Director of Customer Operations / Chief Operating Officer - Dublin/Hybrid
We are seeking an experienced and commercially focused Director of Customer Operations to lead large-scale operational functions within a highly regulated financial services environment. This is a senior executive leadership role with responsibility for operational performance, customer experience, regulatory compliance and business transformation across a complex organisation.
Reporting to executive leadership, you will oversee critical operational areas including customer administration, claims and service operations, income collection, credit control and outsourced partner management. You will play a key role in shaping and delivering organisational strategy while ensuring operational resilience, financial discipline and continuous improvement across the business.
A central focus of the role is driving customer-centric operational excellence. You will lead initiatives to improve service delivery, streamline processes and enhance customer outcomes through innovation, data-driven decision making and scalable operating models. You will also lead major transformation and change programmes, ensuring delivery aligns with strategic objectives, governance standards and regulatory requirements.
The successful candidate will provide leadership across multiple operational teams, building a high-performance culture focused on accountability, collaboration and professional development. You will work closely with senior stakeholders, governance committees and regulatory bodies, maintaining strong operational controls and ensuring the organisation operates effectively within a regulated framework.
The role also includes responsibility for outsourcing oversight and operational resilience, ensuring effective management of third‑party service providers, business continuity and risk management processes.
The ideal candidate will bring significant experience in senior operations, customer operations or service delivery leadership roles within insurance or financial services. You will demonstrate strong commercial and financial acumen, experience leading large-scale operational change and a proven ability to deliver operational efficiency while enhancing customer experience.
This is an outstanding opportunity for a strategic operational leader to influence business performance, shape customer operations and drive meaningful transformation within a complex and evolving organisation.
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