPC and all related regulatory requirements.
• Responsible for team delivery of professional and motivated customer services.
• Develop the performance of the team in collaboration with the Operations Manager and fellow Team Leaders.
• Serve as the point of technical and process referral for team members.
• Manage performance, including completion of monthly incentives for direct reports, and work with the Operations Manager to set and monitor appropriate team and individual targets.
• Actively participate in weekly team meetings to review and develop team performance.
• Support the Operations Manager in planning resource and scheduling.
• Liaise with the QA Unit to monitor and resolve complaints in accordance with CPC.
• Work with the Operations Manager to develop Management Information for monitoring team performance.

Qualifications and Skills:

• APA or CIP Qualification in Insurance in Ireland - MUST HAVE
• Essential experience as a Claims Team Leader.
• Strong understanding of claims workflows, decision points, and assessment processes.
• Experience using manual work trackers and workflow monitoring tools.
• Ability to identify process inefficiencies and propose practical solutions.
• Experience having structured performance conversations and coaching team members.
• Understanding of capacity planning and workload allocation within a claims environment.
• Health Insurance / PMI claims experience highly desirable.
• General insurance and/or operational management within a business process outsourcing background desirable.
• A degree in business or related discipline.
• Client or Project Management experience desirable.
• Experience with training and managing quality in a complex multi-client environment.
• Excellent written and verbal communication skills.
• Experience managing Work Force Planning / Optimisation (desirable not essential).
• Excellent motivational and organisational skills.
• IT literate, including all MS platforms.

Experience:

• Previous experience as a Claims Team Leader or senior claims role.
• Demonstrated experience leading claims staff, coaching, and supporting technical decision-making.
• Experience analyzing claims data, identifying patterns, and responding to operational issues.
• Familiarity with claims quality standards and complaint resolution processes.
• Proficient in Microsoft Word / Excel / PowerPoint.
• Demonstrated strong people management skills.

Benefits of Working for Sedgwick in Ireland:

• Bike to Work Scheme
• Tax Saver Travel Scheme
• Discounted onsite Gym Membership (Dublin 4)
• Discounted onsite Montessori (Dublin 4)
• EAP – Employee Assistance Programme
• Health Insurance Scheme
• Life Cover
• PHI – Permanent Health Insurance
• Exams & Professional Membership Fees
• Professional and personal development opportunities.

Regulatory Information:

Sedgwick Ireland is regulated by the Central Bank of Ireland (CBI). This role is subject to the Minimum Competency Code (MCC) as set out by the CBI. This code sets out the minimum professional standard for any person providing certain financial services, in particular when dealing with consumers. This role is classified as a Controlled function (CF5, CF6 & CF7) and is subject to Fitness and Probity Standards, including the requirements outlined in the Individual Accountability Framework Act 2023. Successful candidates will receive training in relation to all regulatory requirements applicable to them.

Sedgwick is an Equal Opportunity Employer.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Sedgwick retains the discretion to add or to change the duties of the position at any time.

Key skills/competency

• Claims Leadership
• Insurance Operations
• Process Improvement
• Regulatory Compliance
• Performance Management
• Customer Service
• Team Development
• Workforce Planning
• Risk Management
• Sedgwick Culture