Direct message the job poster from Morgan McKinleyDirector - Financial Services | Banking | Insurance | Fintech | at Morgan McKinleyBackgroundA leading financial services provider is seeking a Senior Operations Manager to oversee the daily operations of its retail finance function. This is a high-impact role focused on delivering excellent customer service, managing operational risk, driving performance, and leading a multifunctional team. With a growing customer base and strong market presence, the organization offers a dynamic environment for ambitious leaders.Role OverviewReporting to the Head of Operations, the Senior Operations Manager will lead customer-facing and back-office teams across customer service, contract administration, new business processing, collections, and compliance support.The successful candidate will drive operational excellence, customer satisfaction, and strategic initiatives while ensuring adherence to regulatory requirements and internal policies.Key ResponsibilitiesOperational LeadershipOversee all aspects of retail financial operations including customer service, account management, collections, and complaints handling.Develop and implement strategies for operational efficiency, including capacity planning, performance tracking, and KPI frameworks.Ensure strong compliance controls and risk management practices are embedded across all operational processes.Lead recruitment, coaching, and development of direct reports and wider teams.Promote a culture of performance, accountability, and continuous improvement.Customer Experience & EscalationsImplement strategies to improve customer engagement, especially for vulnerable customers.Manage the complaints process in accordance with legal and regulatory standards.Act as the senior escalation point for complex customer and partner issues.Monitor and improve customer satisfaction scores and share insights across teams.Compliance & Quality AssuranceMaintain up-to-date documentation of operational policies and procedures.Ensure full compliance with relevant financial regulations, including consumer protection, outsourcing, AML, and data privacy.Establish a quality assurance function to monitor and uphold service and compliance standards.Support internal and external audits and implement required controls and actions.Transformation & Change ManagementLead and support business transformation projects, including operational and IT change initiatives.Drive adoption of automation and process enhancements to increase efficiency.Ensure readiness and compliance with new regulatory frameworks.Key Requirements10+ years’ experience in senior operations management within the financial services sector.Proven ability to lead multifunctional teams, improve service delivery, and meet regulatory obligations.Strong knowledge of collections, regulatory compliance, and operational risk.Track record in managing change, implementing new processes, and enhancing performance through data-driven decision-making.Experienced in complaints management, customer experience, and stakeholder engagement.Proficient in Microsoft Office tools, especially Excel, PowerPoint, and Power BI.Excellent problem-solving, communication, and leadership skills.Education & QualificationsDegree in Business, Finance, or Data AnalyticsSeniority levelSeniority levelMid-Senior levelEmployment typeEmployment typeFull-timeJob functionJob functionGeneral BusinessIndustriesBanking and InsuranceReferrals increase your chances of interviewing at Morgan McKinley by 2xGet notified about new Operations Manager jobs in Dublin, County Dublin, Ireland.Dublin 10, County Dublin, Ireland 2 months agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 month agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 6 days agoDublin, County Dublin, Ireland 1 month agoDublin, County Dublin, Ireland 6 hours agoAshbourne, County Meath, Ireland 4 weeks agoDublin, County Dublin, Ireland 48 minutes agoDublin, County Dublin, Ireland 2 weeks ago(Operations Manager) Service Delivery ManagerDublin, County Dublin, Ireland 5 days agoDublin, County Dublin, Ireland 2 months agoDublin 10, County Dublin, Ireland 1 week agoSupply Chain & Distribution Operations ManagerDublin, County Dublin, Ireland 5 days agoDublin, County Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 1 week agoRevenue Operations Manager - InternationalDublin, County Dublin, Ireland 2 weeks agoClondalkin, South Dublin, Ireland 2 weeks agoDublin, County Dublin, Ireland €45,000.00-€50,000.00 2 weeks agoManager, Global Response Operations (GRO) DetectionDublin, County Dublin, Ireland 3 weeks agoDublin 2, County Dublin, Ireland 6 hours agoGlobal Travel & Expense Operations ManagerDublin, County Dublin, Ireland 4 days agoDublin 2, County Dublin, Ireland 1 week agoDublin, County Dublin, Ireland 4 days agoCelbridge, County Kildare, Ireland 5 hours agoWe’re unlocking community knowledge in a new way. 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