We are seeking a highly capable and experienced Operations Manager to lead and oversee the delivery of outsourced services for a client in the Irish tax rebate and financial services sector. This role is ideal for a strategic thinker with a strong background in operations management, particularly within a BPO or outsourcing environment. The successful candidate will be responsible for ensuring operational excellence, team performance, and client satisfaction through data-driven decision-making and effective leadership.What We Offer
Competitive salary and performance-based incentives.
Opportunity to work with a growing client in the financial services sector.
Professional development and career advancement opportunitiesKey Responsibilities
Operational Oversight: Manage the end-to-end delivery of outsourced tax rebate services, ensuring SLAs, KPIs, and quality standards are consistently met.
Team Leadership: Lead, mentor, and develop a team of supervisors and agents to drive performance, engagement, and continuous improvement.
Client Relationship Management: Serve as the primary operational point of contact for the client, ensuring alignment on goals, expectations, and service delivery.
Process Optimization: Identify and implement process improvements to enhance efficiency, accuracy, and customer satisfaction.
Compliance & Risk Management: Ensure adherence to all regulatory, data protection, and compliance requirements relevant to tax rebate processing.
Reporting & Analytics: Monitor performance metrics, generate operational reports, and provide actionable insights to internal and client stakeholders.
Training & Development: Collaborate with training teams to ensure staff are well-equipped with the knowledge and tools to perform their roles effectively.
Issue Resolution: Proactively manage escalations and resolve operational issues in a timely and professional manner.
*Experience & Skills Required
Proven experience (5+ years) in operations management, preferably within an outsourcing or BPO environment.
Strong leadership and people management skills.
Excellent communication and stakeholder management abilities.
Analytical mindset with a focus on data-driven decision-making.
Familiarity with Microsoft Dynamics CRM system, workflow tools, and reporting platforms.
Knowledge of Irish tax systems or similar jurisdictions is a plus.
