PA** Operations Manager - Contact

Job Description About the RoleHybrid Opportunity – Dublin We are currently expanding our Life and Pensions operation in Dublin and are seeking a highly skilled and experienced Operations Manager to join our dynamic team. As Operations Manager you will have responsibility for a contact centre team supporting a DC Group Pensions service being launched to a new client in September this year. You will support the setup of the contact team and be responsible for ensuring the contact team meet our contact centre service levels for inbound telephony and web chat. (including web chat), back office policy administration and new business. You will lead a team of 5 individuals and ultimately report in to the Senior Operations Manager. The contact team supports policyholders in the Caribbean and the working hours will reflect this with telephone lines closing at 10pm or 11pm Irish time depending on the time of year.Responsibilities:Responsible for delivery of Operational services to SS&C clients in line with Service Level Agreements and Key Performance IndicatorsComprehensive understanding of the BPO Contract and Service Level AgreementsLead team of 5 FTE to deliver a best in class DC pension offeringPoint of escalation for callsOversight of all internal and external auditsOwnership of internal and external audit actionsOversight of yearly process and procedure reviewsEnsure that team handles calls and web chats appropriately and with a high degree of professionalism.Ensure ongoing call sampling and web chat sampling takes place for all contact team members, providing expedient and valuable feedback to improve performanceRequirements:Holds Accredited Product Advisor (APA) qualification in Pensions, or demonstrates desire to attain qualification within 12 months (SS&C will sponsor)3-5 years experience working in a similar roleExcellent communication and interpersonal skills, with the leadership qualities to positively influence colleaguesExtensive people management experienceExceptional telephone etiquette and communication skills, both written and verballWell organized and methodical individual with experience of working to strict deadlinesExcellent verbal reasoning and numeric skillsPresents an appropriately professional image; communicates clearly, concisely, and diplomaticallyProblem solving and decision making skills over different levels of problemsLead by example and drive results through proactive leadership.Ability to make quick decisions under pressure while maintaining high standards.Willingness to adhere to specified schedules and demonstrate flexibility for short-notice changes.