Responsible for management of a team in Operations which deals with calls from customers regarding credit card, loan, deposit accounts. Principle function of the team is to provide the customer with the answers to their queries, action their requests, update their accounts appropriately, adhere to all relevant regulation's and promote our products and services to our customers. Key KPI includes abandon rates, average speed of answer, sales revenue, collections payment effectiveness, error rates, compliance adherence and account update effectiveness.
Responsible for meeting all productivity targets and SLAs. Demonstrates leadership within divisions and responsible for front line manager development. Works as part of an Operations Unit Management team where responsibilities are shared and dependency levels are high amongst the team.
Key Responsibilities
- Implements strategic plans, objectives, budgets through effective recruiting, training, motivation and evaluation.
- Provides best in class Contact Centre service to customers of Bankinter Ireland. Establishes and maintains management and performance controls to highlight problems, maximise performance, contain costs and develop process improvements.
- Liaises with key internal stakeholders to ensure regulatory and scheme compliance with credit card, loan, deposit and current account processing requirements.
- Manages the day to day Contact Centre performance through the Genesys platform demonstrating knowledge of how the platform works and how to optimise the performance of it.
- Ensuring the Associates on the team are prepared and ready for the roll out of new products and changes including deposit accounts. Demonstrating an ability to look for efficiencies and automation to enhance the performance of the Contact Centre.
- Oversees Team Manager(s) and employees involved in day-to-day customer fulfilment activities.
- Manages all activities in line with regulatory obligations and highlights any risks so that mitigating actions can take place.
- Utilises existing and emerging technology to meet business and customer/associate satisfaction goals.
- Demonstrates leadership within divisions and responsible for front line manager development.
- Engages with stakeholders to ensure accurate capacity planning, recruitment, training and business implementation readiness activities are completed in line with expectations.
Skills & Experience
- Excellent knowledge and experience of Contact Centre processes including the Genesys platform.
- Proven ability to motivate front line agents.
- Excellent knowledge of payment and financial services regulatory environment.
- Control-focused with an ability to understand and highlight any risks to our business. Strong organisational abilities.
- Target driven. Ability to translate business objectives into individual targets. Excellent analytical skills.
- Proven ability to work as part of a larger management team and to understand the overall business objectives.
- Strong work ethic
Benefits:
- Company pension
- Employee assistance program
- On-site parking
- Private medical insurance
- Sick pay
Work Location: In person
