About Blackhawk Network: At Blackhawk Network (BHN), we empower businesses by offering the worlds largest network of branded payment solutions. From gift cards and e-gifts to corporate payouts and rewards, we deliver innovative, seamless solutions globally through our network of over 400,000 consumer touchpoints. 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 Overview of Role 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 BHNs growth and customer experience strategy. What Youll Do 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. What Were Looking For 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. What We Offer Work-Life Balance: 23 Ireland days annual leave plus additional appreciation days, birthday time off, and volunteering leave. Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests. Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond/one4all cards. Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health. Recognition: Participate in Flyers, our leading recognition program with financial rewards. Candidate Journey at BHN Stage 1: Shortlisting of suitable candidates Stage 2: Screening Call Stage 3: Interview(s) with Hiring Manager(s) Stage 4: Feedback/Hired Join us and be part of a company thats shaping the future of branded payments. Apply today and take the next step in your career! Ref Job: