Alan Mannix Email & Phone Number

Dublin, County Dublin, Ireland

Dublin, Leinster, Ireland

Key Responsibilities:Responsible for Dublin, Austin and Singapore Team members, career management of service delivery operations team (training, engagement, mentoring, succession planning and annual performance process) Manage and reduce costs on standard offerings, assets, technologies, licenses, facilities, subcontractors (where required) Manage.

Dublin

Management of shared services Managers, staff members and Business/Project analysts in head office and staff members working in satellite offices throughout Ireland.Responsibility for project delivery, IT operations, quality and office management.Management of service delivery to Council clients and ensuring retention of these clients.Supporting the growth.

Microsoft

• Responsible: overall operational and financial responsibility for business. Key Responsibilities:
• Ensure client SLAs and expectations are met or exceeded
• Weekly and Monthly Review meetings
• Develop and review policies to improve service delivery and improve client satisfaction
• Resource management of multilingual staff to ensure budgets adhered to and client demands met
• Identifies appropriate levels of staffing and oversees the multilingual hiring process to ensure the effective hiring of the appropriate people.

Dublin, Ireland

• Directly manage multilingual Operations & Customer Service Supervisors/Team Leaders
• Client Relationship Manager for largest global customer. Primary point of contact for them for any issues/enhancements/changes/billing/reporting.
• Effectively develops short and long-range functional plans that are appropriately comprehensive, realistic and effective in meeting the corporate goals set for the department. Integrates planning efforts across work.
• Report weekly to CEO/COO, Monthly Board Reviews
• Ensure customer service and operational SLA’s are met or exceeded
• Regular quality control of customer service calls, emails and aftercare process

Dublin, Ireland

• January 2006 – December 2007EMEA Operations Manager Shared Services (Google, AOL, CompuServe)Responsible: 10 Managers, 200 FTEKey Responsibilities:
• Set targets and monitor performance of multilingual Team Managers, staff members in Operations and Customer Service teams including conducting Management Dialogues with direct reports and implement training and.
• Liaise with multilingual Operations and Customers service teams to ensure sufficient people, resources and equipment are in place in line with forecast and future business needs
• Responsible for the delivery of SLA’s, KPI’s and improvement plans identifying efficiencies for operational and customer service teams
• Responsible for achieving SLA's on applied cash for Google (€500 million per month)
• Set up of call centre within the company to enable collections for AOL

Dublin, Ireland

• EMEA Manager BT Yahoo BroadbandKey Responsibilities:
• Provide direction for Multilingual Technical support Operations and Customer Service Team Managers and team members in order to ensure they have a clear understanding of what is expected of them in their role
• Developing supervisory skills and motivation of Technical support Operations and Customer support Team Managers and team members, ensuring each individual attains their maximum potential
• Develop and manage financial budgets and ensure financial targets are met
• Payroll – monitor and submit attendance/absenteeism/overtime data
• Ensure that all team members are made aware of any new policies/procedures put in place by the client

Dublin

Dublin

Dublin