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Operations Manager (Financial Services)

Our client, a large multinational within the Financial Services Industry is looking to recruit an Operations Manager to oversee the operation of their specialist solutions team. The role is based in Shannon, Co. Clare, however, there is flexibility with a hybrid working schedule (2 days from home and 3 days in the office).


The purpose of the Operations Manager - Specialist Solutions Team is to effectively lead and manage the Solutions team to analyse accounts and offer sustainable measures that are appropriate for the customer. This will be carried out through controlled policies, procedures and legislative requirements while ensuring the delivery of exceptional customer service and risk management.


Key Responsibilities


People management

  • Manage develop and motivate a team with responsibility for finding solutions for customers in arrears
  • Accountable for the day to running of the team, completion of tasks, and system-generated reminders.
  • Ensure all SLAs’, KPIs are delivered for the Team, monitor performance daily weekly monthly, with plans to address any gaps in performance

Quality, Compliance & Risk Management

  • Quality Assurance, instill a culture of Customer First with QA results to meet or exceed 90%
  • Liaise with assurance partners to facilitate review and testing. Ensure timely and accurate validation of testing results.
  • Assist with Client audits as required
  • Identify root causes for QA issues, agree and own action plans to address them ensuring any action to improve the area’s QA are executed
  • Using all QA Errors and complaints monthly identify any training needs
  • Contribute to the assessment and reporting of risk and controls, working with the Head of Long-Term Arrears and Operational Risk
  • Ownership and responsibility for making sure controls for the area are fit for purpose and operational.
  • Contribute to the assessment and reporting of risk and controls, working with the Head of Long-Term Arrears and Operational Risk

Team Management & Reporting

  • Supervise the solution pipeline making sure that customers are contacted directly and timely to ensure the cases are worked at pace meaningfully and accurately and ultimately the solution is implemented.
  • Ownership and responsibility for making sure controls for the area are fit for purpose and operational.
  • Ensure that appropriate metrics and their performance are communicated to the Head of ASU and senior leadership.
  • Manage escalated issues and ensure clear reporting to management on the current solution position and risks in delivering targets
  • Run campaign for solutions and engagement
  • Check and make sure controls for the area are working an in order
  • Attend Client meetings as required

Key Requirements

  • QFA (desirable)
  • Relevant third-level education (desirable)
  • Minimum 5 years’ experience in debt management, restructuring or workout
  • Up-to-date knowledge of the CCMA, CPC, MCC
  • Proven track record of driving performance and delivering business results.
  • Experience in leading a large team(s)
  • Proven ability to communicate effectively across all levels of the organization and with borrowers and insti-tutions.
  • Advanced Microsoft Excel skills (lookups, pivot tables, dashboards, data manipulation)
  • Advanced Microsoft PowerPoint and presentation skills (presentation of financial results to clients / board of directors)
  • Confidence to assume responsibility and initiative
  • Excellent time management, prioritisation, and organisational skills

For a confidential discussion and more information on the role, please contact Ryan Blackett.

ryan.blackett@collinsmcnicholas.ie 

(021) 4911065