Job Description

Location: Maynooth Business Park Kildare

Job Overview
We are currently recruiting for an Operations Manager to join our team.

At ABTRAN we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company’s growth. We are hiring the best people and helping them grow both professionally and personally, to ensure a bright future.

Let us tell you more about this great opportunity:

Reporting into the Service Delivery Manager you will ensure consistent achievement of financial and operational KPIs.
You will find excitement in leading and developing Team Leaders and Advisors and will coach employees to succeed in all areas of compliance with business policies and practices to ensure delivery of client KPIs, service levels, customer experience, quality measures, and legal compliance.
Create and contribute to an environment that creates enthusiasm and accountability for satisfying customer needs.
How you will spend your day:

Deliver and grow the business unit’s margin.
Deliver maximum revenue and profitability through effective management of KPI’s –use the Balanced Scorecard.
Increase the team’s commercial awareness and understanding of SLA obligations
Responsible for delivery of contracted Service Levels and KPIs.
Manage and develop a positive and effective relationship with the client.
Proactively engaged in coordinating key business planning activities (e.g. forecasting, recruitment, client meetings, and reviews, etc.)
Support the development of a continuous improvement culture.
Support innovation by developing strategies and creating opportunities to elicit new ideas from members of the business.
Give Team Leaders feedback on a regular basis through auditing files monthly and observation of one to ones, team meetings, etc. Know your team.
Create the right climate and culture for the team to prosper.
Lead by example, actively promote and foster a culture where learning and customer service are of the highest priority.
Our ideal candidate:

Previous experience as an Operations Manager
Client / Account management experience
High volume people management experience – coaching/ mentoring/ development
Experience in Front and Back Office functional management
Experience in a BPO is preferred
Experience coordinating/implementing and monitoring projects and processes
Demonstrated track record of managing to performance targets
Previous experience of operational budgetary control
Demonstrated management reporting experience
Experience in identifying, assessing and developing activities to improve.
Personal Attributes required:

Strong decision making and communication skills
Can move from seeing the big picture to the operational perspective with ease
Commercially aware within a challenging environment
Can easily switch between structured, process-oriented thinking and unstructured, problem resolution
Builds strong relationships and can influence others
Strong leadership and coaching skills and empowers others
Target focused to manage SLA’s
Excellent planning and organising skills
Highly motivated
Does not get flustered under pressure
We’ve told you what you will do for us, now let us tell you what we will do for you:

At Abtran once you join us you become part of a team and part of an amazing community. We believe in nurturing and inspiring our people. We offer training in many different topics in professional development and personal development. Our Learning Management System has been recognised as the ‘Most Innovative Use of Technology’ in the HR Leadership & Management Awards. We believe in motivating our people to meet their goals and progress in their career and are big on internal promotions. There are so many opportunities for progression and have had many success stories this year and in previous years.

Some other employee benefits include:

Well-being programme focused on our people’s health and wellness
Health Discount Programme
Employee Assistance Programme
Pension Scheme
Employee Discounts
Life Cover
Development Programmes to support your progression
Refer a Friend Scheme
Cycle to Work Scheme?
Leap Card? Tax Saver
Maternity Pay & Paternity Pay
We are proud of the community we have built, we work together in our day to day roles and also through employee initiatives such as our Charity Club, Sports & Social Committee, LGBT Society and Abtran FC Soccer Team. Employee engagement is big at Abtran with events and activities happening all the time to make work fun. We believe in a good work-life balance but while you are here we want to make it as enjoyable as possible.

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