Banking - Contact Centre Lead

Our client, one of the fastest growing financial institutions in Ireland, are seeking to add an Operations Unit Lead to their growing team based in the West of the country.

The successful candidate will be a driving force as the client looks to maintain and build it's presence within the Irish market.

• Lead and develop Contact Centre teams through recruitment, training, coaching and performance management.
• Deliver high-quality customer service while meeting operational targets, budgets and efficiency goals.
• Monitor performance, identify improvement opportunities and optimise processes through automation and technology.
• Oversee daily Contact Centre operations and maximise the effectiveness of workforce management platforms.
• Prepare teams for new product launches, service changes and business initiatives.
• Ensure regulatory compliance, manage operational risks and maintain appropriate controls.
• Collaborate with stakeholders on capacity planning, recruitment, training and operational readiness.
• Translate business objectives into team and individual targets.
• Develop frontline leaders and promote continuous improvement and customer satisfaction.

• Proven experience managing Contact Centre operations and motivating frontline teams.
• Strong knowledge of Contact Centre processes and platforms such as Genesys.
• Understanding of payment services, financial services regulations and compliance requirements.
• Risk-aware, with the ability to identify issues and implement appropriate controls.
• Excellent analytical, organisational and problem-solving skills.
• Target-driven, with the ability to translate business objectives into measurable performance goals.
• Strong stakeholder management skills and the ability to work effectively within a wider management team.
• Understanding of broader business objectives and priorities.
• Strong work ethic and commitment to operational excellence.