Team Operations Manager - RTB x2

Fexco; Killorglin; Hybrid; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Equal opportunities employer

Job summary

Fexco Managed & Advisory Services in Killorglin, Co. Kerry, Ireland seeks a Team Operations Manager to lead a team of Team Leads and deliver exceptional customer and business outcomes.

You will translate objectives into operational plans, manage resources, and drive a high-performance culture focused on service excellence and accountability. The role reports to the General Manager and involves broader exposure across Finance and other areas.

Qualifications

• Proven 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.

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

Coaching

Performance management

Analytical thinking

Change management

Stakeholder management

Communication

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

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.