Team Operations Manager - RTB x2

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

Job summary

Fexco Managed & Advisory Services is recruiting for two Team Operations Managers to lead and develop a team of Team Leads within the RTB contract team. The role is full-time, permanent and hybrid, with in-office attendance required in Killorglin, Co. Kerry.

The role focuses on operational performance, service delivery, employee engagement and continuous improvement across multiple teams. You will translate business objectives into operational plans and drive a high-performance culture focused on

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.

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

Data analysis

Tools

Contact centre tools

Job description

Fexco Managed & Advisory Services are currently recruiting for twoTeam 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.