Customer Operations Team Lead, Cork

Date: 18 Sep 2023

Location: Cork, IE

Company: Allied Irish Bank

Role: Team Lead – Customer Operations – Mallow, Co. Cork



Location: AIB Bank, Mallow, Co. Cork



This role is being offered on permanent basis.



  • Are you a strong team player with a focus on delivering a first-class customer service?
  • Have you got experience in managing a Team and delivering business goals?
  • This role presents an exciting and challenging opportunity for you to join the team.



About the Role:

Our vision in Local Markets is to be the best bank in every community.  We want to be customer focussed and dynamic, driven by empowered people and an agile mind-set and approach, with teams executing brilliantly every day, consistently out-performing the market and generating value for AIB. The HR & Quality Management official will play a key role in supporting this vision. Your focus will be to organise and support this high footfall branch to ensure HR, Operational & Services processes and procedures are properly implemented. Support the Branch Manager in developing a culture of accountability and ownership where the sharing of learning and growth opportunities are actively encouraged and promoted. You will also be expected to play an active part in supporting the business across the Micro Market and wider Local Market.



Key Responsibilities Include:


  • As part of the management team in Mallow branch, provide leadership, oversight for all support activities and support the branch to achieve branch goals.
  • Provides professional operation support and assurance to ensure a robust control environment exists, ensures excellence in operational risk management, incorporating compliance with legal and regulatory obligations and the adherence to internal controls and business ethics.
  • Supports the drive for productivity, efficiency, capacity creation and service excellence within the branch, with primary focus on ensuring accuracy of information and speed of delivery in order to provide exceptional customer experience.
  • Support the customer engagement team in “making every conversation count” in all customer interactions with emphasis on developing staff curiosity and delivering quality customer experiences.
  • Coach, develop and motivate your branch team to achieve their branch goals, underpinned by a culture for high performance, positive engagement, acknowledgement and candid feedback and teamwork.
  • Maximise use of our Digital capabilities and other key enablers across the team within the branch in order to support quality customer engagements.
  • Demonstrate a working knowledge of the range of HR policies and processes to be delivered within the business in particular performance management, engagement and learning and development.




What you will bring:


1). A strong understanding of the community business and how the this role contributes to the delivery of Micro Market and Local Market business plan.

2). Has successfully delivered superior customer services and helps others identify the most appropriate customer solutions.

3). Has a strong understanding of regulatory and legal obligations to meet all Compliance and Operational standards for the branch and ensures personal adherence to AIB policies and procedures, demonstrating a comprehensive technical knowledge of branch operational procedures and HR standards.

4). Has encouraged the development and motivation of staff by providing honest, fair and frequent feedback, which focusses on continuous improvement and the development of skills and capabilities.

5). QFA qualified or working towards qualification (minimum of APA Loans & APA S&I).



Life at AIB

At AIB, we have a clear purpose - to back our customers to achieve their dreams and ambitions. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. That goes for our employees too.

We are building a culture that breaks the conventions of what our customer and employees expect of a bank.


We are committed to offering our colleagues choice and flexibility in how we work and live.  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.  More details on our hybrid working arrangements and expected office attendance for your role will be provided to you during the recruitment process.


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 for Diversity and Inclusion. We work to ensure that AIB is a place where diversity is welcome, everyone can thrive, and inclusion is a universal experience.  Our working environment is one in which talented individuals of all backgrounds can realise their full potential, enjoying rewarding careers in the service of our customers.


If you feel you have what it takes, click apply and fill in the online application form. If you would like more information or have any special requirements or needs that would support you during the recruitment process then please contact the Talent Acquisition Team at



By when? Friday 6th October 2023



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.



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