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Direct Channel Delivery Manager


  • Wexford
  • Negotiable
  • Permanent full-time
  • Updated 27/11/2012
  • David Connolly
this job is expired
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Direct Channel Delivery Manager


About Zurich
Zurich is one of Ireland's leading insurance companies. We offer a wide range of products, from Private Motor and Home Insurance to Engineering, Commercial Property and Professional Indemnity Insurance. We are one of the largest insurers in Ireland, employing over 400 people. Our ongoing commitment to service excellence has been recognised throughout the industry, with both the Irish Brokers Association and the Professional Insurance Brokers Association awarding Zurich the number one position for service excellence in both 2010 and 2011. We are part of the Zurich Insurance Group, an insurance-based financial services provider. Our headquarters are in Zurich, Switzerland. Founded in 1872, we now have a global network of subsidiaries and offices in North America, Europe, Asia-Pacific, Latin America and other markets. Our 60,000 employees serve customers in more than 170 countries. Zurich Insurance plc is regulated by the Central Bank of Ireland. It is registered in Ireland under company registration number 13460. Registered office: Zurich House, Ballsbridge Park, Ballsbridge, Dublin 4, Ireland.

The Role
Reporting to the Chief Operating Officer this role has two main area’s of focus:
-The delivery of Service Level Agreements (SLA’s) to Direct Customers
-The delivery of Direct Gross Written Premium (GWP) targets. The Direct Channel Delivery Managers’ responsibility is the delivery and maintenance of service excellent standards to all direct customers. This includes the execution of “on the ground” sales & service proposition within Operations. The establishment of new business acquisition and retention initiatives to deliver directs’ GWP targets.

Key Accountabilities
Key responsibilities will include but will not be limited to:
-Delivery of Direct GWP targets including new business and retention.
This will include maintaining an awareness at all times of developing trends in Direct selling (new business and retention) and implementing actions to respond to changes in customer demands and behaviour
-Keeping abreast of industry legislative changes and technological advancements. This will include maintaining an awareness at all times of developing trends in direct selling (new business and retention) and implementing actions to respond to changes in customer demands and behaviours
-Delivery of the highest standards of customer services to all direct customers
-Implement a strong customer services and sales focus and culture across teams
-Actively manage the services provided through all Direct Sales channels including telesales, web & mobile technologies.
-Ensure delivery of agreed service level agreements (SLA’s) to direct customers, telephone service, post, customer experience
-Analysis of daily KPI’s (Key Performance Indicators) and establishing methods to deliver improvements
-Systematic sales reporting and a robust approach to budgets and targets
-Foster a positive working environment focusing on co-operation and shared learning’s to drive results
-Motivation and empowerment of others in order to reach strategic objectives

Skills and Experience
Technical Competencies:
-Ideally have a minimum of 3-5 years specific sales experience managing large numbers of staff
-Underwriting & Business processing knowledge
-Chartered Insurance Institute qualification and any other relevant professional designation
-A proven track record in a fast paced operations and sales management role
-Proven track record of identifying and organising resources needed to accomplish tasks.
-Proven track record of mentoring and developing a high performance team
Non Technical Competencies:
-Excellent communication, motivational and organisational skills
-Creative problem solver
-Strong problem solving, decision making and judgment skills.
-Focused on customer needs and satisfaction. Sets high standards for quality and quantity, consistently achieving project goals and meeting client expectations
-Proven ability to meet service levels and sales targets
-Flexibility and adaptable to change
-A constructive & collaborative approach to work is essential
-Ability to lead and implement change pro-activity
-Confidence: Ability to be assertive and challenge those in higher positions
-Resourcefulness - i.e. avoid reinventing the wheel
-Need to be able to prioritise individual workload to ensure key deliveries are met


-Working at all times lawfully and in accordance with pre defined regulatory, compliance and financial requirements e.g. Fitness & Probity Regime, TCF, Data Protection, Code of Conduct, Health and Safety, General Insurance Standards Council and Financial Services Authority Standards.
-Working at all times in accordance with group/company policy and processes


-Fast moving
-Customer Centric
-Results Driven

Please complete your application online. Closing date for applications 2nd October 2012, early applications are encouraged as interviews may take place before the closing date. This role falls under the Fitness and Probity regime.

To apply for this position please click here

Ref: IR00732_1352284456
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