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Operations Manager


  • Galway
  • Not disclosed
  • Permanent full-time
  • Updated 03/01/2013
  • Aideen Ledwith
this job is expired
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FEXCO have a vacancy for an Operations Manager in their Galway offices.


Established in Ireland in 1981, FEXCO is an international organisation employing over 1650 people across its operations in Europe, the Americas, the Middle East and Asia Pacific. Over its thirty year history, FEXCO has become a true pioneer in the broad arenas of Global Payments, Foreign Exchange, Tourist related Financial Services, Transaction Processing, Managed Services and Business Process Outsourcing (BPO).
FEXCO Tax Free Shopping is the leader in the provision of consumer sales tax refund services in Ireland. This service is offered in association with Global Blue. FEXCO Tax Free offers this service through 5,000 retailers in Ireland. Tax Free Shopping allows non-EU visitors to shop in Ireland without having to pay sales tax on their purchases as long as they export the goods within 3 months. This service has been approved by the Revenue Commissioners.

Job Title: Operations Manager
Reporting to: Head of Tax Free Shopping
Contract: Permanent
Location: Spiddal, Galway

Job Purpose:
The Operations Manager is an integral position with FEXCO Tax Free Shopping. The operations Manager is responsible for the effective and efficient management of the business and providing the best serviced to customers to maximise Company revenues and profits.

Main Responsibilities:
• Manage the day to day operations of the business overseeing all areas in order to optimise efficiency while ensuring the business delivers the highest standards of customer service.
• Continually review and improve the operation systems, processes and policies in support of the business strategy – specifically, support better management reporting, information flow and management, business process and organisation planning.
• Drive initiatives in the management team and organisationally that contribute to long-term operational excellence and business results.
• Provide regular reports on budgets, KPI’s, staffing, etc. to the Head of Tax Free Shopping.

• Lead, manage and motivate your direct reports ensuring staff are consistently delivering an exceptionally high standard of customer service.
• Recruit, train and develop staff in accordance with Tax Free Shopping policies and procedures.
• Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments across the FEXCO Group.

• Monitor and manage the budgets and escalate any budgetary issues to the Head of Tax Free.
• Assist in creating the annual budget for Tax Free Shopping.

• Ensure that customers of Tax Free Shopping receive the highest standards of customer service and is seen as a leader in its field.
• Act as a point of contact to resolve customer queries and issues in a satisfactory manner.

• Work closely with key stakeholders to drive and implement new initiatives across the business.
• Lead and manage key projects for the business including Business Continuity Planning, new IT hardware, new business products, process improvements, etc.
• Work with the Marketing Department in the creating, advertising, distributing and marketing the goods and services of the Company.

Qualifications / Experience Required
• A relevant honours degree in business or commerce is required. A Master’s degree in a business or management discipline is desirable.
• 5 years’ experience in an operations / people management role is required
• A background working in an IT / technical environment highly desirable.

Competencies Required
• Ability to lead, manage and motivate a diverse multi-site team to deliver exceptional customer service.
• Self-motivated and able to demonstrate strong organisation and prioritisation skills.
• Must be able to work under pressure and successfully manage a very diverse and demanding workload combined with an ability to work autonomously.
• Comfortable and capable of communicating with all levels of people within and outside the business, both written and verbal, and with a high level of professionalism.
• Must be analytical with a keen eye for detail and demonstrated experience in developing new ideas to improve processes.
• Flexible attitude to working hours and willingness to travel regularly required. 

The closing date for applications is 6th January 2013.

FEXCO is an equal opportunities employer.

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