General Manager

The Residential Tenancies Board (RTB) are seeking a General Manager (Operations) on a permanent, full-time basis. This position will be based in our Kerry office, with hybrid working options available. 

The General Manager will be accountable for the overall performance of the operation (including Operations, People and Client sentiment). Depending on the nature of the operation, backgrounds can vary but exceptional People Development and Client Management skills are critical to this role. 

Some of the main responsibilities

• Understand the RTB operation, i.e. the people, roles and responsibilities.
• Execute the RTB operation strategy aligned with overall business objectives.
• Lead, coach, and develop a team of senior managers, team leaders, and agents to achieve performance excellence.
• Form strong relationships with key stakeholders and stay up to date with the organisation’s objectives, plans and expectations.
• Maintain a comprehensive overview of all elements of BAU service delivery including operational performance, commercial performance, quality performance and change management.
• Act as a first point of contact for general issues and information requirements, identifying the correct channels for information sharing and reporting.
• Implement robust training, coaching, and succession planning programs
• Manage workforce planning, scheduling, and real-time performance monitoring through collaboration with the Workforce Management team.

Some of the qualifications/experience required

• Proven background with experience managing accounts and clients, previous relevant experience in a Contact Centre not essential but would be a significant advantage
• 5 years’ experience in an operations / service delivery management role is required.
• A relevant degree in a related discipline is desirable.

Some of the core competencies required

• A strong team player, with demonstrated initiative
• Demonstrable personal organisation including the ability to work under pressure and handle multiple demands at any one time.
• Exceptional interpersonal skills, with the ability to read individual styles and adapt accordingly