Banking - Contact Centre Lead

Morgan McKinley; Dublin; On-site; EUR 85,000 - 110,000; Full time

Job summary

Morgan McKinley is seeking an Operations Unit Lead for a major financial institution based in the West of Ireland. You will lead Contact Centre teams, drive performance and deliver high-quality customer service against operational targets.

You will oversee regulatory compliance, risk controls and process improvements through automation, collaborating with stakeholders on capacity planning, training and readiness for new product launches.

Qualifications

• Proven experience managing Contact Centre operations and motivating frontline teams.
• Strong knowledge of Contact Centre processes and platforms such as Genesys.
• Understanding of payment services, financial services regulations and compliance requirements.
• Risk-aware, with the ability to identify issues and implement appropriate controls.
• Excellent analytical, organisational and problem-solving skills.
• Target-driven, with the ability to translate business objectives into measurable performance goals.
• Strong stakeholder management skills and the ability to work effectively within a wider management team.
• Understanding of broader business objectives and priorities.
• Strong work ethic and commitment to operational excellence.

Responsibilities

• Lead and develop Contact Centre teams through recruitment, training, coaching and performance management.
• Deliver high-quality customer service while meeting operational targets, budgets and efficiency goals.
• Monitor performance, identify improvement opportunities and optimise processes through automation and technology.
• Oversee daily Contact Centre operations and maximise the effectiveness of workforce management platforms.
• Prepare teams for new product launches, service changes and business initiatives.
• Ensure regulatory compliance, manage operational risks and maintain appropriate controls.
• Collaborate with stakeholders on capacity planning, recruitment, training and operational readiness.
• Translate business objectives into team and individual targets.
• Develop frontline leaders and promote continuous improvement and customer satisfaction.

Skills

Contact Centre management

Genesys platform

Regulatory compliance

Risk management

Stakeholder management

Analytics

Process improvement

Leadership

Job description

Our client, one of the fastest growing financial institutions in Ireland, are seeking to add an Operations Unit Lead to their growing team based in the West of the country.

The successful candidate will be a driving force as the client looks to maintain and build it's presence within the Irish market.

Key Responsibilities

• Lead and develop Contact Centre teams through recruitment, training, coaching and performance management.
• Deliver high-quality customer service while meeting operational targets, budgets and efficiency goals.
• Monitor performance, identify improvement opportunities and optimise processes through automation and technology.
• Oversee daily Contact Centre operations and maximise the effectiveness of workforce management platforms.
• Prepare teams for new product launches, service changes and business initiatives.
• Ensure regulatory compliance, manage operational risks and maintain appropriate controls.
• Collaborate with stakeholders on capacity planning, recruitment, training and operational readiness.
• Translate business objectives into team and individual targets.
• Develop frontline leaders and promote continuous improvement and customer satisfaction.

Skills & Experience

• Proven experience managing Contact Centre operations and motivating frontline teams.
• Strong knowledge of Contact Centre processes and platforms such as Genesys.
• Understanding of payment services, financial services regulations and compliance requirements.
• Risk-aware, with the ability to identify issues and implement appropriate controls.
• Excellent analytical, organisational and problem-solving skills.
• Target-driven, with the ability to translate business objectives into measurable performance goals.
• Strong stakeholder management skills and the ability to work effectively within a wider management team.
• Understanding of broader business objectives and priorities.
• Strong work ethic and commitment to operational excellence.