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PA2024276 Operations Manager - Contact, Dublin
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Client:
SS&C Technologies Holdings
Location:
Dublin, Ireland
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
6b90b1e1bfe4
Job Views:
5
Posted:
03.06.2025
Expiry Date:
18.07.2025
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Job Description:
Job Description
About the Role
Hybrid Opportunity – Dublin
We are currently expanding our Life and Pensions operation in Dublin and are seeking a highly skilled and experienced Operations Manager to join our dynamic team. As Operations Manager, you will have responsibility for a contact centre team supporting a DC Group Pensions service being launched to a new client in September this year. You will support the setup of the contact team and be responsible for ensuring the contact team meets our contact centre service levels for inbound telephony and web chat, back office policy administration, and new business. You will lead a team of 5 individuals and ultimately report to the Senior Operations Manager. The contact team supports policyholders in the Caribbean, and the working hours will reflect this with telephone lines closing at 10pm or 11pm Irish time depending on the time of year.
Responsibilities:
* Responsible for delivery of operational services to SS&C clients in line with Service Level Agreements and Key Performance Indicators.
* Comprehensive understanding of the BPO Contract and Service Level Agreements.
* Lead a team of 5 FTE to deliver a best-in-class DC pension offering.
* Point of escalation for calls.
* Oversight of all internal and external audits.
* Ownership of internal and external audit actions.
* Oversight of yearly process and procedure reviews.
* Ensure that the team handles calls and web chats appropriately and with a high degree of professionalism.
* Ensure ongoing call sampling and web chat sampling takes place for all contact team members, providing expedient and valuable feedback to improve performance.
Requirements:
* Holds Accredited Product Advisor (APA) qualification in Pensions, or demonstrates desire to attain qualification within 12 months (SS&C will sponsor).
* 3-5 years experience working in a similar role.
* Excellent communication and interpersonal skills, with the leadership qualities to positively influence colleagues.
* Exceptional telephone etiquette and communication skills, both written and verbal.
* Well organized and methodical individual with experience of working to strict deadlines.
* Excellent verbal reasoning and numeric skills.
* Presents an appropriately professional image; communicates clearly, concisely, and diplomatically.
* Problem-solving and decision-making skills over different levels of problems.
* Lead by example and drive results through proactive leadership.
* Ability to make quick decisions under pressure while maintaining high standards.
* Willingness to adhere to specified schedules and demonstrate flexibility for short-notice changes.
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