Service Centre Operations Manager
IE-Dublin-Swords
Emea
Req #: 24094
Type: Full Time
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Overview: Job Title: Service Centre Operations Manager Contract: Permanent Workplace: Hybrid - 2 days in office per week in Swords (Ireland) Office Hours: 37.5 Reports to: Director, Customer Service This role leads the operational delivery of customer service for the One4All and Blackhawk Network business, managing in-house and outsourced teams across Ireland, El Salvador, and Greece. It ensures high-quality, compliant support across all channels, while driving efficiency, continuous improvement, and customer satisfaction. Working closely with internal and global teams, the role plays a key part in BHN's growth and customer experience strategy. Responsibilities: * Regulatory Compliance & Governance: Ensure adherence to regulatory frameworks (e.g., CPC, GDPR), maintain accurate reporting, manage complaint processes, and support governance boards with timely data and insights. * Operational Oversight: Maintain documented procedures, monitor KRIs, manage incidents, and ensure compliance and operational training records are up to date. * Customer Service Leadership: Lead and develop the Swords-based team, fostering a high-performance culture with clear objectives, coaching, and career development. * Outsourced Service Management: Oversee hybrid customer service delivery, ensuring SLAs, KPIs, and quality standards are met, with effective escalation and collaboration between onshore and offshore teams. * Customer Experience & Insight: Drive CSAT initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options. * Continuous Improvement: Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service. * Strategic Projects & Expansion: Lead and support new initiatives, rollouts, and geographical expansions, ensuring customer service readiness and alignment with business goals. * EMEA Collaboration & Budgeting: Represent the regulated entity within the BHN EMEA network, contribute to shared solutions, manage budgets, and lead forecasting and seasonal planning. Qualifications: * Proven leadership in building and managing high-performing Customer Service teams within regulated environments. * Experienced in implementing QA and KPI frameworks to drive performance, compliance, and customer satisfaction. * Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact. * Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance. * Comfortable operating in matrix structures and outsourced environments across different time zones. * Highly organised, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement.
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