Cache of job #14137028

Job Title

Head Of Operations

Employer

Sigmar Recruitment

Location

Galway

Description

Looking for an experienced Head of Operations to manage an operations team in a busy inbound customer service insurance centre based in Galway. Key responsibilities: Focus on meeting  SLAs (Service Level Agreement) and continuously improving Service Level by leading and guiding the relevant personnel to continuously up skill in the areas of roster control and planning, induction training, on-the-job training and people management. Reviewing the current role profiles and task allocation within the team with a view to seeing whether the team could be better structured in order to continuously improve our service levels. Be proactive in implementing innovative ways to improve work processes and technology.  Develop strategies and initiatives for motivating and engaging the entire Department to provide a best-in-class service to our customers. Lead and guide the Operations Department in the handling of complaints in accordance with Company protocol and the Consumer Protection Code as required by the Central Bank for all Financial Services Providers. Taking lead on & responsibility of all instructions, initiatives, regulations, company protocols, etc. concerning Compliance within the Operations Department. Participate as required in one-to-one meetings with staff, including performance reviews, disciplinary meetings and Performance Improvement Plan reviews. Specifically prepare and implement development plans for direct reports and their teams. Participate in the recruitment process as required. Planning and managing the Operations budget with a view to ensuring it is used in the most efficient way possible. Effectively control & understand operational costs and be able to price call centre & claim services. Oversee the preparation of monthly management reports and Ad Hoc reports by the relevant reporting specialists, analyse these reports and form conclusions. Continuously look to improve & innovate processes & protocols to establish efficiency & quality within the Operations Department. Key requirements: The ideal candidate will have a strong executive presence and will have developed their career in the insurance industry so that at this stage they have minimum 5 years previous senior management experience preferably in an insurance claims or assistance environment and with a strong operations / call-centre / customer service delivery background. Demonstrated success in recruiting & developing high performance customer service or claims teams                       Strong track record of leading large teams to achieving/exceeding SLAs and customer metrics in a regulated environment. Experience in preparing and managing budgets and controlling operational expenditure. Superior standard of communication  Intermediate / advanced proficiency in MS Suite - Excel, Word, PowerPoint, Visio is essential. An unwavering commitment to the highest standard of ethics and compliance with all regulatory obligations. Demonstrated working knowledge of the key drivers of effective service delivery in a customer service centre. Excellent problem solving, planning, organisation and reporting skills. Experience in managing existing suppliers, and leading the procurement or selection process for new suppliers is also desirable. APA (Accredited Product Advisor) qualification is a minimum requirement of this role. If you are interested in this Head of Operations job, please send your resume to mslevin@sigmar.ie or call me on 091 455 300 for more information.

Date Added

1062 days ago

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