The Manager is responsible for leading multiple operational teams, ensuring high standards of customer and employee satisfaction, and delivering operational tasks in line with business priorities, legal requirements, compliance obligations, and client expectations. This role contributes to overall strategy, drives continuous improvement, supports product and systems development, and promotes a collaborative, high-performing team culture.

Key Responsibilities

Leadership and People Management

• Lead, manage, and support multiple operational teams effectively, ensuring team members understand priorities, responsibilities, and expected deliverables.

• Take responsibility and accountability for customer satisfaction, employee satisfaction, and the successful completion of operational tasks.

• Identify team training needs, coordinate appropriate training activities, and monitor progress to ensure continuous development.

• Develop, coach, and support Team Leads, including succession planning and individual career path development.

• Support general HR activities, including recruitment, onboarding, performance reviews, and employee engagement, while providing guidance to Team Leads where needed.

• Promote a positive, collaborative, and performance-focused team culture across the office and operational teams.

Strategy, Operations, and Service Delivery

• Contribute to the overall business strategy by developing operational goals and ensuring they are achieved.

• Drive strategic vision and initiatives that improve operational effectiveness, client service, and team performance.

• Identify and manage service delivery bottlenecks, including issues caused by software limitations, staffing constraints, or process inefficiencies.

• Ensure standard administration processes are followed and minimize workarounds wherever possible.

• Perform general office management duties as required to support effective day-to-day operations.

• Manage product delivery and EPM-related tasks, ensuring alignment with operational and client requirements.

Data, Metrics, and Financial Oversight

• Analyze operational data to produce monthly metrics by individual, product, and client.

• Monitor, maintain, and report key information relating to each client’s revenue and profitability.

• Use data insights to identify trends, risks, opportunities, and areas for operational improvement.

Product, Systems, and Client Support

• Attend internal sales update calls and sales prioritization meetings to provide operational input and support business alignment.

• Assist with Business Requirement Development documents for product enhancement workstreams.

• Liaise with Sales and Implementation teams regarding the onboarding of new clients as required.

• Provide input on systems development, prioritization, and performance, and ensure user acceptance testing is completed.

• Act as an escalation point for operational issues involving IT, Product, CRMs, events, or recurring programs.

• Identify innovative client solutions and coordinate with Product to develop effective and efficient software enhancements.

• Review and sign off requirements for software enhancements, missing system functionalities, and improvements to existing functionality.

• Escalate development needs as appropriate while ensuring alignment with wider operational priorities.

• Promote Global Shares positively to both clients and candidates.

Controls, Compliance, and Governance

• Ensure adherence to all relevant legal, compliance, regulatory, and contractual requirements by every team member.

• Take responsibility and accountability for the completion of internal and external controls, audit deliverables, and regulatory requirements.

• Maintain appropriate oversight of operational risks, controls, and governance obligations.

Qualification and Experience

• 8 or more years of team management experience preferred.

• Third-level degree in Business, Finance, or equivalent experience preferred.

• Share plan experience preferred but not required.

• Proven natural leadership skills and experience managing teams in an operational environment.

• Excellent communication, listening, and stakeholder management skills.

• Strong numeric ability with a focus on data analysis, performance metrics, and operational reporting.

• Experience supporting product enhancement workstreams, system development, user acceptance testing, or client onboarding is desirable.

• Strong understanding of controls, audit requirements, regulatory obligations, and compliance-driven operating environments.

Core Competencies

• Leadership and people development

• Operational excellence and service delivery management

• Strategic thinking and execution

• Client focus and stakeholder collaboration

• Data analysis and performance reporting

• Problem solving and continuous improvement

• Compliance awareness and risk management

• Communication, coaching, and influencing skills