Team Leader
Job ID: AP124
Reports to: Steven Looney, Head of Product & Customer Retention & Kevin O’Callaghan, Head of Sales
Location: Onsite – GMIB Killarney, Co. Kerry
About The Role:
An upcoming opportunity will shortly arise within the Personal Lines team, and we invite interested staff members to express their interest in the role.
We are seeking candidates who demonstrate strong organisational capabilities, a proven ability to lead and motivate teams, and a commitment to driving performance through effective implementation and tracking. The successful applicant will also be responsible for ensuring that onboarding processes for both new and existing clients are completed efficiently and within agreed timelines.
The following are the key responsibilities of the team leader role:
- To compile daily, weekly and monthly performance reports for review and discussion with directors and senior management.
- To co-ordinate the training of all new entrants in partnership with the technical trainer.
- Ensure that exceptional standards of Customer Service are prioritised for all Personal Lines clients.
- Mentor team members to ensure the levels of competence and capabilities are continuously improving. Provide feedback to key stakeholders on progress.
- Work with the HR Business Partner and Personal Lines Managers to manage staff leave and agree staffing numbers to ensure adequate staff levels are available to manage the business needs of the team.
- To monitor the team’s performance in terms of case volumes and workload.
- To monitor team performance on call quality.
- To manage workflow (emails, post, accounts) and delegate workload to staff during peak and quiet times.
- To implement, create and adapt all GMIB processes that are essential to the day-to-day running of the department.
- To manage all incoming and outgoing documentation to the office.
- To manage the setup of all finance applications for NB and Ren clients.
- To assist with daily cash up for the office when required.
- To track NB & REN Sales and ensure all documentation is collected within our agency agreements.
- To effectively deal with all complaints relating to NB & REN on boarding.
- Escalating any issues to senior management when necessary
- Work closely with our compliance manager on the implementation and auditing of policies and procedures for your department. Identify and escalate any compliance or Data protection issues that may arise.
- Attend and provide relevant updates at weekly team leader meetings.
- Other duties as delegated by Management.
About You
- Proven ability to lead and motivate teams, while consistently delivering on KPIs aligned with management objectives
- Strong communication and interpersonal skills, including a confident and professional phone manner
- Exceptional organisational skills with a keen eye for detail
- Demonstrated experience in delivering outstanding customer service
- Advanced planning and time management capabilities
- Resilient under pressure, with the ability to manage multiple priorities and respond effectively to challenging situations
- Proficient in Microsoft Office and other relevant IT systems including the Relay software package.
- Solid understanding of Premium Credit Finance processes and systems
- Highly self-motivated, enthusiastic, and focused on finding effective solutions
- Actively committed to pursuing relevant qualifications and continuous professional development
- Collaborative team player who contributes positively to company growth and culture
- Enjoys interacting and building relationships with customers and is comfortable working in a fast-paced dynamic environment.
- Skilled in maintaining strong working relationships with insurers, Premium Credit contacts, and other key stakeholders, with a proactive approach to resolving issues
We are happy to make reasonable adjustments that might be needed during the recruitment process, and we will ask if there are any such requirements if you are invited to an interview.
For further information on this position please reach out to Caroline Kelly, HR Business Partner (ckelly@gmib.ie)
Closing Date: 22nd September 2025
