Location
Ireland - Kerry
Contract Type
Fixed Term Full Time
Closing Date
28/11/2025
Fexco Managed Services are currently recruiting an SME Team Operations Manager to join the SEAI team.
This is a full-time position offered on a 12-month secondment contract. The position is primarily based at our Cahersiveen office, with hybrid working options available. Please note that occasional travel to other locations may be required.
Role Overview
Lead and develop a high-performing team of Subject Matter Experts (SMEs), ensuring operational excellence, client satisfaction, and continuous improvement. Act as a key liaison between internal teams and clients, managing resources, performance, and strategic initiatives.
Key Responsibilities
* Team Leadership: Set objectives, mentor SMEs, and foster a responsive, high-performing team culture.
* Client Collaboration: Partner with clients to define SME requirements, manage expectations, and ensure service delivery aligns with scope.
* Operational Oversight: Allocate resources effectively, monitor workloads, and drive process improvements.
* Case Management: Support escalation/de-escalation of customer issues, ensuring timely resolution and minimal backlog.
* Compliance & Risk: Uphold data protection standards, maintain Business Continuity Plans, and ensure timely reporting.
* Systems Expertise: Act as CRM (Microsoft Dynamics) expert and ensure team proficiency in relevant tools.
* Stakeholder Engagement: Build strong relationships across internal and external stakeholders, presenting updates and insights regularly.
Candidate Profile
* Business degree or equivalent preferred
* Experience in people management preferred, ideally in a contact centre environment
* Strong mentoring, communication, and stakeholder presentation skills
* Project management and change management experience desirable
* Analytical mindset with advanced Excel and Power BI proficiency
* Interest in sustainability and environmental initiatives is an advantage
What you'll be doing:
* Drive performance of Subject Matter Experts (SMEs) through objective setting and supporting SMEs in developing knowledge and skills
* Work with SMEs to be a highly efficient, responsive and driven team that meets and exceeds the required performance standards
* In collaboration with the client, identify and scope requirements for more SMEs
* Support SMEs in continuous improvement projects or initiatives to ensure they are delivered to a high standard
* Regular meetings with our client, ensuring that all actions and activities for the team are captured and actioned appropriately
* Ensure SME resources are assigned correctly to programmes based on skillsets and client requirements
* Proactively provide support the on escalating or de-escalating customer cases where dissatisfaction is clear
* Responsible for ensuring that customer cases which require escalation to SMEs / Ops are handled efficiently and not ageing
* Understand the various working systems and programmes to ensure you have the tools to effectively lead your team
* Manage data protection, risk & compliance to high standards ensuring all activities are captured and reported in a time sensitive manner
* Maintenance of Business Continuity Plans, completion of regular testing and business updates to support compliance with agreed procedures
* Promote a cohesive and consistent approach to the SME role, defining scope and client expectations
* Manage direct reports in a supportive way with an emphasis on developing skillsets and evolving the role of SME
* Closely monitor workload of PCs through analysis, regular meetings and monitoring of volume of change requests
* Make effective evidence based decisions on SME allocation and work intake in collaboration with Operations
* Engage with a wide range of peers and stakeholders in a professional manner
* Act as a system expert on CRM (Microsoft dynamics)
* Build and maintain strong relationships with both internal and external stakeholders
* Maintain a strong operational focus, understanding the need for SMEs to drive improvements that will benefit the business as a whole
* Manage client expectations in relation to the responsibilities and scope of the SME role
Fexco is proud to support and promote a diverse and inclusive workplace.
Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.