Operations Manager – Financial Services
Location: Nenagh (Ireland)
Type: Full-time, on-site
Overview
A well-established and growing financial services organisation is seeking an experienced Operations Manager to lead its customer service operations and support the efficient day-to-day running of offices nationwide.
This is a senior leadership role within a regulated environment, with responsibility for driving service excellence, ensuring regulatory compliance, and embedding a strong customer-focused, continuous-improvement culture across the business.
Key Responsibilities
Customer Service & Team Leadership
- Lead, motivate, and develop a high-performing Customer Service team.
- Manage workloads, case volumes, resourcing, and scheduling to meet agreed SLAs and KPIs.
- Act as the senior escalation point for complex client, intermediary, or complaint matters.
- Ensure accurate, consistent, and compliant information is provided to clients and advisers.
- Oversee monthly quality assurance reviews of customer interactions and case files.
- Set clear performance expectations and drive high customer service standards.
- Support recruitment, onboarding, training, and ongoing development of team members.
Operational Excellence
- Monitor, analyse, and report on operational performance, trends, and risks.
- Conduct regular performance reviews and identify training and development needs.
- Drive process improvements and operational efficiencies across teams.
- Support the implementation of new systems, tools, and workflows.
- Oversee and maintain the ISO 9001 Quality Management System.
- Contribute to policy and process development initiatives.
- Manage resource allocation to ensure optimal distribution in line with budgets.
- Facilitate and, where appropriate, lead change management initiatives, fostering strong team engagement.
- Ensure high standards in CRM usage, including team training and ongoing monitoring.
Office & Facilities Management
- Manage day-to-day office operations across multiple nationwide locations.
- Coordinate site visits, maintenance, workspace setup, furniture, and IT requirements.
- Manage relationships with third-party service providers related to operational delivery.
Stakeholder Collaboration
- Work closely with senior leadership on operational risks, service trends, and staffing requirements.
- Collaborate with internal teams including Finance, HR, Compliance, Marketing, Data & MI, and Mortgage/Advisory functions.
- Support business-critical initiatives and ad hoc operational projects.
- Build and maintain effective relationships with external stakeholders, including regulators and auditors.
About You
- QFA qualified.
- Minimum of 5 years’ experience in financial services or a similarly regulated environment.
- Strong understanding of financial products, compliance frameworks, and regulatory requirements (including AML and CPC).
- Proven experience in operations management and people leadership.
- Strong customer service operations background.
- Excellent organisational, analytical, and communication skills with high attention to detail.
- Full driving licence and access to a car.
- Willingness to travel to nationwide offices on a monthly basis.
What’s on Offer
- Full-time, office-based role (Monday to Friday, 9:15am–5:15pm).
- Competitive salary, commensurate with experience and qualifications.
- Attractive benefits package, including:
- Pension scheme
- Death in service cover
- Annual leave entitlement
- Ongoing Continuous Professional Development (CPD)
- Collaborative, team-oriented culture with genuine opportunities for career progression.
Contact
Reach out to [email protected] in confidence for more information on this role.