Operations Manager (Sales/ Service) -Perm- Cork | Collins McNicholas

Operations Manager (Sales/ Service) -Perm- Cork

  • Reference: CJ44745
  • Job Type: Permanent
  • Location: Cork, Cork City, Munster
  • Category: Sales

Job Purpose

Deliver on Service Level Agreements in relation to quality, cost and continuous improvement, and plan, organise, motivate and manage all operational aspects of Client account.



  • Deliver and grow business unit’s margin.
  • Deliver maximum revenue and profitability through effective management of KPI’s –use the Balanced Scorecard.
  • Responsible for implementing, assessing and monitoring new ideas.
  • Ensure compliance with Change Control process, to avoid margin shrinkage and scope creep.
  • Implement and manage incentive structures which promote value adding behaviours.
  • Increase team’s commercial awareness and understanding of SLA obligations.
  • Responsible for delivery of contracted Service Levels and KPIs.
  • Manage and develop a positive and effective relationship with client.
  • Monitor and deliver on reporting requirements.
  • Proactively engaged in coordinating key business planning activities (e.g. forecasting, recruitment, client meetings and reviews etc.)
  • Drive, embed and use Change Control as key business framework.
  • Demonstrate flexibility and speed in responding to client needs while managing client expectations and balancing impact to the company.
  • Deliver appropriate Service Levels in relation to Court Case Management and attendance
  • Support the development of a continuous improvement culture.
  • Ensure processes are audited, reviewed and improved.


Qualifications, Training and Experience:

  • BPO/ Healthcare experience desirable
  • People management experience – coaching/ mentoring/ development
  • Previous experience managing operational role
  • Experience in Front and Back Office functional management
  • Experience in related field
  • Client / Account management experience
  • Coaching / mentoring skills desired
  • Experience co-ordinating / implementing and monitoring projects and processes
  • Demonstrated track record of managing to performance targets
  • Previous experience of operational budgetary control
  • Demonstrated management reporting experience
  • Experience in identifying, assessing and developing activities to improve
  • Experience in court case management desired


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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