Operational Delivery & Insights Lead

We’re looking for an Operational Delivery & Insights Lead to join our Direct Operations team in Galway. 

In this role, you’ll be responsible for driving consistent, high-quality service delivery across the contact centre. You’ll combine operational leadership with data and insight to improve performance, enhance the customer and colleague experience, and deliver efficiencies across the business. 

You’ll work closely with teams across operations, marketing, HR and IT to ensure we’re set up to meet demand, deliver against our targets, and continuously improve how we operate. 

Duties & Responsibilities 

• Lead day-to-day operational performance, ensuring delivery against SLAs, KPIs and customer satisfaction targets.  

• Drive consistent, high-quality service across all customer channels, including voice, messaging and back-office.  

• Lead Resource Planning to optimise workforce performance and effectively manage demand.  

• Use data and insight to identify trends, address performance gaps and drive continuous improvement.  

• Manage operational risks and collaborate with stakeholders to align delivery with business priorities, change initiatives and seasonal demand. 

• Implement best practices using technology to improve productivity, quality, and efficiency. 

Skills & Experience 

• Proven leadership experience in an operational, contact centre or regulated environment.  

• Analytical and data-driven, with the ability to turn insight into clear actions and outcomes.  

• Experience working in a digital or omnichannel customer environment.  

• Strong stakeholder management, communication and team leadership skills in a fast-paced setting. 

• Experience delivering change from concept to implementation. 

What will you get for this role? 

The work you do at Aviva will make a real difference to our customers. We will recognise your contributions and reward you. From competitive salaries to generous pension contributions and paid paternity leave; take a look through some of our employee benefits! 

The expected pay range for this role will fall between €80,000 and €85,000 and salary offered will commensurate with candidate's level of skills and experience. 

• A competitive market leading salary depending on skills, experience, and qualifications. 

• Generous pension (employee contribution matching of up to 14% if you contribute 8%). 

• Annual performance related bonus and pay review. 

• Holiday allowance of 29 days plus bank holidays, and the option to buy/sell up to 5 additional days. 

• Generous Health & dental insurance contributions. 

• Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme. 

• TaxSaver Travel Scheme. 

• Up to 40% discount for some Aviva products plus discounts for Friends and Family. 

• Professional qualification support and transparent career progression plans. 

• Brilliantly supportive policies including parental and carer’s leave. 

• Flexible benefits to suit you, including sustainability options such as cycle to work . 

• Make a difference, be part of our Aviva Communities and use your paid volunteering days to help others. 

• We take your wellbeing seriously with lots of support and tools. 

• We’re deeply invested in our people,  our total reward package has so much to offer. 

Aviva is for Everyone    

Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.   

We flex locations, hours and working patterns to suit our customers, business, and you. Most of our people are smart working – spending at least 50% of their time in our offices every week - combining the benefits of flexibility, with time together with colleagues.   

We prefer all applications to be submitted online, however if you require an alternative method of applying, please contact kate.ohara@aviva.com