Strategic Team Lead

2 weeks ago

Limerick, Limerick, Ireland beBeeLeadership Full time €42,000 - €52,000
Job Summary

This is an exciting opportunity to lead a team of Customer Operations Specialists and contribute to the delivery of world-class support to customers of a global banking platform.

The successful candidate will be responsible for building, developing and coaching a high-performing team, while promoting a positive working environment based on open communication and collaboration.

Key Responsibilities
  • Directly coach and manage a team of Customer Operations Specialists in line with company requirements.
  • Ensure adherence to agreed processes and policies within the allocated team for assurance of high-quality servicing.
  • Motivate the team to provide best-in-class service by developing and maintaining a positive working environment.
  • Contribute to positive Client Relationship development through operational intent and results-orientation.
  • Operate with honesty, integrity and transparency in all aspects of the work.
  • Oversee team and individual performance through engagement with Quality Analysts and be accountable for team performance development.
  • Carry out frequent coaching, providing constructive feedback and learning opportunities to ensure Service Levels are met.
  • Ensure Customer Operations Specialists receive training, both initially and on an ongoing basis.
  • Handle escalated queries, issues or complaints in line with client processes.
  • Seek out opportunities for continuous improvement.
  • Perform administrative and managerial functions accurately, diligently and timely.
  • Maintain team staffing levels in accordance with ongoing servicing requirements.
  • Participate in internal and client reporting as required.
  • Carry out People Management, including Performance Improvement Planning, attrition management, time and attendance, recruitment, training, retention and employee experience initiatives, reporting.
  • Perform other ad hoc duties arising during the development of the role or operation, including ticket processing during downtime.

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