Overview:
We are excited to be recruiting for a Banking Operations Unit Lead to join our growing team. This role is responsible for day-to-day management of our team in Operations which deals with Back Office and Customer Resolution Services (CRS) processes on credit card, loan, deposit, and current accounts.
The principal function of the team is to complete administration and customer service processes off the back of requests from customers via digital or Contact Centre channels. Key KPIs include error-free processing within required SLAs. The role manages teams to maximize efficiency and effectiveness, meeting all productivity targets and SLAs, while demonstrating leadership within divisions and being responsible for front line manager development.
Reports to: Head of Operations.
Key Responsibilities:
* Oversees Team Manager(s) and employees involved in day-to-day customer fulfilment activities (Direct Debit set up and maintenance, payment rejects and oversight, back office arrears management processes, queries from customers via post, etc.).
* Manages all activities in line with regulatory obligations and highlights any risks so that mitigating actions can take place.
* Utilizes existing & emerging technology to meet business & customer/associate satisfaction goals.
* Demonstrates leadership within divisions & is responsible for front line manager development.
* Implements strategic plans, objectives, & budgets through effective recruiting, training, motivation & evaluation.
* Establishes & maintains management & performance controls to highlight problems, maximize performance, contain costs, & develop process improvements.
* Liaises with key internal stakeholders to ensure regulatory and scheme compliance with payment and credit card processing requirements.
* Manages incoming and outgoing payment processes in line with regulatory and internal business expectations.
* Allocates and responds to customer queries via Secure Message in relation to Deposit and Current accounts.
* Converts incomplete new customer applications for Deposit and Current accounts into boarded accounts through AML, ID&V, and funding activities.
About you:
* Excellent knowledge and experience of payment processes.
* Proven ability to motivate front line agents.
* Previous experience and knowledge of the payment and financial services regulatory environment.
* Control-focused with an ability to understand and highlight any risks to our business.
* Strong organizational abilities, target driven & analytical.
* Ability to translate business objectives into individual targets.
* Proven ability to work as part of a larger management team and to understand the overall business objectives.
* Fitness and probity approved to fulfil role requirements.
About Avant Money:
Avant Money provides personal loans, credit cards, and mortgages to over 200,000 Irish customers. Employing more than 300 people across Carrick-on-Shannon and Sandyford in Dublin, Avant Money has operated in Ireland for close to 30 years and is one of Ireland’s fastest-growing financial services companies.
As of April 2025, Avant Money is the Irish branch of Bankinter, a leading Spanish banking group, which is a top 50 European bank and one of the most stable and solvent banks in Europe. This means we will be able to introduce a wider range of banking products, building on our existing offering of credit cards, personal loans, and mortgages. At Avant Money, you'll find a talented, collaborative and agile workforce dedicated to excellence.
We offer exciting career opportunities across a diverse range of disciplines, encouraging professional development and growth, along with a comprehensive benefits package.
Discover a rewarding career at Avant Money, where your potential can thrive and your contributions make a real impact.
Bankinter S.A., trading as Avant Money, is authorised by the Banco de España in Spain and is regulated by the Central Bank of Ireland for conduct of business rules.
Avant Money is an Equal Opportunity Employer. We are committed to creating a diverse environment and are proud to be an inclusive employer.
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