Key Accountabilities and Responsibilities
The role of the Outsourcing Operations Manager (Customer Care / Distribution) would include :
Reporting to the EEA Chief Operating Officer, responsibility for oversight of the outsourced operations in respect of the Customer Care and Distribution Credit Risk Management services each as set out in the NewCo 2 Master Intercompany Services Agreement (MISA)).
To have responsibility for the contact centre service provided pursuant to the MISA to deal with all inbound and outbound issues from customers.
This service is provided 24 hours a day, 7 days a week for all major languages and includes web self-serve, telephone and email support.
Acting as the point of escalation by psc Wertkarten (the Service Provider) teams for all material issues and decisions.
Managing costs with the Service Provider while always whilst maintaining customer satisfaction.
Monitoring the Service Provider performance against each member customer service / support channel and reporting performance to the EEA Chief Operating Officer as well as customer satisfaction.
Acting as a champion to ensure all operational decisions consider and prioritise the excellent service for customers.
Frequent travel to the service centre to build, maintain key relationships and understand the detailed operational processes being carried out and the challenges presented.
Ensuring EEA Chief Operating Officer is kept informed of all key service centre developments and any impacts in performance (as well as the progress of planned remediation).
Key Capabilities / Knowledge / Competencies
Must be resident in Ireland and based in the Dublin office (requirement to travel to the Austrian office as required).
Prior operations experience.
Ability to build relationships quickly as well as a structured approach to tracking, managing and remediating performance.
A proven operational knowledge of the e-money and card issuing business, its challenges and growth opportunities.
Good interpersonal skills and relationship management are essential for dealing with people at all levels.
Able to demonstrate excellent enthusiasm and leadership and a strong work ethic necessary to succeed in a dynamic, fast-
moving and results orientated environment.
Able to work in a time pressured and dynamic environment with a high degree of accuracy whilst maintaining focus and concentration