Claims Process Improvement Lead - FNOL - 12 Month Contract, Dublin Pike

We are proud to be one of the world’s most trusted insurance companies and Ireland’s #1 Property&Casualty insurer, serving over 900,000 customers across Ireland for over 100 years. With more than 800 people in Allianz Ireland, we support our employees’ needs and aspirations.

This role is officially based in Elm Park, Dublin 4, and offers a hybrid working model that combines flexibility and support to help you excel. The Process Improvement Lead will play a critical role in transforming the First Notification of Loss (FNOL) stage within Motor Damage Claims.

Key Responsibilities

Own the end-to-end FNOL journey from first customer contact through to correct claim routing.

Identify performance gaps including rework, delays, and customer friction points.

Design, test, and implement enhanced FNOL and triage workflows to optimize efficiency and outcomes.

Establish and embed clear decision frameworks and structured escalation pathways.

Leverage automation and digitization opportunities to streamline processes and improve quality.

Lead, coach, and develop a team of FNOL handlers, fostering a culture of accountability and ownership.

Set clear expectations on performance, quality, and customer outcomes.

Effectively balance telephony demand with accurate claim intake and routing to maintain service excellence.

Promote continuous improvement by embedding Lean principles and encouraging innovative problem‑solving.

Ensure consistent execution of FNOL processes across the team, maintaining high standards of quality and efficiency.

Define and track FNOL performance metrics such as quality, routing accuracy, and cycle time to measure progress and inform iterative improvements.

Use data‑driven insights to identify trends, diagnose root causes, and prioritize impactful changes.

Lead Agile interventions to address underperformance, using iterative feedback loops to drive sustainable improvements.

Ensure first‑time claim routing accuracy to minimize downstream rework and deliver faster, higher‑quality outcomes.

Establish sustainable practices and governance frameworks aligned with Agile principles of adaptability and continuous improvement.

Key Requirements / Skills&Experience

Proven experience in process improvement and leading change initiatives.

Data‑driven mindset with the ability to translate insight into action.

Strong customer focus with a commitment to improving customer outcomes.

Minimum of 3 years’ experience in General Insurance, ideally in Claims or Underwriting.

Relevant professional qualifications (e.g., APA, CIP, MDI, or ACII).

Desirable

Background in Motor Claims and/or FNOL environments, with an understanding of claims processes and challenges.

Experience working within Agile or iterative environments.

Leadership experience, including coaching, facilitating, and managing change within a team or across cross‑functional responsibilities.

Familiarity with Agile methodologies (Scrum, Kanban) and Lean/continuous improvement frameworks.

Understanding of core principles and practical applications of data analytics or artificial intelligence.

Our Benefits We offer a competitive remuneration package, generous pension scheme contributions, health insurance, a working‑from‑home allowance, numerous wellbeing and family benefits, an onsite gym, and a well‑connected, accessible location with onsite staff parking and free lunches.

Allianz plc is regulated by the Central Bank of Ireland. Appointment to this role is subject to the requirements provided by the Central Bank of Ireland and relevant regulations.

We welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, social class, disability or sexual orientation, or any other characteristics protected under applicable local laws and regulations.

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