XTN-45CD188 | OPERATIONS MANAGER

We are seeking a highly capable and experienced Operations Manager to lead and oversee the delivery of outsourced services for a client in the Irish tax rebate and financial services sector. This role is ideal for a strategic thinker with a strong background in operations management, particularly within a BPO or outsourcing environment. The successful candidate will be responsible for ensuring operational excellence, team performance, and client satisfaction through data-driven decision-making and effective leadership.

• What We Offer

  • Competitive salary and performance-based incentives.
  • Opportunity to work with a growing client in the financial services sector.

  Professional development and career advancement opportunities

• Key Responsibilities

  • Operational Oversight: Manage the end-to-end delivery of outsourced tax rebate services, ensuring SLAs, KPIs, and quality standards are consistently met.
  • Team Leadership: Lead, mentor, and develop a team of supervisors and agents to drive performance, engagement, and continuous improvement.
  • Client Relationship Management: Serve as the primary operational point of contact for the client, ensuring alignment on goals, expectations, and service delivery.
  • Process Optimization: Identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
  • Compliance & Risk Management: Ensure adherence to all regulatory, data protection, and compliance requirements relevant to tax rebate processing.
  • Reporting & Analytics: Monitor performance metrics, generate operational reports, and provide actionable insights to internal and client stakeholders.
  • Training & Development: Collaborate with training teams to ensure staff are well-equipped with the knowledge and tools to perform their roles effectively.
  • Issue Resolution: Proactively manage escalations and resolve operational issues in a timely and professional manner.

   

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• Experience & Skills Required

  • Proven experience (5+ years) in operations management, preferably within an outsourcing or BPO environment.
  • Strong leadership and people management skills.
  • Excellent communication and stakeholder management abilities.
  • Analytical mindset with a focus on data-driven decision-making.
  • Familiarity with Microsoft Dynamics CRM system, workflow tools, and reporting platforms.
  • Knowledge of Irish tax systems or similar jurisdictions is a plus.