Service Desk Client Services Ireland Operations Manager
Service Desk Client Services Ireland Operations Manager
Service Desk Client Services Ireland Operations Manager
You are as unique as your background, experience and point of view. Here, you'll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.
Job Description:
Job Title: Service Desk Client Services Ireland Operations Manager
Reporting To: Service Desk Partner Services Senior Manager
Core Competencies for our Client Services Ireland Operations Manager:
Do you enjoy muti-tasking and variety in a role? Is your leadership style supportive and motivational? Do you like providing guidance and helping people achieve their goals, seeing ideas come to life? Are you organized? Can you prioritize your tasks? Do you enjoy working with people? Building relationships and finding opportunities for improvements? Do you have a curious mind that likes to analyse to find the best solution?
If this sounds like you - please read on.
Our Client Services Ireland (CSI) team has a vacancy for an Operations Manager, keep reading to get an idea of what the team, and more specifically the (CSI) Operations Manager does
What do the Client Services Ireland team do?
They make sure Sun Life clients can access their online accounts.
This can involve helping with registration and/or password resets for Sun Life's websites or mobile app. There are some security checks that need to be completed before we can help our clients and then a ticket logged for every interaction.
What does the Client Services Ireland Operations Manager do?
Key Responsibilities:
* Manage the daily operations of the Client Services Ireland team.
* Set clear goals and direction for the team.
* Monitor and report on team performance, projects, and initiatives.
* Hold regular 1-to-1s with team members to review performance, provide feedback and support their career goals. Part of the role will involve creating and following development plans for agents who don't meet the expectations set out for them.
* Promote diversity, equity, and inclusion, we're committed to creating an inclusive and respectful environment where everyone can reach their full potential.
* Work with the CSI Specialist and our business partners to ensure the team are delivering high-quality client interactions and oversee any escalated issues through to resolution.
* Encourage continuous improvement and process enhancements that benefit Sun Life's clients and the CSI Team.
* Ensure the team has necessary resources to provide effective client support.
* Collaborate with the Work Force Management team to forecast contact volumes and maintain appropriate staffing.
* Work with your peers to ensure your teams are motivated during new projects, busy times and to realize our common goals and objectives.
Experience:
- 2+ years experience managing/leading people would be preferred
- A "client-first" mindset - someone who's passionate about delivering exceptional experiences
- Excellent communication skills are necessary in this role
- Familiarity with Call Center technologies (eg Amazon Connect, Nice, Service Now, Verint)
Here's a quick look at why working for Sun Life Ireland is so rewarding:
Our employees are offered a considerable benefits package* from practical things like private health insurance & a pension scheme to the option of being in the Sports & Social club who run events most months treating members to pizza, doughnuts, reduced cost tickets for local and national amenities and even encouraging people to give indoor soccer, inter-firms tennis or tag rugby a try.
Working for Sun Life means being part of a company that gives back to our local community. You'll be part of an organisation that continually raises money for charities, runs laptops for school programmes, sponsors sports players and much more.
We want you to evolve and advance in your career with Sun Life Ireland. Working together, we will support you on your journey to achieving your professional goals.
Let's not forget the positives of Waterford; voted the Irish Times Best Place to Live in Ireland for 2021. From the city scene to the coastline and newly constructed Greenway, there are so many things to do, both in Waterford and our neighbouring counties. With a lower cost of living compared to other cities, Waterford can offer a more relaxed and accessible lifestyle.
Benefits:
* 22 Days Annual Leave - increasing to 25 days based on length of service
* Maternity Leave, Paternity Leave, Parental Leave
* €275 Fitness Reimbursement for gym membership annually
* Annual Bonus plan based on Company and Individual Performance
* 100% Private Health Insurance cover for employees and 50% contribution for family members from date of hire.
* Study Assistance Programme inclusive of Masters Programme
* S&S Club, Wellness Programme, GP Scheme, Flu Vaccines, Eye Care Scheme as well as lots of discounted events and classes
* Defined Contribution Pension Scheme
Job Category:
IT - Technology Services
Posting End Date:
03/06/2025
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