Operations Specialist Role
This is a key role within the Operations Team, part of the Customer Care & Outcomes function under the Chief Customer Office. The core purpose of our function is to deliver fair customer outcomes.
A strong Operations Team is vital to the delivery of the CC&O mission of fair customer outcomes and supporting daily activity across Enterprise Complaints & Errors to achieve this.
The primary focus of the role is delivering on critical support to case management teams throughout the Department.
Key Responsibilities:
* Engaging with colleagues and stakeholders in a positive way while influencing the wider Bank to deliver fair customer outcomes.
* Issuing regulatory letters to ensure compliance with regulatory obligations and prevent breaches.
* Management of mailboxes to ensure all requests and queries are responded to promptly.
* Responsible for completing daily reports across the AIB group to identify regulatory breaches and escalating identified breaches appropriately.
* Daily testing of non PSR complaints to ensure complaints are being managed according to the correct regulatory timelines.
* Other tasks as required to support the overall Operations team in achieving key business goals.
* Identify opportunities for operational efficiencies and continuous improvement on the team.
Requirements:
* Strong planning and prioritisation skills, particularly under pressure to meet team objectives.
* Team Player who is also capable of working under own initiative, with evidence of being prepared to accept personal responsibility for actions.
* Customer Focused individual, with proven experience in dealing with both internal and external customers at all levels.
* Experience in operational, technical/regulatory knowledge, combined with an empathetic and customer orientated approach.
AIB Benefits:
* Market leading Pension Scheme
* Healthcare Scheme
* Variable Pay
* Employee Assistance Programme
* Family leave options
* Two volunteer days per year
Why Work for AIB:
We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.