Head of Operations | Collins McNicholas

Head of Operations

  • Reference: CJ44749
  • Job Type: Permanent
  • Location: Cork, Cork City, Munster
  • Category: Customer Service, Call Centres & Languages

Job Purpose

Head of Operations will be responsible for supporting GM to deliver EBITDA (Earnings Before Interest, Taxes, Depreciation and Amortization) and to provide operational leadership to Service Delivery Managers. They will have responsibility for leading and delivering consistency in operational standardization across each vertical’s client set and will work collaboratively



  • Effectively support the General Manager in all commercial operations relating to the vertical, ensuring they are delivered in accordance with the strategic objectives
  • Support sourcing strategy development, refinement and execution
  • Support and deliver complex client engagements that help identify, design, and implement creative business solutions for the company
  • Implement and oversee the quality of deliverables, manage team relationships effectively to ensure exceptional performance; as well as participate in the development and presentation of proposals for business development
  • Ensure teams across the vertical are aware of the combined end goals
  • Establish operations objectives and work plans
  • Delegate assignments to Service Delivery Managers when necessary; and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction
  • Develop outsourcing solutions and perform pricing and solution analysis
  • Support and manage client governance framework
  • Support the vertical by ensuring access to the appropriate tools and/or resources available
  •  Overall responsibility for continuous auditing, review and improvement of vertical processes
  • Standardization of the Operation
  • Support the GM’s drive overall annual company EBITDA
  • Supporting SDM’s to drive contribution / increase revenue / meet Contract KPI’s / create new commercial ideas
  • Build relationship with Clients to be first escalation point for SDM / Client
  • To work with the other Head of Operations and share best practice on processes and standardizing of operations
  • Be a link to the support departments to ensure that standardization happens (e.g. Management information, HR, Resource Planning, Facilities etc.


Essential Qualifications, Training and Experience:

  • An enabler of business growth through directing and managing the commercial activities, ensuring they are delivered in accordance with the strategic objectives
  • Significant client management experience at a BPO or Contact Centre with deep industry expertise in the service/ outsourcing area
  • Strong client-facing skills with excellent communication, negotiation and conflict management skills
  • Distinctive problem-solving and project management skills, including experience executing complex strategic and commercial initiatives.
  • Demonstrated experience managing people and process in a dynamic operational role
  • Knowledge and experience of financial reporting, monitoring and planning
  • Ability to interpret data and best practice tools to deliver change
  • Able to develop and nurture good working relationships at all levels across the business Personal
  • Strong sense of ownership of the business
  • Demonstrate vision, innovation and creativity
  • Strategic thinker
  • Commercially aware
  • Strong communication skills
  • Strong relationship building skills
  • Strong leadership and coaching skills
  • Builds formal and informal networks
  • Strong project management skills


For a confidential discussion and more information on the role, please contact Susan on 021 4911065 or email susan.crowley@collinsmcnicholas.ie

For more information on our Recruitment and HR Services and to see a full list of our available jobs across Ireland, please visit our website www.collinsmcnicholas.ie

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Susan Crowley

Contact Consultant

  • Susan Crowley
  • Recruitment Consultant
  • 021 4911 065
  • Connect with Susan
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