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Operations Manager


Operations Manager

Dublin | Ireland

Bank of Ireland Finance Operations is responsible for the delivery of excellent service and support to our partners in the Franchise Houses, Business Banking Relationship Managers, Customer Relationship Managers and their respective portfolio of business customers. BIF Ops is an evolving dynamic team within Operations Ireland and an opportunity has now arisen for an Operations Manager to manage a team of enthusiastic professionals in the provision of loan origination, fulfilment and payment support to Asset/Franchise finance customers.

The role is suited to someone with Business/Commercial Fulfilment experience and proven operations mgmt skills. It offers an excellent opportunity for a person with energy, drive and commitment to excel in this established area.

The purpose of this role is to support&managethe BIF Fulfilment (onshore and offshore) offering to ensure that team performance aligns to service level agreements.

Key Accountabilities

  • Full accountability for team performance with the ability to deliver targeted improvements in the key performance indicators for the department. Create, foster and deliver from a culture of continuous improvement including the realisation of change benefits to meet challenging cost agenda
  • Provide strong and visible leadership to direct reports and be a key influencer within the wider department
  • Manage and prioritise the execution of customer driven initiatives, collaborating with key internal stakeholders to deliver transformational improvements to the BIF customer journey,- Ensure compliance with relevant Regulatory, Compliance and Legal requirements across all service-lines.
  • Ensure all team activity is appropriately controlled and supported by rigorous quality assurance and risk management framework
  • Manage, monitor and control the provision of services from 3rd party providers in a BPO environment.
  • Ownership of on-team complaints management procedures to ensure that all complaints are managed within guidelines and that action plans to prevent recurrence are robust and followed through

What is the Opportunity?

In this role you will have the opportunity to help transform the BIF operations support model and to directly contribute to the strategic priority of growing theBIF business. You will work within a strong and dynamic team including offshore operations and engage with stakeholders across the end-to-end journey.

Essential Qualifications

Minimum of 5 passes (minimum Grade D) in Ordinary Level Leaving Certificate subjects, including Maths and English, or equivalent or superseding qualification.

Essential Skills & Experience

  • Proven experience in managing multiple operations teams, management of KPIs and operational risk
  • Strong understanding and experience of regulatory and risk operating environment as it relates to BIF
  • Passion for customer driven improvements and history of delivery for customer driven improvements
  • Demonstrated ability to balance and manage a range of competing priorities

Desirable Qualifications, Skills & Experience

  • Experience managing offshore processing including transition, governance and QA
  • Change management and business readiness experience, skills and/or qualifications a plus
  • AOMI capacity management
  • Understanding and experience of Financial Services regulatory and risk operating environment
  • Strong communication skills, written and verbal
  • Excellent interpersonal skills, ability to motivate and coach team members
  • Authentic & excellent team player
  • QFA or 3rd level qualification is desirable

Key Competencies

  • Customer Focused - People Manager
  • Champion Transformation - People Manager
  • Accountable - People Manager
  • Manage Risk - People Manager
  • One Group, one team - People Manager

Bank of Ireland Group is an equal opportunities employer and is committed to fostering an inclusive workplace which values and benefits from the diversity of our workforce.

Where Agency assistance is required Bank of Ireland Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Bank of Ireland by Recruitment Agencies will not be accepted for this role.

Closing date: Jul 18, 2019

What happens next?

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