Operations Centre Site Lead
Operations Centre Site Lead Based in Galway
What this job is really like:
As a member of the senior management team you will be required to contribute significantly to the overall direction of Sales & Service and Operation strategies, that develops an environment and culture that provides best in class customer service.
Jobs like this involve leading, motivating and developing a team to perform and deliver the customer/ sales proposition in line with business strategy, ensuring direct reports are equipped to lead their teams effectively.
You will have experience of developing business plans and will optimise performance, coaching and leading to deliver results including customer satisfaction through performance management and employee engagement. You will ensure effective implementation of change.
You will need to be an experienced leader of sales, operations and people, experienced in integrating different activities to produce seamless service, while meeting challenging sales, service, efficiency, effectiveness and business improvement targets.
You will also need to be good at creating powerful employee engagement and keeping people motivated in a tough and demanding environment.
Jobholders are typically responsible for:
Your primary responsibility is to deliver sales targets and high levels of customer/intermediary service through recruiting, developing, leading and managing a high performing sales and service team.
Lead and motivate the team to fully exploit their capabilities and RSA’s investment in training and development to ensure delivery of the required standards of excellence in sales and operational performance now and in the future.
Manage the team to ensure that resources (people, finances, information, technology, etc.), processes, capacity and control frameworks are appropriate to the required standards of sales and operational excellence and best practice, operating effectiveness and efficiency, and Group, legal and regulatory requirements.
Work with marketing, sales, operations, claims and underwriting managers to ensure aligned and coordinated planning, marketing, sales and service delivery activities.
Lead the development and implementation of the sales & service plan, operations strategy, operating model and roadmap for achieving sales targets and delivering Brilliant Service in line with wider business.
Building strong cross-functional relationships between the Operations Centre and its key stakeholders, Portfolio, CIS and Sales & Marketing.
This job will typically be measured with the following KPI’s:
Performance of team and its individual members in achieving annual sales & service targets
Performance of team and its individual members in achieving annual expense plan.
Personal and team application of People Expectations
Team application of RSA sales, marketing & operations best practice and return on training and development investment
Team operating effectiveness and efficiency Team compliance with Group, legal and regulatory requirements
Feedback from RSA sales, portfolio and other colleagues
Size and Scope
Reports to the Chief Operating Officer
Manages a team of 150+ FTE
Operational Budget of €2.0m+
This role is subject to the Fitness and Probity Standards (“The Standards”) , issued under Section 50 of the Central Bank Reform Act 2010 and any subsequent amendments.
The role holder must ensure they are fully aware of the Standards and in a position to fully comply with them at all times
Job Holder requirements
Experience of leading medium sized operations centre with approx 150 Plus employees across multiple buisness functions
Experience Leading and motivating sales & service managers
Through those managers led sales & service teams to achieve on target results
Experience of developing operational processes, technologies and people
Developing Strategic operational plans and delivinging exceptional customer services and processing
Experience of working in a regulated envioronment to strict industry guidelines
Based in Galway
Regular travel to Dublin will be required in this role.