• Manage and maintain a positive ongoing relationship with allocated customers, to ensure the highest standards in customer service delivery, operational effectiveness and adherence to process. I manage a portfolio of ~ €8Million over 5 large clients.• Work with the wider Customer Engagement Team to build and foster a strong culture of excellence.• Develop expertise in the Analytics function of Immedis Platform, to enable training and development of customer self-service of same.• Conduct periodic KPI reviews and meetings with the customer, in accordance with agreed Governance Structure.• Ensure that contract terms and conditions are met.• Evangelize the customer service ethic and a willingness to take ownership of our customer relationship during live operations.• Act as the final point of escalation for customers and the wider Immedis Pay Ops Team.• Manage communications internally and externally, ensuring an outstanding service experience for the customer.• Take responsibility for utilising personal skills and resources to be successful i.e. ownership for the overall success of the relationships.• Lead the management of relationships with customers and ensure a successful relationship with reference-able customers throughout.• Measure effectiveness and efficiency of delivery processes using UKG-defined systems and find ways to improve processes.• Provide key product input and direction based on customer and market needs.• Global Travel to conduct in person site visits with our clients.• Assist with the consolidation of invoices, as required.

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- Responsible for building UK & IE Operations for Customer Service for a FinTech Startup- Policy Management and Creation- Managing Managers- Role scope: Service, Learning & Development, Quality, Coaching, Programme Management, Continuous Improvement - Cost effectiveness - Execute a lean operating model- HR Management across full suite of HR activities- Recruitment, retention &people engagement planning- Key Stakeholder for business products including internal CRM suite- Member of Global Senior Leadership Team- Stakeholder & Investor Management- Complaints flow creation & complaints management in line with FCA- Enhanced Financial Regulation knowledge

- Support the ERG as part of the greater ERG senior leadership team - Support Global Co-Chairs in annual strategy planning and budget forecasts for their region- Propose strategic regional programs or events based on office lead feedback- Report regional perspective, insights, nuances, and needs throughout the year- Schedule and facilitate monthly regional update and check-in meetings for their regional team and local office leads Management and oversight duties:- Hires, manages, and coaches regional team- Hires, manages, and coaches local office leads within region- Acts as a liaison between local office leads and Global Co-Chairs- Mentors, trains, and coaches new and aspiring ERG leaders in region- Works with ERG Global Treasurer to ensure leaders within the region are abiding by ERG Budget & Expensing policies and guidelines- Ensures region is supporting greater ERG goals and initiatives- Leans in on larger global or regional projects and initiatives as needed

In my role at LinkedIn I lead a team of circa 10 Global Account Managers (GAM) that take care of the global staffing market. My role includes, but is not limited to:- Build, develop and lead a team of strategic support representatives, handling a combination of proactive and reactive interactions with customers.- Analyze metrics, reports and data trends and develop plans to manage departmental challenges.- Provide coaching and feedback to ensure the team maintains a high level of productivity and quality.- Coordinate resolution with appropriate support areas as necessary.- Collaborate and communicate with a team of global peers to drive best practice initiatives and with multiple levels of management as needed- Provide feedback to management regarding necessary changes and updates, including policies, upgrades and customer care issues.- Manage internal and external escalations from customers, business partners and within the team.- Communicate effectively and concisely with employees and internal partners.- Complete mid-year and annual reviews for all direct reports and provide feedback to other teammates- Contribute to the implementation of workflow process improvements.- Ensure team members have the information they need to perform their roles.- Complete other projects as assigned.- Develop and coach emerging leaders.

Contact centre Team Leader Operations for Eir contract