Job Description
About the Role: An exciting opportunity has arisen within Horse Sport Ireland to recruit a passionate and enthusiastic Operations Team Lead for the Studbook and Registrations department. Reporting into the Operations Manager and working as part of a large close-knit team, the ideal candidate will demonstrate strong leadership capabilities, high levels of initiative, and a passion for people and producing results. The successful candidate will play a key role in leading and empowering the team to reach their performance objectives, delivering exceptional customer service, and embedding a culture of high performance. Ifyouareinterestedinthisvacancy,pleaseapplyonlinethroughorbysubmittingyourcurriculumvitaeto : no later than 5.00pm on Wednesday, 11th September 2024. About HSI: HSI is recognised as the National Governing Body for the Irish Sport Horse sector. HSI unites equestrian sport and sport horse breeding under one governing body and is responsible for devising and implementing strategies for the development and promotion of an internationally competitive Irish equestrian industry, covering high-performance sport, breeding and production, coaching and education, sport and recreation. HSIs funding partners are the Department of Agriculture, Food and the Marine (DAFM), Sport Ireland, the Department of Tourism, Culture, Arts, Gaeltacht, Sport and Media and Sport Northern Ireland. Job Purpose: The Team Leader will be responsible for leading a team in the Registrations Unit in the processing and issuance of equine registrations, equine passports and other equine passport issuing related activities. The successful post holder will play a leading support role to ensure that all applications are processed in a timely, accurate, and efficient manner. At the same time, they will ensure that high standards of customer service and compliance are maintained, in line with relevant EU animal breeding and identification regulations. Key Responsibilities: Team Leadership: Supervise and manage the daily operations of the registrations team. Allocate and assign work tasks and manage workloads within the team to drive efficiencies and monitor productivity levels. Provide guidance, training, and support to team members on all relevant matters. Conduct regular team meetings to discuss performance, identify challenges, and provide updates. Operational Management: Oversee the processing of registration applications, ensuring that all procedures are followed according to relevant regulations. Monitor performance metrics and ensure that the team meets or exceeds targets. Handle escalated issues and complex cases that require higher-level intervention. Quality Control: Ensure that all registration applications are thoroughly checked for accuracy and completeness. Implement and maintain quality assurance processes to minimise errors and ensure compliance Ensure standards are understood and observed by the registration team, so that all customers are provided with a consistent standard of service and relationship management to maximise customer satisfaction Customer Service: Investigate, prepare, and respond to Stage 1 customer complaints and deliver prompt query resolution to maximise customer satisfaction. Maintain excellent customer service levels by ensuring that all enquiries and complaints are handled professionally and promptly. Liaise with applicants, government departments, and other relevant stakeholders as needed. Implement strategies to improve customer satisfaction and reduce passport processing times. Training and Development: Identify training needs and provide relevant training sessions for team members. Mentor and develop team members to enhance their skills and performance and assist them in reaching their full potential. Support the professional growth of team members by providing opportunities for career progression and advancement. Reporting and Documentation: Prepare and submit regular reports on team performance, passport processing times, and other relevant metrics. Maintain accurate records and documentation of all registrations processed. Escalate any issues or discrepancies to senior management in a timely manner. Skills & Experience: Experience: Minimum of 3-5 years of experience in a similar Operations type role, preferably in studbook registration processing, government services, or customer service management. Previous experience in a leadership or supervisory position Skills: Strong leadership and team management skills. Excellent communication and interpersonal skills, with ability to communicate across all levels of organisation. Highly organised with excellent time management skills and strong attention to detail. Ability to work under pressure and meet tight deadlines. Critical thinker and ability to analyse, troubleshoot and problem solve business solutions. Excellent problem-solving skills and decision-making abilities. Proficiency in using relevant IT software and databases for registration processing. Competencies: Leadership: Ability to lead, motivate, and manage a team effectively. Customer Focus: Exceptional customer service skills with proven ability to resolve conflict in a professional manner. Commitment to providing excellent service to applicants and stakeholders. Integrity: Upholds high ethical standards and ensures compliance with regulations. Adaptability: Flexibility in responding to changing priorities and demands. Accountability: Taking ownership of responsibilities and outcomes. Ability to work on own initiative and to follow procedures accurately. Strong IT and Technical skills: with experience working on a range of IT and administration systems. Work Environment: Please note that this is primarily an office-based role with the opportunity to avail of hybrid working arrangements. Occasional travel requirements to attend offsite meetings or training sessions. Benefits: Competitive salary and benefits package. Opportunities for professional development and training. Dynamic and supportive working environment. Employee Assistance Programme Subsidised Gym membership Subsidised Health Cash Back plan Flexible working arrangements (hybrid and flexi time working arrangements) How to apply: If you are interested in applying for this position, please apply through Irish Jobs or by sending through an up-to-date Curriculum Vitae and Cover Letter to . The closing date for receipt of job applications is 5.00pm on Wednesday, 11th September 2024. TheSelection Process may include: shortlisting of candidates, based on the information contained in their application which demonstrates whether they meet the requirements for the role. presentation exercise and any other tests or exercises that may be deemed appropriate; video or in person interview; competitive interview(s) which will be informed by requirements of the role. Horse Sport Ireland is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Skills: Operational activities Supervisory management KPI management Motivate Employees Operational Efficiency People Management Continuous improvement work Benefits: Work From Home Flexitime Gym Paid Holidays Pension Fund Parking Group Life Assurance Study Assistance