Capita Experience is transforming how regulated insurance services are delivered across Europe. Our Personal Lines division partners with leading insurance providers to deliver exceptional customer experiences, regulatory compliance, and operational excellence. As part of our growth journey, we’re seeking a passionate and performance-driven Team Manager to lead frontline teams and support the strategic vision of the Head of Personal Lines.

This is a Hybrid role based in Little Island, Cork. While the position offers hybrid working flexibility, the successful candidate must be a resident in Ireland to meet operational requirements.

Job title:

Team Manager - Personal Lines

Job Description:

As a Team Manager, you will be responsible for leading a team of Customer Service Advisors and Team Coaches delivering regulated services in line with Central Bank of Ireland MCC standards. You’ll play a key role in coaching, performance management, and regulatory oversight, ensuring your team meets SLAs, KPIs, and compliance requirements. This role demands a proactive leader with strong interpersonal skills, a passion for customer excellence, and a commitment to continuous improvement.

We’re seeking a high-calibre, adaptable leader with a hands-on approach, a positive mindset, and a passion for learning. If you thrive in a fast-paced, evolving environment and are ready to make a significant impact, we’d love to hear from you.

What you will be doing:

Lead, coach, and develop a multi-location team of Customer Service Advisors and Team Coaches.
Ensure delivery of regulated services in line with MCC standards and CBI compliance.
Support team members in achieving APA qualifications and and maintaining MCC accreditation.
Monitor and manage team performance against SLAs, KPIs, and quality metrics.
Collaborate with the Head of Personal Lines to execute strategic initiatives and transformation projects.
Champion a culture of customer excellence, compliance, and continuous improvement.
Identify and escalate risks, ensuring a robust control environment and strong risk culture.
Contribute to process improvement and digitisation initiatives, including AI and automation use cases.
Foster a collaborative and communicative relationship with internal stakeholders and clients.
Analyse performance and deliver continuous improvement to maximise the efficiency of the operation.
Ensuring we comply with our reporting and regulatory requirements with the CBI, and other statutory bodies.
Maintaining a robust control environment with the function, including promoting a strong risk culture. Ensuring ongoing compliance with applicable laws and regulations.

Who we are looking for:

CIP, QFA, or APA qualified in General Insurance .
Minimum 2 years’ experience in a regulated general insurance environment.
Proven experience in team leadership or supervisory role within contact centre or insurance operations.
Strong understanding of MCC requirements and CBI regulations.
Excellent communication, coaching, and performance management skills.
Comfortable working in a fast-paced, remote-first environment.
Tech-savvy with an interest in digital transformation and data-driven decision-making.
Hands-on, proactive leadership style.
Strong problem-solving and decision-making abilities.
High emotional intelligence and adaptability.
Commercial awareness and customer-centric mindset.
Ability to inspire and motivate teams to achieve excellence.

What’s In It For You

Competitive salary
22 days annual leave
High street discounts
Pension scheme
Opportunities to grow and develop your career

If this role sounds of interest, please click on apply and a member of the Talent Acquisition Team will be in touch to discuss your application further.

Location:

Little Island

Ireland

Time Type:

Full time

Contract Type:

Permanent

Team Manager - Personal Lines

Benefits

Job Description