Experience

Crédit Agricole Creditor Insurance (CACI)

• Ireland
• Insurance
• 100 - 200 Employee

• Complaints Team Leader

  • Nov 2018 - Present

  Management and development of the international Complaints Team (France, Poland, Germany, Italy, Portugal and Spain) through directing and training, supporting and delegation of tasks, maintaining positive communication, motivating and coaching all team members. Maintaining morale and workplace harmony. Ensuring clarity around priorities and goals for the entire functional area. Reinforce motivation of employees by communicating, planning and executing of the company roadmap effectively. Analysing and validating high-level complaints for the entire portfolio. Control of all businesses including the TPAS and Financial partners’ activities to ensure consistency and quality. Improving the structure around customer resolution and complaint management. Preparation of various and complex reporting and presenting them to different Committees and stakeholders (Complaints Management Committee, Board Committee, Audit and Risk Committee, International Partnership Committee). Ensuring that the working practices of the Complaints Department comply with all aspects of changing legislation. Planning, production and submission of regulatory reports for European Regulators (Italy, Poland, Germany and Portugal). Maintaining knowledge of regulations applicable to the business (EIOPA, Regulators across Europe), as well as pertinent internal or regulatory policy and procedural changes. Monitoring and optimising the company’s legal costs and fees in line with the Credit Agricole Group’s recommendation. Working across divisions and stakeholders to achieve operational excellence. Reviewing and updating the policies and procedures according to new rules and regulations for both internal (Operation department) and internal (TPAs and Financial partners) processes.