Team Operations Manager - RTB x2

Fexco; Killorglin; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

Fexco Managed & Advisory Services in Killorglin, Co. Kerry, is recruiting two Team Operations Managers for a full-time, permanent hybrid role with in-office attendance.

You will lead and develop Team Leads, drive service levels, customer experience, and continuous improvement across multiple teams, reporting to the General Manager. Candidates should have proven leadership in busy contact centres or administrative settings and strong stakeholder management in regulated or financial services

Qualifications

• Proven experience leading a team in a busy contact centre or administrative environment.
• Strong leadership, coaching and performance management experience.
• Experience leading large teams through multiple layers of management.
• Strong analytical skills with the ability to interpret data and drive action.
• Experience managing change and implementing process improvements.
• Excellent communication and stakeholder management skills.
• Experience within a regulated or financial services environment is desirable.

Responsibilities

• Lead, coach and develop Team Leads to deliver strong operational and people performance.
• Drive achievement of key operational KPIs including Service Level, Customer Satisfaction, Quality, Productivity and Attendance.
• Monitor performance trends and implement improvement plans where required.
• Ensure effective resource management to meet customer demand and business objectives.
• Foster a high-performance culture focused on accountability, engagement and continuous improvement.
• Manage employee performance, talent development and succession planning across teams.
• Lead the resolution of operational issues, escalations and service risks.
• Collaborate with Workforce Planning, Quality, Training, HR and other stakeholders to deliver business objectives.
• Champion customer experience and operational excellence across all teams.
• Ensure compliance with regulatory, risk and governance requirements.

Skills

Team leadership

Performance management

Stakeholder management

Analytical skills

Change management

Communication

Regulated/financial services awareness

Job description

Fexco Managed & Advisory Services are currently recruiting for two Team Operations Managers to join the RTB contract team. These are a full-time, permanent, hybrid positions with in office attendance required in Killorglin, Co. Kerry.

A Team Operations Manager role is designed to provide broader responsibility, development opportunities and exposure to other aspects of the business (incl. Finance) for Team Leads or equivalent who wish to further progress their careers within the Operations Workforce.

Responsibilities largely align with Team Leads, but with broader responsibility and exposure to other aspects of the business (incl. Finance).

Job Purpose

The Team Operations Manager is responsible for leading and developing a team of Team Leads to deliver exceptional customer and business outcomes. The role has overall accountability for operational performance, service delivery, employee engagement, customer experience, and continuous improvement across multiple teams.

Working closely with the General Manager, the Team Operations Manager will translate business objectives into operational plans, ensure effective resource management, and drive a high-performance culture focused on service excellence, accountability, and colleague development.

Key Responsibilities

• Lead, coach and develop Team Leads to deliver strong operational and people performance.
• Drive achievement of key operational KPIs including Service Level, Customer Satisfaction, Quality, Productivity and Attendance.
• Monitor performance trends and implement improvement plans where required.
• Ensure effective resource management to meet customer demand and business objectives.
• Foster a high-performance culture focused on accountability, engagement and continuous improvement.
• Manage employee performance, talent development and succession planning across teams.
• Lead the resolution of operational issues, escalations and service risks.
• Collaborate with Workforce Planning, Quality, Training, HR and other stakeholders to deliver business objectives.
• Champion customer experience and operational excellence across all teams.
• Ensure compliance with regulatory, risk and governance requirements.

Experience Required

• Proven previous experience leading a team in a busy contact centre or administrative environment. Track record of delivering against operational performance targets.
• Strong leadership, coaching and performance management experience.
• Experience leading large teams through multiple layers of management.
• Strong analytical skills with the ability to interpret data and drive action.
• Experience managing change and implementing process improvements.
• Excellent communication and stakeholder management skills.
• Experience within a regulated or financial services environment is desirable.

Core Competencies

• Leadership & People Development
• Operational Excellence
• Customer Focus
• Decision Making & Accountability
• Continuous Improvement & Change Management

Fexco is proud to support and promote a diverse and inclusive workplace.

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.