Service Desk Client Services Ireland Operations Manager page is loaded
Service Desk Client Services Ireland Operations Manager
Apply locations Waterford, Waterford, Ireland | time type Full time | posted on Posted Yesterday | job requisition id JR00111661
At our organization, your background, experience, and point of view are valued. We encourage, empower, and challenge you to be your best. Work alongside dynamic colleagues who are eager to share their knowledge. Our leaders inspire and support your growth, offering new opportunities daily to make a positive impact on our Clients, who are central to our mission. Discover how you can make a difference in communities worldwide.
Job Description:
Job Title: Service Desk Client Services Ireland Operations Manager
Reporting To: Service Desk Partner Services Senior Manager
Core Competencies:
Do you enjoy multitasking and variety? Is your leadership style supportive and motivating? Do you like guiding others and helping them achieve goals? Are you organized, able to prioritize, and enjoy building relationships? Do you have a curious mind that analyzes to find the best solutions? If so, read on.
Our Client Services Ireland (CSI) team seeks an Operations Manager to oversee team operations and contribute to service excellence.
Team Overview:
They ensure Sun Life clients can access their online accounts, assisting with registration and password resets, with security checks and ticket logging for each interaction.
Role Responsibilities:
* Manage daily team operations
* Set goals and provide direction
* Monitor performance and report progress
* Conduct regular 1:1s for performance review and development
* Promote diversity, equity, and inclusion
* Coordinate with specialists and partners to ensure quality service and resolve escalations
* Drive continuous improvement and process enhancements
* Ensure resource availability
* Collaborate with Workforce Management for staffing forecasts
* Motivate teams during projects and peak times
Experience & Skills:
* 2+ years leadership experience preferred
* Client-first mindset
* Excellent communication skills
* Familiarity with call center technologies (e.g., Amazon Connect, Nice, ServiceNow, Verint)
Why Work for Sun Life Ireland?
Enjoy a comprehensive benefits package, including private health insurance, pension scheme, sports and social activities, community engagement, and career development opportunities. Waterford offers a vibrant lifestyle, affordability, and attractions like the Greenway and beaches.
Benefits:
* 22 days annual leave, increasing to 25
* Maternity, Paternity, Parental Leave
* €275 gym membership reimbursement
* Performance-based bonus
* Private health insurance for employees and partial for families
* Study assistance including Masters programs
* Various wellness and discount programs
* Defined contribution pension scheme
Job Category: IT - Technology Services
Posting End Date: 03/06/2025
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