About Blackhawk Network
At Blackhawk Network (BHN), we empower businesses by offering the world’s largest network of branded payment solutions. From gift cards and e-gifts to corporate payouts and rewards, we deliver innovative, seamless solutions globally through our network of over 400,000 consumer touchpoints.
Overview
Job Title: Service Centre Operations Manager
Contract: Permanent
Workplace: Hybrid – 2 days in office per week in Swords (Ireland) Office
Hours: 37.5
Reports to: Director, Customer Service
Overview Of Role
This role leads the operational delivery of customer service for the One4All and Blackhawk Network business, managing in-house and outsourced teams across Ireland, El Salvador, and Greece. It ensures high-quality, compliant support across all channels, while driving efficiency, continuous improvement, and customer satisfaction. Working closely with internal and global teams, the role plays a key part in BHN’s growth and customer experience strategy.
What You’ll Do
* Regulatory Compliance & Governance: Ensure adherence to regulatory frameworks (e.g., CPC, GDPR), maintain accurate reporting, manage complaint processes, and support governance boards with timely data and insights.
* Operational Oversight: Maintain documented procedures, monitor KRIs, manage incidents, and ensure compliance and operational training records are up to date.
* Customer Service Leadership: Lead and develop the Swords-based team, fostering a high-performance culture with clear objectives, coaching, and career development.
* Outsourced Service Management: Oversee hybrid customer service delivery, ensuring SLAs, KPIs, and quality standards are met, with effective escalation and collaboration between onshore and offshore teams.
* Customer Experience & Insight: Drive CSAT initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options.
* Continuous Improvement: Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service.
* Strategic Projects & Expansion: Lead and support new initiatives, rollouts, and geographical expansions, ensuring customer service readiness and alignment with business goals.
* EMEA Collaboration & Budgeting: Represent the regulated entity within the BHN EMEA network, contribute to shared solutions, manage budgets, and lead forecasting and seasonal planning.
What We’re Looking For
* Proven leadership in building and managing high-performing Customer Service teams within regulated environments.
* Experienced in implementing QA and KPI frameworks to drive performance, compliance, and customer satisfaction.
* Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact.
* Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance.
* Comfortable operating in matrix structures and outsourced environments across different time zones.
* Highly organised, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement.
What We Offer
* Work-Life Balance: 23 Ireland days annual leave plus additional appreciation days, birthday time off, and volunteering leave.
* Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
* Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond/one4all cards.
* Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health.
* Recognition: Participate in Flyers, our leading recognition program with financial rewards.
Candidate Journey at BHN
* Stage 1: Shortlisting of suitable candidates
* Stage 2: Screening Call
* Stage 3: Interview(s) with Hiring Manager(s)
* Stage 4: Feedback/Hired
Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career!
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