Customer Communications Platform Operations & Governance Manager, Dublin

Location/Office Policy:  Central Park, Dublin 18 / Hybrid - 3 days per week in office

·  Are you motivated by improving service reliability and customer communications?

·  Do you want to play a key governance and operational leadership role across critical customer communication platforms?

·  Are you comfortable working cross‑functionally with business, operations, and technology teams?

What is the Role:

We are hiring a Customer Communications Platform Operations & Governance Manager, based in Dublin, reporting into the Personalisation – Customer Contacts team.

This role provides leadership, governance oversight, and operational engagement across customer communications technology and plays a key bridging role between business, operations, and technology.

You will ensure the resilience, control, and effective operation of mission‑critical customer contact and communication services.

Key accountabilities:

·  Lead service resilience and operational oversight across customer communications platforms.

·  Act as senior coordination point during service‑impacting events, including assessment of customer impact and driving resolution.

·  Maintain strong governance and performance management relationships with third‑party service providers.

·  Oversee monitoring, alerting, observability, and issue‑detection frameworks.

·  Define escalation paths, incident response expectations, and standards for root cause analysis.

·  Run a forward‑looking governance and engagement calendar aligned to delivery roadmaps.

·  Act as primary point of engagement for new integrations and platform components leveraging customer communications services.

·  Provide informed challenge to delivery and engineering teams implementing API and microservices‑based solutions.

·  Oversee rollback planning and contingency processes for critical releases.

·  Own oversight of operational risk events, incidents, and Shield actions, ensuring tracking and closure.

·  Maintain governance frameworks, procedures, control points, and assurance activities.

What you Will Bring:

·  Experience in operational service management, service governance, or technology‑enabled oversight.

·  Strong experience engaging with cross‑functional technology teams and third‑party partners.

·  Solid conceptual understanding of APIs, microservices, API gateways (e.g., Apigee), webhook patterns, and associated audit needs.

·  High‑level understanding of event‑driven architectures (e.g., Kafka), and distributed datastores (e.g., Cassandra).

·  Familiarity with email/SMS/push providers such as SendGrid, Twilio, Firebase.

·  Understanding of integration components used across customer communications (e.g., Teradata CIM, Sitecore, Ab Initio).

·  Strong analytical ability to interpret dashboards, logs, metrics, and alerts (e.g., Splunk).

·  Experience coordinating incident response, resilience activities, and contingency/rollback planning.

·  Experience working in agile delivery environments.

·  Strong stakeholder engagement and communication skills up to senior leadership level.

Why Work for AIB:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

·  Customer First

·  Collaborates

·  Ensures Accountability

·  Drives Progress

·  Technical Leadership

·  Investigating & Reporting

External

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Sarah Lyons, at careers@aib.ie  for a conversation. 

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie

Disclaimer: 

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.  

Application deadline : Wednesday 25th March 2026