Senior Manager - Dispute Resolution & Customer Experience

Financial Services and Pensions Ombudsman (FSPO); Dublin; On-site; EUR 90,000 - 120,000; Full time

Job summary

Financial Services and Pensions Ombudsman (FSPO) is seeking a Registration and Early Resolution Senior Manager to lead a high-volume complaints operations team and guide capacity planning, performance monitoring and process improvements. You will drive service improvements, manage risks, and support cross-organisation projects affecting complaint intake, assessment and dispute resolution.

Candidates should have 3+ years of direct team management in a regulatory or complaints handling setting,

Qualifications

• Minimum of 3 years’ direct team management experience in a high-volume operational environment.
• Experience in regulatory/ombudsman or complaints resolution environment is advantageous.
• Strong judgement, decision-making and problem-solving abilities.

Responsibilities

• Lead day-to-day operation of a functional team to manage high-volume caseloads.
• Oversee complaint registration, assessment, jurisdictional and compliance assessments.
• Ensure impartial, timely mediation or other dispute resolution services.
• Develop and train mediators, conciliators and staff to improve service delivery.
• Maintain robust quality assurance for decisions, records and outputs.
• Drive customer service excellence in sensitive stakeholder interactions.
• Plan staff work allocations, performance management and wellbeing.
• Use data and MIS to monitor throughput, trends and risks.
• Collaborate with internal stakeholders on process improvement and digital change.
• Ensure governance, risk controls, and data protection compliance.

Skills

Team leadership

Staff development

Communication

Stakeholder engagement

Data analysis

Decision making

Problem solving

Education

NFQ Level 7+ qualification in management/public administration/law

Tools

Quality assurance

Job description

Financial Services and Pensions Ombudsman (FSPO) is seeking a Registration and Early Resolution Senior Manager to lead a high-volume complaints operations team and guide capacity planning, performance monitoring and process improvements. You will drive service improvements, manage risks, and support cross-organisation projects affecting complaint intake, assessment and dispute resolution.

Candidates should have 3+ years of direct team management in a regulatory or complaints handling setting,