Manager

Medserv; Ireland; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Annual leave + discretionary days

Health insurance

Enhanced pension

Life assurance

Gym membership

EAP & career development

Job summary

Medserv in Athlone, Ireland, seeks an RPM IE Manager to lead our Practice Support services, driving operational and commercial performance. You will be the senior link between clients and internal teams, delivering high-quality service and managing change across the RPM IE operation.

You will direct Supervisors, oversee onboarding and escalations, and partner with senior stakeholders to shape strategy, growth, and continuous improvement. A dynamic leader with strong client focus is essential.

Qualifications

• Proven management experience leading teams.
• Strong commercial awareness with focus on performance metrics (KPIs, SLAs, revenue).
• Ability to influence, negotiate and maintain client relationships.

Responsibilities

• Provide leadership to RPM IE operation ensuring KPIs, SLAs and targets are achieved.
• Build and maintain relationships with clients and internal teams; oversee onboarding of new clients.
• Lead Supervisors; manage performance, development and succession planning.
• Shape RPM IE strategy, partner with Business Development for growth opportunities.
• Drive continuous improvement, governance, and reporting across the operation.

Skills

Leadership & people management

Commercial acumen & P&L awareness

Decision making & problem solving

Stakeholder management

Communication & relationship-building

Analytical & Excel skills

Travel readiness

Tools

Excel

Salesforce

Job description

Role overview:

As the RPM IE Manager, you will provide strong leadership and direction to the team, ensuring the effective and successful delivery of our Practice Support services. You will be responsible for driving operational performance, developing and maintaining strong relationships with both new and existing clients, and ensuring a consistently high standard of service for our clients, patients and stakeholders.

You will act as a key point of contact between clients and internal teams, working collaboratively across the business to understand client requirements, resolve issues and ensure services are delivered efficiently, accurately and in line with agreed expectations. You will proactively identify opportunities to improve processes, enhance client experience and support the continued growth and development of the RPM service.

This is a fast-paced, commercially focused management role requiring a confident and dynamic leader who can effectively prioritise competing demands, make informed decisions and lead the team through challenges and change. You will be expected to foster a positive, accountable and high-performing team environment while maintaining a strong focus on operational excellence, client satisfaction and business objectives.

Primary Duties:

Operational & Commercial Leadership

• Have overall accountability for the performance and output of the RPM IE operation, ensuring agreed KPIs, SLAs, quality standards, revenue and margin targets are achieved.
• Drive the ongoing success and profitability of RPM IE, identifying opportunities to improve productivity, efficiency and commercial performance.
• Make key operational decisions and provide clear direction to Supervisors and wider teams, ensuring priorities are aligned with business objectives.
• Monitor operational capacity, resource requirements and performance, taking timely action where risks or issues are identified.

Client & Service Delivery

• Build and maintain strong relationships with existing and prospective clients, acting as a senior point of contact for key clients and escalations.
• Oversee the successful implementation and transition of new clients, ensuring operational requirements, resources, training and service expectations are clearly understood and delivered.
• Take ownership of significant client, patient and service escalations, including complaints and concerns, ensuring timely resolution and appropriate follow-up.
• Promote a consistently high standard of service and recognise positive client and patient feedback, using insights to improve the overall client experience.

People Leadership

• Lead and develop the Supervisors, ensuring they effectively manage team performance, productivity, quality, attendance and employee development.
• Create a culture of accountability, ownership, collaboration and high performance across the wider RPM IE team.
• Oversee learning and development, recruitment, succession planning and workforce requirements in line with the needs of the operation.
• Provide coaching, support and challenge to Supervisors, ensuring they have the skills and confidence to lead their teams effectively

Strategy & Stakeholder Management

• Work closely with the SLT and key internal stakeholders to shape and deliver RPM IE strategy and ensure alignment with wider company goals.
• Partner with Business Development to identify new opportunities, prospective clients and areas for growth, providing operational and commercial insight to support business development activity.
• Represent RPM IE at senior level across the wider business and with external stakeholders, contributing to strategic projects and company-wide initiatives.
• Lead the operation through periods of change, growth and challenge, ensuring clear communication, engagement and continuity of service.

Continuous Improvement & Innovation

• Drive continuous improvement across RPM IE, challenging existing processes and ways of working to identify efficiencies and enhance service delivery.
• Encourage Supervisors and teams to think creatively, challenge the status quo and develop innovative solutions to operational and client challenges.
• Identify trends, risks and opportunities and translate these into clear actions and measurable improvements.
• Support the ongoing development of systems, processes, training tools and ways of working to ensure RPM IE continues to evolve with client and business needs.

Reporting & Governance

• Own RPM IE operational reporting, ensuring accurate and meaningful information is available to support performance management, decision-making and strategic planning.
• Review performance and commercial data regularly, identifying trends and taking appropriate action to address underperformance or emerging risks.
• Ensure appropriate quality assurance, audit and governance processes are in place and that findings are acted upon.
• Lead regular operational and stakeholder meetings, ensuring clear actions, accountability and follow-through.

Client, Team & Business Advocacy

• Foster a culture of going above and beyond for clients, patients and colleagues while balancing service excellence with commercial and operational requirements.
• Ensure learning from complaints, compliments, escalations and operational challenges is shared and used to improve the wider operation.
• Take ownership of strategic and operational initiatives that contribute to the continued growth, development and success of RPM IE.

Skills Required:

• Proven management and leadership experience, with strong people management and performance management skills.
• Ability to lead, motivate, coach and hold teams accountable for delivering results.
• Strong commercial awareness and understanding of operational performance, productivity, revenue and margin.
• Excellent decision-making, problem-solving and organisational skills, with the ability to manage competing priorities in a fast-paced environment.
• Strong analytical and numeracy skills, with experience using Excel, Salesforce and reporting tools to drive informed decisions.
• Excellent communication and interpersonal skills, with the ability to influence and build strong relationships with clients and senior stakeholders.
• Ability to manage challenging situations, complaints and escalations with professionalism, empathy and sound judgement.
• A proactive and innovative approach, with the ability to identify opportunities, challenge existing ways of working and drive continuous improvement.
• Flexible and willing to travel between office locations and attend client meetings and business events nationwide, including occasional overnight travel.

What We Offer:

• Annual leave - 21 days' annual leave plus 2.5 discretionary company days
• Holiday Plus scheme - purchase additional leave through our HPS
• Service-based leave accrual - accrue more leave the longer you're here
• Flexi start - giving you greater flexibility to balance work and personal commitments
• Corporate health insurance - company-funded cover through Irish Life
• Enhanced pension - employer contributions above the statutory minimum
• Life assurance - available from day one
• Enhanced maternity and paternity leave - subject to eligibility
• Funded gym membership - supporting your health and wellbeing
• Employee Assistance Programme (EAP) - confidential wellbeing support for you and your family
• Professional development - investment in training, certifications and career progression
• Sports and social programme - regular company events and team activities
• Comfortable workplace amenities - healthy food options and comfortable recreational spaces
• Tax-efficient benefits - including commuter travel support and the Bike to Work Scheme
• Travel Opportunities - travel to our sites in Poland and the UK
• Employee referral bonus - know someone that might be a fit - earn a bonus for successfully referring talented people to join our team

Additional Information:

• This is a 6-month acting role
• This role is based from our Athlone Office
• We use screening tools to assist with our hiring process. Please review our Candidate Privacy Notice at medserv.ie/candidate-privacy-notice for further information