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Collins McNicholas

The role will be responsible for:

  • Managing the delivery of services to very large volumes (100,000 plus): 
    • contact centre supports 
    • processing of applications 
    • notifications of outcomes
    • Issue escalation
    • Manage the vendor / provider of any third party delivery of these services

 

Responsibilities:

Service Delivery Management

    • Ensure the account management service model and delivery reflects a strong commitment to service excellence and maintains a focus on the user experience
    • Ensure clear deliverables and service standards are defined and maintained
    • Ensure there is a clear understanding of the end-to-end process and any impacts or issues arising from delivery
    • Ensure proper process and procedures are documented and applied
    • Establish and apply clear service targets and key performance indicators
    • Apply analysis and generate solutions
    • Ensure management information is effective and utilised
    • Ensure strong coordination and communication with other business units
    • Apply active risk management to service delivery and provide for service continuity

Vendor Management

    • Ensure that necessary contracts and service level agreements are in place and maintained with any vendor / service provider
    • Act as the main point of contact with any vendor / third party service provider on a day to day basis in respect of service planning, performance and escalations
    • Ensure service objectives and requirements are represented and reflected in delivery
    • Promote partnership in delivery and service development Promote continuous improvement in performance and processes

 People Management

    • Manage any assigned staff members and team, ensuring they are equipped with a clear understanding of requirements and expectations; are developed, supported and performance managed 
    • Ensure credible relationships are maintained with any vendor, across the organisation and with stakeholders
    • Ensure that staff adhere to company policies, standards and procedures
    • Ensure adherence to the highest standards of health and safety and to all internal policies and procedures which support the promotion of a positive environment for occupational safety, health and welfare.

Requirements:

  • Minimum 5 years’ experience of management of customer service / account transaction services by a third party supplier and / or managing within customer interface transaction services of a significant scale
  • Minimum of 3 years’ experience of business to business relationship management
  • Minimum of 3 years’ experience of team management in service development and delivery
  • Experience of a busy, complex and dynamic operations environment
  • Proven track record of effective vendor management / key stakeholder management
  • Evidence of the production of high quality reports and written materials
  • Proficient in use of business systems, workflows and management information; Microsoft packages; SharePoint applications and portals
  • Whilst experience and performance track record are key determinants, relevant qualification in project management / business management / logistics / service development and delivery is desirable.
  • Personal application, critical thinking and presentational capacity as represented through a third level qualification to Level 8 or higher on the National Framework of Qualifications, or equivalent, is desirable.

Desirable:

  • Experience of working on a client / provider site
  • Experience of service delivery in public service or early years context
  • Understanding of the Irish language

For a confidential discussion and more information on the role, please contact Nicola Egan on 090 64 78104 or email nicola.egan@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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