National Enterprise Hub Manager

Our client Enterprise Ireland is currently hiring for a National Enterprise Hub Manager at a Senior Executive level for their Client Services Division under Global Communications, Strategic Marketing & Events.

Background

As announced by Government, Enterprise Ireland is developing the National Enterprise Hub (NEH) to help enhance accessibility for businesses to Government supports. The NEH is an 'All of Government' support which will help any business access State supports for business online, via AI chat and through Hub Advisers in our contact centre.

The National Enterprise Hub (NEH) provides information, advice and support to businesses through a variety of touchpoints on a range of business areas including available grants, training and upskilling, programmes and initiatives, going Green, digital supports, costs of doing business, internationalisation and much more. The Hub is designed to provide ease of access and guidance to businesses to the right support from across Government.

Role Purpose

Working closely with the Department Manager, the National Hub Manager will set the Hub's strategic direction and execute the operational plan. The successful candidate will lead the operational management and implementation of this national initiative. They will lead and motivate a small team of Hub Advisers to deliver excellent customer-focused and responsive contact, referral and information services and support to businesses. They will lead our engagement with key stakeholders and partners across Government, State Agencies and other relevant industry partners to ensure a collaborative approach to serving the needs of business.

Key Deliverables

Develop Strategic and Operational Plans for the National Enterprise Hub:

• Work with Enterprise Ireland's Department Manager for Global Communications, Strategic Marketing and Events to set the strategic direction for this new national cross Government initiative and to develop an effective operational plan that ensures on-time and on-budget delivery of this new national service to Irish businesses.
• Lead with high levels of professionalism and operational management experience the operation of this new initiative and the delivery of professional information services and support for all sectors of Irish businesses.

Lead and manage the National Enterprise Hub's Operations:

• Manage all day-to-day operations of the National Enterprise Hub including the contact centre performance, quality, customer service, processes and procedures and governance.
• Lead, manage and motivate a small team of Hub Advisers. This will include building a high-performance team through effective team development; delivering behavioural and functional skills training; conducting formal and informal individual and team performance reviews; supporting team members to professionally operate all the contact, referral and information services and touch points for the Hub; and supporting them to handle challenging customer queries/issues.
• Develop and implement customer-focussed and quality service frameworks, tools, standard operating procedures/processes and information supports that effectively manage and deliver best-in-class quality assurance, customer services and customer satisfaction from the Hub e.g. quality framework, customer contact procedures, query management, service manuals, instructive guides, handbooks etc.
• Manage the central 'Knowledge Base' containing all Government supports and ensure information is kept up to date, regularly reviewed with Government/Agency partners and ensuring correct tagging and taxonomy is maintained and updated as required.
• Work with Enterprise Ireland's relevant internal teams to continually develop, implement and monitor all National Enterprise Hub technologies, systems performance and communications channels solutions across telecoms, websites, chatbots, digital media etc. This will include go-live testing for business readiness, training, best practice data management and adherence to GDPR and other relevant services regulations and legislation.
• Lead effective external stakeholder engagement and management by building effective networks and relationships between Enterprise Ireland's Hub team and Government bodies, State Agencies and other relevant industry partners.
• Lead the continued development and management of the established NEH operating model, including implementation of full Customer Relationship Management (CRM) and AI-Chat function roll out.
• Manage, practices and processes with internal and external stakeholders to continually build and maintain up to date, relevant and accurate resources, tools, information and knowledge sharing data.
• Work with internal and external stakeholders to proactively create and coordinate a range of business stakeholder communications, awareness and promotional campaigns about the Hub and its services, as well as media outreach.

Manage the NEH reporting framework to key stakeholders including the Department of Enterprise, Trade & Employment (DETE) as part of an agreed EI/DETE work programme.

Functional Competencies (Key Skills & Knowledge)

• Demonstrated experience of working in a professional business/customer services environment operating and delivering customer engagement and information services, for example experience of working in a contact centre or similar information-sharing business services environment at management/supervisory level, is essential.
• Proven skills and experience in managing/supervising and motivating a high-performance team to achieve demanding objectives is essential.
• Experience in implementing and managing/supervising customer success, business information-sharing projects or customer service excellence delivery is essential.
• Robust skills and experience in stakeholder engagement and stakeholder management at all levels is essential.
• Robust skills and experience in day-to-day Operations delivery and management including management of all day-to-day operational components including standard operating procedures, processes, technology, measurement and reporting mechanisms etc to support delivery of a customer-focussed solution is essential.
• Capacity to lead and coordinate multi-stakeholder inputs and to lead and manage multiple projects at any one time to strict timelines.
• Excellent communications skills and experience and ability to share concepts and ideas effectively and credibly, both internally and externally.
• An understanding of Government business support programs is desirable.
• A third level qualification in a business or related discipline is desirable.

Enterprise Ireland Behavioural Competencies

Results Focused

The ability to remain outcome and results focused with regard to business priorities and organisational goals, monitoring progress and adjusting approach ensuring delivery against the appropriate timescales.

Innovation and Risk-Taking

Actively encourages new ideas, experimentation and measured risk-taking, while always being on the lookout for opportunities to continuously improve business processes and efficiencies within Enterprise Ireland and client organisations.

Problem Solving and Decision-Making

The ability to be decisive and take tough decisions about clients, people and costs to deliver sustainable results, using the analysis of information and situations to make logical and sound decisions.

Client Focused

The ability to provide an excellent client service focusing on client needs and building andmaintaining effective personal and business relationships to advance clients project' objectives and Enterprise Ireland strategy.

Communicating with Impact to Influence Others

Communicates in a manner that will persuade, convince and influence their own staff and others, both internally and externally, in order to motivate, inspire or encourage them to follow a particular course of action.

Teamworking

Co-operates with colleagues, shares information and respects the opinions and values of staff members. Understands the skills, experience and knowledge of staff members and maximises how these can be utilised to the benefit of the department, the organisation and the client.

Embracing & Leading Change

Understands the business agenda of Enterprise Ireland and embraces changes for area of responsibility and for external and internal clients.

Acting / Leading with Integrity

Lives the Enterprise Ireland purpose and values, acting genuinely and with integrity, in a manner that builds trust and engages and motivates others, placing the genuine needs of the client, the organisation, and staff ahead of personal agendas.

Networking

Establishes and maintains mutually beneficial relationships with colleagues and other networks for the purpose of sharing information.

Developing Yourself & Others

Creates an environment that enables others to excel in terms of job performance.

Application and Selection Process:

Applicants must have the legal right to live and work and be available to work in the location.

The selection process may include short-listing of candidates. The selection criteria will be based on the requirements of the position. It is therefore important that you provide a detailed and accurate account of where you believe your skills and experience meet the requirements for the position. This should be contained in a short document (maximum 2 pages – see template provided) accompanying your CV.

Applicants should note that, for shortlisting purposes in particular, clear evidence of the functional competency requirements listed as essential in this specification must be demonstrated as part of your supporting document accompanying your CV.

To apply for the position, send a detailed CV and a completed supporting document ei-en- ) quoting reference number EI.036.24E to enterprise- to be received on or before Thursday, 25th April 2024.

For queries in relation to this role or the application process applicants should contact enterprise-

Cpl will acknowledge all correspondence within 3 working days. Applicants who do not receive an acknowledgement within 3 working days should contact enterprise-

Enterprise Ireland is an equal opportunity employer.