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:

Job Title: Service Centre Operations Manager

Contract: Permanent

Workplace: Hybrid – 2 days in office per week in Swords (Ireland) Office

Hours: 37.5

Reports to: Director, Customer Service

Overview of Role

This role leads the operational delivery of customer service for the One4All and Blackhawk Network business, managing in-house and outsourced teams across Ireland, El Salvador, and Greece. It ensures high-quality, compliant support across all channels, while driving efficiency, continuous improvement, and customer satisfaction. Working closely with internal and global teams, the role plays a key part in BHN’s growth and customer experience strategy.

Responsibilities:

What You’ll Do

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:

What We’re Looking For

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:

What We Offer

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.

Candidate Journey at BHN