People Support Manager

At Fenergo, our aim is to future-proof Client Lifecyle Management through our award-winning SaaS based solutions that empower financial institutions. With the expertise of our 700 employees across 11 offices worldwide we enable our clients to improve operational efficiencies and return on investment, manage compliance with KYC, AML and reduce risk with continuous monitoring of clients and transactions throughout the client lifecycle.  

Fenergo dynamically manages any client type, any product type and every client journey for all segments, channels and devices. 

As a company we value collaboration with cross functional teams, driving employee engagement and are champions of diversity and inclusion. As we continue to grow and evolve, we look for team members who will make a meaningful impact, contribute to a positive work environment and shape the future of our organisation. 

Join us as we build a workplace where talent thrives and together, we achieve new heights of success 

Opportunity

As People Support Manager you will be responsible for leading the day-to-day operations of the People Support Team, ensuring high-quality HR service delivery and efficient resolution of employee inquiries. This role involves maintaining accurate HR data, managing payroll processes, and identifying opportunities for process improvement, leveraging technology to enhance service delivery. A focus on employee satisfaction, continuous improvement, and effective collaboration with other departments is key to success in this role.

Responsibilities:

Service Desk Operations:

• Oversee day-to-day operations of the People Support Team, including managing workload, prioritizing tasks, and ensuring timely response to employee inquiries.
• Oversee maintenance, availability and adoption/usage of Tier 0 information.​
• Develop and monitor KPIs related to service levels, response time, and issue resolution rates, and create action plans to address gaps or areas for improvement. Ensure compliance with company policies and procedures in the delivery of HR support services.​

Data Integrity & Payroll:

• Approve changes to HR records, acting as the guardian of data accuracy.​
• Manage and approve monthly payroll for all regions, including liaising with Finance on process steps.​

Issue Resolution:

• Serve as a point of escalation for complex employee inquiries, resolving issues with empathy, discretion, and efficiency.
• Promote a culture of high-quality service by developing processes that create a positive and supportive experience for employees. Partner with other departments to coordinate and streamline employee services and improve service outcomes.​

Process Improvement & Technology:

• Identify opportunities to enhance and optimize People Support processes to improve efficiency, accuracy, and employee satisfaction, including updating HRIS workflows.
• Collaborate with the IT teams to leverage tools and systems that enhance service delivery (e.g., ticketing systems, HRIS updates).
• Develop and maintain documentation, FAQs, and standard operating procedures (SOPs) for HR inquiries to promote self-service options and knowledge-sharing within the team.

People Support team:

• Lead, manage, and mentor the People Support team to ensure high-quality service delivery.
• Provide guidance, training, and development to team members to build skills and foster a culture of continuous improvement.
• Set clear performance objectives, conduct regular check-ins, and support professional growth and career development within the team.​

Reporting & Analytics:

• Prepare and analyse regular reports on People Support metrics, including volume, response times, common inquiry topics, and satisfaction ratings.
• Use data and feedback to make recommendations for enhancing HR policies, processes, or support offerings.
• Track and report on trends to proactively address recurring employee issues and drive positive change across the organization.​

Requirements

• Bachelor's degree in Business, HR, or related field.
• 5+ years of experience in People Support with min. 2 years' experience managing a People Support function.
• Strong knowledge of payroll processes and HR data management, with an emphasis on accuracy and compliance.
• Ability to analyse and develop KPIs, with a focus on improving service delivery and employee satisfaction.
• Experience in process improvement and leveraging HRIS or ticketing systems for efficiency.
• Strong communication and interpersonal skills to collaborate across departments and build trust with employees.
• Analytical mindset with experience in reporting and using data to drive strategic improvements.

Our promise to you  

We are striving to become global leaders across all of the categories we operate in and as part of that we are a high-performing highly collaborative team that works cross functionally to accommodate our clients needs.   

What we value is at the CORE of how we succeed: 

• Collaboration: Working together to achieve our best 
• Outcomes: Drive Success in every engagement  
• Respect: A collective feeling of inclusion and belonging 
• Excellence: Continuously raising the bar 

Benefits

• Healthcare cover through the VHI 
• Company pension contribution 
• Life assurance/ Income protection 
• 23 days annual leave 
• 3 company days 
• Annual bonus opportunity 
• Work From Home set-up allowance 
• Opportunity to work with clients and colleagues on a global scale for a world leader in Client Lifecycle Management 
• Other competitive company benefits, such as flexible working hours, work from home policy, bike to work scheme, sports and social committee, weekly fitness and sports classes and much more 
• Buddy system for all new starters 
• Collaborative working environment 
• Extensive training programs, classroom and online, through 'Fenergo University' 
• Opportunity to work on a cutting-edge Fintech Product, using the latest of tools and technologies 
• Defined training and role tracking to allow you see and assess your own career development and progress. 
• Active sports and social club 
• State of the art offices in the heart of Dublin's Docklands with great facilities, canteen and games area 

Diversity, Equality, and Inclusivity 

Fenergo is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace, where all employees are valued, respected, and can reach their full potential. We do not discriminate based on race, colour, religion, sex, national origin, age, disability, or any other characteristic protected by applicable law. Our hiring decisions are based solely on qualifications, merit, and business needs. We believe that a diverse workforce enriches our company culture, fosters innovation, and contributes to our overall success. We strive to provide a fair and supportive environment for all employees, promoting equal opportunities for career development and advancement. We encourage all qualified individuals to apply for employment opportunities and join our team in contributing to a collaborative and inclusive work environment.