This is a full-time, in-office position based in Nenagh, Co. Tipperary offering the opportunity to work within a dynamic, professional, and supportive team environment.SYS Financial are seeking an experienced Operations Manager to lead our customer service operations and support the efficient day-to-day running of our offices nationwide.This is a key leadership role within a regulated financial services environment, responsible for driving service excellence, ensuring regulatory compliance, and embedding a strong customer-centric and continuous-improvement culture across the organisation.Key ResponsibilitiesCustomer Service & Team LeadershipLead, motivate, and develop the Customer Service Executive (CSE) team.Manage workloads, case volumes, resourcing, and scheduling to meet agreed SLAs and KPIs.Act as the senior escalation point for complex client, adviser, or complaint matters.Ensure accurate, consistent, and compliant information is provided to clients and intermediaries.Oversee monthly quality assurance reviews of customer interactions and case files.Set clear team performance measures and drive high customer service standards.Support the recruitment, onboarding and training of new hires.Operational ExcellenceMonitor, analyse, and report on operational performance, trends, and risks.Conduct regular performance reviews and support ongoing training and development.Identify 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.Engage in Policy and Process development projects.Manage resource allocations ensuring optimal distribution and in line with budgetsFacilitate, and where appropriate, lead change management initiatives to include fostering buy in from team.Ensure high standards in managing the CRM system/platform including training and monitoring of team.Office & Facilities ManagementManage day-to-day office operations across SYS nationwide locations.Coordinate site visits, maintenance, workspace setup, furniture, and IT requirements.Manage third party providers relating to operational matters.Stakeholder CollaborationWork closely with senior management on operational risks, service trends, and staffing needs.Collaborate with internal teams including Finance, HR, Compliance, Marketing, Data & MI, and SYS Mortgages.Support business-critical initiatives and ad hoc operational queries.Foster relationships with relevant external stakeholders including Regulatory bodies and Auditors.Our ideal candidate:QFA qualified.Minimum 5 years' experience in financial services or a similar regulated environment.Strong understanding of financial products, compliance frameworks, and regulatory requirements (including AML and CPC).Excellent organisational skills with strong attention to detail and accuracy.Proven experience in operations management and people leadership.Strong customer service operations experience.Excellent organisational, analytical, and communication skills.Full driving licence and access to a car.Travel to SYS nationwide offices required monthly.Why Join SYS Financial?· Full-time, in-office role (Monday to Friday, 9:15am–5:15pm).· Competitive salary commensurate with experience and qualifications.· Comprehensive benefits package including:o ``Pension Schemeo Death in Service covero Annual Leave· Ongoing Continuous Professional Development (CPD)· A collaborative, team-focused environment with opportunities for career growth and progression.About SYS Financial:SYS Financial is a dynamic and fast-growing financial planning firm committed to safeguarding the financial wellbeing of our clients. With a team of over 70 dedicated professionals, we provide expert guidance and bespoke solutions across a wide range of services, including Savings and Investments ,Protection, Retirement Planning, Retirement Fund Management, Health Insurance Advisory, Public Sector Advisory, and Mortgages.SYS Financial is proud to be an equal opportunities employer. We welcome applications from all backgrounds and experiences.