Operations Team Lead

Tata Consultancy Services; Ireland; On-site; EUR 60,000 - 85,000; Full time

Benefits offered by this job

Pension

Health care

Life assurance

Laptop

Training resources

Job summary

Tata Consultancy Services in Ireland is seeking an Operations Team Lead to lead and develop a high-performing team within a regulated Life & Pensions environment. You will act as a quality analyst, coach, mentor and trusted leader, driving operational excellence and customer outcomes.

You will gain expertise in Life & Pensions products, processes and systems, becoming a key partner to stakeholders while conducting QA reviews and supporting colleague development and performance improvements.

Qualifications

• Proven experience leading teams in operational, customer service, financial services or shared services.
• Demonstrated ability to rapidly acquire and apply knowledge of products, processes and systems.
• Experience managing team performance against productivity, quality and service level objectives.

Responsibilities

• Create a high-performing, engaged and customer-focused culture.
• Lead, motivate and develop a team of Operations Specialists.
• Conduct regular one-to-one meetings, coaching sessions and performance reviews.
• Create individual development plans and support career progression.
• Foster accountability, collaboration and continuous learning.
• Support onboarding, training and knowledge development across the team.
• Manage workloads and resource allocation to meet service delivery objectives.
• Act as the first escalation point for operational queries and team support.
• Encourage knowledge sharing and best practices across the operation.
• Monitor performance against KPIs, SLAs and quality standards.
• Ensure work is completed accurately and within timeframes.
• Identify operational challenges and implement solutions.

Skills

Team leadership

Coaching

Quality assurance

Regulatory knowledge

Stakeholder management

Life & Pensions domain knowledge

Operational excellence

Analytical skills

Project management

Education

Bachelor's degree or equivalent

Job description

Job Type: Permanent

Careers at TCS: It means more

TCS is a purpose-led transformation company, built on belief. We do not just help businesses to transform through technology. We support them in making a meaningful difference to the people and communities they serve - our clients include some of the biggest brands in the UK and worldwide. For you, it means more to make an impact that matters, through challenging projects which demand ambitious innovation and thought leadership.

• Delivering Real Service Impact – Your work ensures efficient support across phone, email, and digital channels making certain that customers receive the help they need quickly, contributing directly to smooth operations and a positive overall service experience.
• Developing Strong Professional Skills – Working across call-centre, service-centre and administrative functions will help you build valuable communication, problem‑solving, and organisational abilities that are essential in any modern service environment.
• Being a part of a Collaborative Team – Join a collaborative team of over 100 professional team members, where knowledge-sharing and mentorship helps you learn, thrive and succeed every day.

The Role:

As an Operations Team Lead, you will have the opportunity to lead, inspire and develop a high-performing team within a fast-paced and highly regulated Life & Pensions environment.

This is more than a people management role. You will play a key part in shaping the future success of the operation by building team capability, driving operational excellence and creating an environment where colleagues can learn, grow and perform at their best. You will act as a quality analyst, coach, mentor and trusted leader, helping individuals maximise their potential while delivering exceptional customer and business outcomes.

You will quickly develop expertise in Life & Pensions products, processes and systems, becoming a trusted subject matter expert for your team and a key partner to stakeholders across the business. Alongside your leadership responsibilities, you will complete regular quality assurance reviews, using your insights to support colleague development, improve performance and continuously enhance the quality of service delivered.

Working collaboratively with internal stakeholders, you will champion a culture of accountability, innovation and continuous improvement while ensuring regulatory, client and business objectives are consistently achieved.

Why This Role Matters

This is an opportunity to lead a critical operational team that delivers outstanding service and customer outcomes within a regulated Life & Pensions environment. You will develop people, drive performance, oversee quality, build product and process expertise, and play a key role in shaping operational excellence. If you're passionate about leadership, coaching and continuous improvement, this role offers an exciting opportunity to make a meaningful impact while advancing your career in financial services.

Your responsibilities:

• You will play a key role in creating a high-performing, engaged and customer-focused culture.
• Lead, motivate and develop a team of Operations Specialists.
• Conduct regular one-to-one meetings, coaching sessions and performance reviews.
• Create individual development plans and actively support career progression.
• Foster a culture of accountability, collaboration and continuous learning.
• Support onboarding, training and knowledge development across the team.
• Manage workloads and resource allocation to ensure service delivery objectives are achieved.
• Act as the first point of escalation for operational queries and team support.
• Encourage knowledge sharing and best practice across the operation.

Operational Performance & Service Delivery

• You will be accountable for ensuring the team consistently delivers high-quality outcomes while meeting operational targets.
• Monitor team performance against key performance indicators, service levels and quality standards.
• Ensure work is completed accurately, efficiently and within agreed timeframes.
• Manage daily operational performance and proactively address any risks to service delivery.
• Identify operational challenges and implement effective solutions.
• Support delivery of business objectives and departmental initiatives.
• Escalate emerging issues and provide recommendations for resolution.
• Drive a culture of ownership and accountability across the team.

Quality Assurance & Risk Management

• Ensuring quality, consistency and regulatory compliance will form a key part of your leadership role.
• Complete regular weekly quality assurance reviews across team activities to ensure adherence to operational, client and regulatory standards.
• Provide constructive coaching and development feedback based on QA outcomes.
• Identify quality trends, recurring errors and opportunities for improvement.
• Work closely with team members to address quality gaps and enhance overall performance.
• Ensure lessons learned from QA activity are shared and embedded across the team.
• Monitor quality performance metrics and support action plans to drive continuous improvement.Support audit, governance and compliance activities where required.
• Promote a culture of accountability, accuracy and customer focus.

Product & Process Expertise

• A key expectation of this role is developing operational knowledge and using that expertise to support both team performance and business improvement.
• Develop and maintain expert knowledge of Life & Pensions products, operational processes and supporting systems.
• Become a trusted subject matter expert and first point of contact for technical and process-related queries.
• Support colleagues in interpreting procedures and applying best practice.
• Identify process inefficiencies, control weaknesses and opportunities to improve operational performance.
• Analyse trends and recurring issues to determine root causes and recommend sustainable solutions.
• Collaborate with stakeholders to implement process enhancements and operational improvements.
• Champion knowledge sharing and contribute to the continuous development of team capability.

Stakeholder Management

• Build strong working relationships with internal stakeholders, clients and business partners.
• Collaborate effectively with Training, Quality, Compliance and Operational teams.
• Provide regular updates on team performance, quality outcomes and improvement initiatives.
• Prepare and present management information, insights and performance reports.
• Represent the team in meetings, projects and business initiatives.
• Act as a key link between operational teams and management.

Your Profile:

Essential skills/knowledge/experience:

We're looking for an engaging and proactive leader who is passionate about developing people, improving processes and delivering operational excellence.

• Proven experience leading, coaching and developing teams within an operational, customer service, financial services or shared services environment.
• Demonstrated ability to rapidly acquire and apply knowledge of products, processes and systems.
• Experience managing team performance against productivity, quality and service level objectives.
• Strong coaching and feedback skills, with the ability to develop colleagues through quality assurance reviews and performance discussions.
• Experience using performance and quality data to identify trends, improve outcomes and drive operational excellence.
• Strong analytical and problem-solving capabilities with the ability to identify root causes and implement sustainable solutions.
• Ability to act as a subject matter expert, providing guidance and support on technical and operational matters.
• Excellent stakeholder management and communication skills, with the ability to influence positive outcomes across multiple teams.
• Strong organisational skills with the ability to prioritise effectively and manage competing demands.
• A continuous improvement mindset with a passion for enhancing customer outcomes, team performance and operational efficiency.
• APA or QFA qualification (or working towards certification).
• Experience within Life & Pensions, Insurance or Financial Services.
• Experience leading teams within a regulated environment.
• Knowledge of quality assurance frameworks and performance management methodologies.
• Experience conducting audits, quality reviews or operational control activities.
• Lean, Six Sigma or Continuous Improvement experience.
• Experience supporting operational change and transformation initiatives.Conflict Resolution Skills - Ability to remain calm and professional when dealing with frustrated or vulnerable customers.
• Data Protection Awareness - Understanding the importance of confidentiality and GDPR principles.
• Consumer Protection Code Experience.

TCS is consistently voted a Top Employer in the UK and globally. Our competitive salary packages feature pension, health care, life assurance, laptop and access to extensive training resources and discounts within the larger Tata network.

We offer health & wellness initiatives and sports events; we are the proud sponsor of the London Marathon and partner with our local communities in Ireland.