General Manager

Collins McNicholas is delighted to partner with a global organisation in the appointment of a General Manager, a pivotal leadership role with full site accountability for one of the company’s flagship Customer Engagement Centres in EMEA.

This is a rare opportunity to lead a large-scale, high-impact operation, shaping its future through stabilisation, cultural transformation, and sustainable commercial growth.

Reporting to the Senior Director of Operations, the General Manager will define and deliver a compelling vision for the Cork Customer Engagement Centre, aligning local strategy with global service standards and enterprise priorities. This is a 50% strategic / 50% operational leadership role with full site P&L and budget accountability, and revenue-based targets.

You will bring:

• 
  
• 8–10+ years’ progressive leadership experience
  
• Senior-level contact centre expertise
  
• Demonstrated P&L ownership and financial acumen
  
• Experience leading large-scale change and transformationStrong stakeholder management across global and enterprise environments
  
• A data‑driven, commercially focused mindset
  

• 
  
• Approachable, visible, and present
  
• Strategically strong yet willing to “get back to the floor”
  
• Comfortable balancing vision with operational detail
  

Initially, this leader will be highly visible in day-to-day performance oversight, coaching through Operational Managers, and building rapport with both leaders and associates.

You will work closely with:

• 
  
• Senior Director of Operations
  
• Senior Director of Human Resources
  
• Finance teams
  
• Wider leadership teams
  
• Local Operations Managers, HR and Finance
  

• 
  
• Degree in Business, Marketing or related discipline (preferred)
  
• OR 10+ years’ relevant professional experience demonstrating exceptional performance
  
• Minimum 5 years in senior contact centre leadership
  
• Strong understanding of financial models and cost allocation
  
• Proven experience driving cultural and organisational change
  
• Experience operating in global or matrixed environments
  

This is a career-defining opportunity to:

• 
  
• Lead a large, high‑profile operation
  
• Shape culture and performance at scale
  
• Drive tangible commercial impact
  
• Build a leadership legacy in a transformational environment
  

If you are an experienced contact centre/operations leader ready to take full site ownership and lead meaningful change, we would welcome a confidential conversation. xcfaprz

For a confidential discussion and more information on the role, please contact Michael O’Brien.