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Head of Care and Operations Consumer Fixed

Ref: 76110

  • Competitive
  • 19 Nov 2021
  • Dublin (South)
  • Permanent

Job Title

Head of Care and Operations Consumer Fixed

About the Company

Our client is Ireland's leading total communications provider offering their customers a variety of solutions across mobile and fixed platforms. Our client is part of the world's largest mobile community with a presence across all five continents.

The business is at the forefront of innovation in Ireland. They make significant investments building and maintaining their networks and to date, they have invested nearly €1bn in their network investment programme. Our client continues to invest to enhance their network.

Our client’s people are at the centre of everything they do. The company employ approximately 1,300 people in Dublin and across their network of retail stores in Ireland. Their aim is to ensure each employee has the opportunity to innovate, to be challenged and to be rewarded. They are dynamic in everything they do, including their approach to training, development, performance management and flexible benefits.

About the Position

As the Head of Care & Operations, Consumer Fixed within the Commercial Operations (COPS) directorate, you are customer-focused and results-driven. You will be a key member of the Commercial Operations Leadership Team, playing a critical role in deepening our relationship with our fixed customers, driving greater loyalty, and delivering measurable business value through our assisted care and support touchpoints.

You will have overall ownership of (and accountability for) operationalising our Consumer Fixed care strategy, together with the CX, operational and commercial performance of the consumer fixed assisted support channels & operations. You will provide leadership, build strong and effective partnerships (internal and external), and leverage technology & best practices to deliver outstanding experiences and operational excellence.

You will inspire, develop, empower and hold to account direct and indirect reports, our Shared Services Partners and Third Party Service Providers for the delivery of the Consumer Fixed care strategy, together with the CX, operational and commercial targets.


Key Responsibilities

As the Head of Care & Operations, Consumer Fixed you will:

  • Input into the COP’s and wider Commercial strategies, planning and budget cycles.
  • Operationalise the Consumer Fixed strategy, which includes:
  • Translating the strategy into Assisted Care & Operations goals and operational plans
  • Collaborating with peers, stakeholders across the organisation, Shared Services Partners and Third-Party Service Providers to both influence and ensure strategic alignment
  • Ensuring the right organisation design, resourcing and partnership models, skills, ways-of-working, technology, governance and ownership are in place to support and deliver the plans
  • Have accountability for the delivery of the Consumer Fixed Assisted-Care customer experience and employee experience, together with the operational & commercial performance and targets through an operating model that includes internal teams, Shared Services Partners and Third-Party Service Providers. This includes:
  • Customer Experience: measured through TNPS, Agent Satisfaction, Service Levels, Complaints
  • Employee Experience: measured through Employee Engagement Index
  • Operational Efficiency: measured through First-Time Installations, Order-to-Activation SLAs, First Contact Resolution, Average Handling Time, Transfer rates
  • Commercial Performance: measure through Cost of Care & Operations reductions, Sales-through-Service revenue.


  • At least 8 years’ experience commercially and operationally managing a large scale outsourced/shared service model
  • A proven track record of successfully operationalising strategy and implementing transformational change to meet customers shifting needs and expectations. This should span the Care/Operations Operating Model (People/Partner Resourcing, Process, Technology, Data, Governance), and have resulted in a step-change in operational / customer experience / commercial performance
  • Results-driven and commercially focus. Experience of setting and managing significant budget spend and targets across a balanced scorecard (customer experience, employee experience, commercial, and operational)
  • Experience leading teams (direct, support, large scale outsourced) to high performance and engagement, preferable against a backdrop of transformational change
  • Demonstrated experience and effectiveness in peer-to-peer leadership, together with relationship management and influencing – internal and external, up to Senior Executive level
  • Strong analytical, critical thinking and problem-solving skills. Demonstrated success translating operational, market, and Voice of the Customer data into actionable insights, influencing and driving change, and delivering measurable impact and value.
  • You will be future- focused, understand and stay current with best practice and the evolving landscape – across markets and industries, business models, ways of working, technology, and care models

Remuneration Package

Competitive Basic Salary + Bonus Structure + Benefits


For a confidential discussion on this role please contact: Alan Finnegan or email or click the apply button below

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