Senior French Speaking Customer Operations Agent, Dublin

Description

This role is responsible for core processing within specific functions, depending on the individual team, within the Customer Operations Functional Area, and is responsible for the quality processing for Corporate / Retail Clients on behalf of FNZ.

This means the following key requirements,

The role holder will be responsible for all aspects of day to day processing, ensuring that all processes are followed correctly and completed to a high level of quality, maintaining customer files and records, issuing quotes or payments and helping out on additional tasks outside the normal day to day work as required. High level of proficiency in both written and spoken business French is essential as well as experience in the French life insurance marketThe role holder will play a lead role for service delivery to our clients based in France from their core activities, ensuring accuracy, compliance, and achievement of service standards in accordance with clients’ KPIs.

Specific Role Responsibilities

Strategy

Deliver best in class operational services to clients and internal partners.Support operational relationships across the global business, ensuring collaborative engagement and partnering to achieve the best results and protection for clients and the business.As an internal stakeholder drive and positively support the relationships globally to create a positive, collaborative, and engaged relationship.Engage with external stakeholders in relation to their team’s issues, service standards, change and risk including clients, , consultants, , third parties,

Process

Ensure that completion of daily tasks are true and accurate, minimising errors with processing and quality actions,Delivery of KPI / KRI’s in relation to customer contractual terms, taking action to prevent failure, through quality processing,Support, contribute to, and challenge the delivery of the Operational Transformation Programme (or any other continuous improvement programme), ensuring delivering and milestone completion for the team.Complete personal risk management, covering Control Attestation, Risk Event and Breach Reporting, ensure accurate and timely reporting, with focus on quality and prevention.Ensure adherence of operational controls, to reduce errors and mitigate potential for fraud; and deliver reporting / evidence to the Manager and/or Senior Officers to evidence standards achieved.Support & Drive quality of processing for handling client assets and client money within role; and deliver reporting / evidence to the Manager evidence standards achieved.

People

Maintain training requirementsEncourage a culture of collaboration, supportive challenge and discussion through openness and ethical decision making.Be an effective communicator, ensuring that information is communicated effectively in both French and English to necessary parties and in a timely manner for purpose of rapid resolutionEnsure compliance with all mandatory training is completed in a timely fashion.Support, implement and manage the FNZ culture, meeting the FNZ conduct standards and focus on collaboration, debate, openness, and engagement for staff.Develop professional and technical knowledge and skills, via training & development, in order to meet Continuing Professional Development requirements.

Experience required

Required Knowledge & Skills

A degree or equivalent in business would be an advantageExperience in French Life Insurance marketOperations experience within the Wealth Management / Insurance or pensions industry.Experience in delivery of superior client/customer services.Experience in standard office based applications, eg word, outlook, excelThe ability to work accurately and to deadlines.Excellent interpersonal, communication and influencing skills.Change management experience would be advantageousAble to demonstrate understanding of regulations that apply within the region ie FranceAbility to communicate fluently in French, both written and verbal with a wide range of FNZ clients, consultants and agents - this is essential.