Purpose of the role

• To Manage our Customer Facing Teams
• To coordinate Business Operations and Events
• To lead in targeted business change initiatives to drive efficiency and automation

This colleague will ensure that the business is well-coordinated and productive by planning and designing processes and procedures which put our Customers at the centre of what we do.

Key Accountabilities

• Design, develop and implement customer led processes
• Lead and manage BIIS customer facing teams. Work with stakeholders to ensure alignment and delivery of critical metrics.
• Review processes to drive efficiency and automation.
• Report on and monitor operational performance.

What is the opportunity

Reporting to the BIIS Head of Operations, this role is an excellent opportunity for an individual with process optimisation and customer centricity capability credentials keen to expand their skill set and progress their career.

You will join a team of highly engaged colleagues focused on meeting the needs of our current and future customers. This is an impactful position that will enable you to craft our customers experience, implement change, and enable our strategy!

Hybrid working - office based with working from home option.

Working at Bank of Ireland doesn't have to mean working in an office to have an impact. Our commitment to enabling colleagues to thrive means that depending on role type you can have choice and flexibility in where you work and live, subject to your role, customer needs and our requirements.

We have a hybrid working model, with home, agile hub and office based options available. We will always list a primary location which can be where you go for in person collaboration, and a location where you can best perform your role.

Please note you must live in the jurisdiction for the business to which you are contracted.

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Essential Qualifications

Process optimisation and customer centricity capability credentials.

Essential Skills and Experience

• Operations and or Call Centre management experience
• Process efficiency plan development and implementation of same
• Change management, governance and delivery
• Direct experience of handling the introduction of customer facing change in a complex and regulated environment, forecast demand and manage capability.
• Conversant in best practice Customer Experience management principles supported by an appreciation of Quality Frameworks.

Desirable Qualifications, Skills and Experience

• Conversant with Business Process Management tools and software Customer led Digital experience.
• Data literate, experienced user of standard MS tools.
• Team management.

Key Competencies

• Customer Focused - People Manager
• One Group, one team - People Manager
• Champion Transformation - People Manager
• Amplify Capability - People Manager
• Agile - People Manager