Operations Team Leader-Life and Pensions-Donegal

Sigmar Recruitment; Donegal; On-site; EUR 45,000 - 60,000; Full time

Benefits offered by this job

Free gym onsite

Job summary

Sigmar Recruitment is recruiting an Operations Team Leader for a Life & Pensions contact centre in Donegal. You will oversee customer queries in a regulated environment and drive performance.

You will shape future success by building team capability, fostering a supportive environment where colleagues can learn, grow and perform at their best.

The role is onsite with a highly competitive salary, bonus potential, and benefits including an onsite gym.

Qualifications

• Lead a customer service team in insurance/financial services.
• Experience managing SLAs and KPIs.
• Develop a high-performing, customer-focused culture.

Responsibilities

• Ensure team delivers high-quality outcomes while meeting SLAs.
• Monitor performance against KPIs, service levels and quality standards.
• Create a high-performing, engaged, customer-focused culture.
• Lead, motivate and develop Customer Service Operations Specialists.
• Conduct regular one-to-one meetings, coaching and performance reviews.
• Act as first point of escalation for operational queries and team support.
• Identify quality trends and opportunities for improvement.

Skills

Customer service leadership

Team coaching

Performance monitoring

Education

APA designation or QFA (Institute of Bankers)

Job description

Operations Team Leader-Life and Pensions Company Donegal

My client a leading insurance business is looking to recruit an Operations Team Leader, for a contact centre who deal with customer queries within a regulated Life & Pensions environment.

About Your New Employer

My client a leading insurance business is looking to recruit an Operations Team Leader, for a contact centre who deal with customer queries within a 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 and creating a supportive team environment where colleagues can learn, grow and perform at their best.

With a supportive culture, a strong emphasis on training and career progression, this is an excellent opportunity to join a well-established and growing company.

About Your New Job

• You will be accountable for ensuring the team consistently delivers high-quality outcomes while meeting SLAs
• Monitor team performance against key performance indicators, service levels and quality standards
• You will play a key role in creating a high-performing, engaged and customer-focused culture
• Lead, motivate and develop a team of Customer Service Operations Specialists
• Conduct regular one-to-one meetings, coaching sessions and performance reviews
• Act as the first point of escalation for operational queries and team support.
• Identify quality trends, recurring errors and opportunities for improvement

What Skills You Need

• APA or QFA designation Institute of Bankers
• 2 Years Experience in an insurance, financial services or retail bank leading a customer service team

What's on Offer

• Highly competitive salary with benefits, bonus and free gym onsite.
• Please note this role is fully onsite