Service Centre Operations Manager

About Blackhawk Network:

At Blackhawk Network (BHN), we empower businesses by offering the world’s largest network of branded payment solutions. From gift cards and e-gifts to corporate payouts and rewards, we deliver innovative, seamless solutions globally through our network of over 400,000 consumer touchpoints.

Overview:

Reports to: Director, Customer Service

Working closely with internal and global teams, the role plays a key part in BHN’s growth and customer experience strategy.

Responsibilities:

• Regulatory Compliance & Governance: Ensure adherence to regulatory frameworks (e.g., CPC, GDPR), maintain accurate reporting, manage complaint processes, and support governance boards with timely data and insights.
• Operational Oversight: Maintain documented procedures, monitor KRIs, manage incidents, and ensure compliance and operational training records are up to date.
• Customer Service Leadership: Lead and develop the Swords-based team, fostering a high-performance culture with clear objectives, coaching, and career development.
• Outsourced Service Management: Oversee hybrid customer service delivery, ensuring SLAs, KPIs, and quality standards are met, with effective escalation and collaboration between onshore and offshore teams.
• Customer Experience & Insight: Drive CSAT initiatives, gather and act on customer feedback, and collaborate on improving customer journeys and self-service options.
• Continuous Improvement: Champion automation, self-serve enhancements, and new technologies using data-driven insights and business cases to reduce friction and improve service.
• Strategic Projects & Expansion: Lead and support new initiatives, rollouts, and geographical expansions, ensuring customer service readiness and alignment with business goals.
• EMEA Collaboration & Budgeting: Represent the regulated entity within the BHN EMEA network, contribute to shared solutions, manage budgets, and lead forecasting and seasonal planning.

Qualifications:

• Proven leadership in building and managing high-performing Customer Service teams within regulated environments.
• Experienced in implementing QA and KPI frameworks to drive performance, compliance, and customer satisfaction.
• Strong track record in leading multi-site, multi-country contact centre operations with measurable business impact.
• Skilled in coaching and developing teams, with a clear customer-first mindset and ability to inspire performance.
• Comfortable operating in matrix structures and outsourced environments across different time zones.
• Highly organised, data-driven, and tech-savvy, with excellent communication skills and a focus on continuous improvement.

Benefits:

• Work-Life Balance: 23 Ireland days annual leave plus additional appreciation days, birthday time off, and volunteering leave.
• Health & Well-being: Private medical insurance, employee assistance program, enhanced parental leave, and free eye tests.
• Financial Rewards: Group income protection, pension scheme, and exclusive discounts with our bYond/one4all cards.
• Flexibility & Engagement: Hybrid working, office group activities, and support for physical and mental health.
• Recognition: Participate in Flyers, our leading recognition program with financial rewards.

• Stage 1: Shortlisting of suitable candidates
• Stage 2: Screening Call
• Stage 3: Interview(s) with Hiring Manager(s)
• Stage 4: Feedback/Hired

Join us and be part of a company that’s shaping the future of branded payments. Apply today and take the next step in your career!