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Job Description
Company Name: Occipital Limited t/a Covalen
The Team Lead will play a critical role in service delivery, with responsibility for building and developing a team of Customer Operations Specialists (COSs) to achieve the above outcome, with a very strong focus on individual coaching.
Key Responsibilities
Oversee banking operations to ensure compliance with regulatory requirements, policies, and procedures.
Implement process improvements to enhance efficiency and reduce operational risk events.
Collaborate with various departments, including compliance, risk management, and IT, to ensure seamless delivery of banking services.
Identify potential risks in banking operations and develop mitigation strategies to ensure compliance and protect the bank's interests.
Directly coach and manage a team of COSs in line with company and client requirements.
Ensure adherence to agreed processes and policies within the allocated team, for assurance of high‑quality servicing.
Duties
Oversee team and individual performance through continuous engagement with dedicated Quality Analysts (QAs), and be accountable for team performance development.
Carry out frequent, targeted coaching based on issues/trends notified, providing constructive feedback and learning opportunities to ensure that agreed Service Levels are met.
Ensure COSs receive all appropriate training, both initially and on an ongoing basis.
Handle queries, issues, or complaints that have been escalated from the team in line with the agreed processes with the client.
Seek out opportunities for continuous improvement.
Carry out any administrative or managerial functions accurately, diligently, and timely.
Maintain team staffing levels in accordance with ongoing servicing requirements (daily scheduling, scheduling of annual leave, flagging recruitment needs).
Essential Competencies
Deep‑rooted passion for delivering success.
Strong experience and working knowledge of creating a collaborative environment, taking overall responsibility for the team.
Evidence of enhanced results through individual and team coaching.
Confidence and personal strength to direct and motivate others.
Inquisitive problem‑solver who gets ahead of potential issues.
Ability to drill into detail while never losing sight of the bigger picture.
Candidate Experience
Hold a third‑level qualification in business or a related discipline, preferably QFA qualified.
Minimum 1 year of client interaction and operational experience.
High fluency in English, with excellent verbal and written comprehension, spelling, grammar, and punctuation.
Excellent knowledge of Microsoft Office products, especially Excel and Outlook. xcfaprz
Demonstrates a strong performance ethos and personal commitment to achieving outstanding performance.
Sector
Administrative and support service activities
Career Level
Experienced [Non‑Managerial]
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Sprachkenntnisse
- English
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