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.Want to make an application Make sure your CV is up to date, then read the following job specs carefully before applying.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.Whats on Offer Full-time, office-based role (Monday to Friday, 9:15am5:15pm).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.
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