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Customer Operations Manager

Ref: 9222444

  • €65,000 - €75,000
  • 13 Jan 2021
  • Dublin (Central)
  • Perm

Our client is an innovative payment solutions company based in Dublin. Due to expansion, they are looking to take on a Customer Operations Manager. This role will form an integral part of the management team The successful candidate will have over 5 years customer service management experience background in a regulated entity environment within financial services. The objective of this role is to improve the quality of the support service offering Salary and Benefits €65,000 - €75,000 Bonus Pension Contribution Permanent Health Insurance Key Responsibilities • Responsible for the oversight and management of the outsourced operations in respect of Consumer Operations • Responsible for the robust definition of all Consumer Operations related outsourced services provided by the service providers with defined success KPIs and agreed performance standards • Leads the performance assessment, associated reporting, and clear audit log of all outsourced services’ KPIs and the adherence to the agreed service standards by the outsourced service providers • Responsible for the management of the contact centre service provided by the service provider, to deal with all inbound and outbound issues from customers • Drives the retention of the existing customers and develops competitor analysis and market intelligence to ensure business success • Manages cost working with the service provider to ensure and maintain customer satisfaction • Maintains key relationships with the service provider’s teams, understands the detailed operational processes being carried out and challenges presented, and drives their timely resolution • Defines, maintains, and updates clear operating policies and procedures, outlining the ways of working between the Operations team and the service provider’s teams Key requirements • Over 5 years’ experience as a Customer Service Manager in banking or finance • Bachelor’s Degree in business management, finance, or marketing. • A proven operational knowledge of the e-money and card issuing business, its challenges and growth opportunities • Ability to identify, track and manage risk and performance standards • Experience in assessing, analysing, and categorising calls • 3+ years people management experience For more information on this Customer Operations Manager job please contact Emma Anglim on 01-6621000 or apply via the link.