Asset & Wealth Management, Customer Operations Manager, Associate, Dublin
Core
Senior operational leader providing end-to-end oversight of customer operations, service delivery, complaints management, and risk/control activities for a centralized call centre and support teams in Asset & Wealth Management.
Role type
Senior IC Customer Operations Manager
Builds
Customer servicing activities and operational excellence for ultra-high net worth individuals, family offices, foundations, corporations, and direct-to-consumer clients.
Domain
Financial Services / Asset & Wealth Management
Deliverable
dashboards & analysis
Required skills
Customer operations oversight, complaints management, operational risk and control, stakeholder management, change implementation, data analysis, regulatory compliance (Consumer Protection Code), cross-border team management.
Preferred skills
QFA Qualification, experience with outsourced/offshore teams, business transformation support.
Technologies
N/A
Responsibilities
Monitor operational performance against SLAs and customer outcome measures; act as senior escalation point for complex customer issues; review complaint investigations and remediation proposals; identify opportunities to improve customer journeys and processes; lead operational readiness for new products and change programmes; produce management information on service delivery and risk; support risk and control activities including root cause analysis.
Seniority
Senior, hands-on IC