Operations Manager (Hybrid)

Join our mission to advance customer-first practices and elevate operational excellence at iptiQ - where collaboration meets innovation to redefine the future of insurance!

About the Role

In this role you will work closely with cross-functional teams across iptiQ EMEA L&H. Your role will be instrumental in embedding a customer-centric approach across all business activities, ensuring customer satisfaction and operational excellence.

Key responsibilities:

• Coordinate the preparation of conduct metrics versus thresholds reports and collaborate with business owners to identify risks and implement mitigation actions.

• Prepare and maintain comprehensive complaints handling reports, monitor relevant metrics, identify areas for improvement, and execute actions to address them.

• Identify, report, and monitor operational issues and events in partnership with business owners, ensuring timely and quality resolution through well-defined action plans.

• Maintain and track the control environment, ensuring thorough assessments and evaluations, and develop action plans as needed.

• Monitor adherence to standards and guidance across functions, ensuring compliance and alignment with established practices.

• Develop, maintain, and report transformation KPIs regularly, ensuring services meet agreed SLAs.

• Support the integration of customer conduct into strategic decision-making processes and drive initiatives that prioritize customer-first practices.

• Collaborate with cross-functional teams to embed customer conduct best practices into daily operations, ensuring a consistent and coordinated approach.

About You

The ideal candidate is a self-motivated professional with strong problem-solving skills, capable of driving transformation and fostering collaboration. You excel at communicating complex concepts effectively to diverse audiences and have experience in monitoring and reporting KPIs or metrics, with a proactive approach to addressing identified issues.

You will also demonstrate: 

• 3+ years of previous experience in this field or related functions

• Knowledge of customer excellence practices and conduct risk management principles, regulatory requirements, and industry standards

• Retail insurance experience in Life and Health, Property and Casualty is a plus

• Proficiency in English is a requirement

For Slovakia the base salary range for this position is between 1 900 EUR and 3 200 EUR per month (for a full-time role). The specific salary offered considers:

• the requirements, scope, complexity and responsibilities of the role,

• the applicant’s own profile including education/qualifications, expertise, specialisation, skills and experience.

In addition to your base salary, you may be eligible for additional rewards and benefits including an attractive performance-based bonus.
 
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