RSA Contract Support Team Lead

Key Responsibilities:

Leadership & Team Management:

• Lead support and mentor staff across Galway Managed Services fostering a positive and motivated work environment.
• Maximise staff potential through recognition development and performance management.
• Ensure teams meet and exceed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
• Drive operational excellence and uphold high service standards for all stakeholders.
• Oversee recruitment campaigns onboarding and training of new staff.
• Work closely with HR to manage employee relations participate in disciplinary hearings and ensure HR policies are adhered to.

Operational Oversight:

• Oversee and support key RSA contracts including:
  • NDLSFO & NDLS Booking Line
  • Streetsmart & Shuttle
  • NRSES
• Monitor NDLS Booking Line to ensure all customer calls are handled efficiently.
• Supervise the NDLSFO Helpdesk Team ensuring adherence to quality productivity and service levels.
• Ensure full compliance with the RSA NDLSFO Customer Verification Manual.
• Assist in the coordination of road safety education and awareness programs as part of Streetsmart and Shuttle contracts.
• Manage hotel bookings for RSA contract staff via Egencia.

Service Delivery & Client Relations:

• Act as a key liaison with clients ensuring service excellence performance monitoring and continuous improvements.
• Prepare and present weekly and monthly performance reports.
• Lead project planning and mobilisation in collaboration with the Operations Lead.
• Attend workshops and process improvement meetings to drive efficiencies.
• Develop implement and review operational policies and procedures.
• Handle client complaints professionally and in accordance with company procedures.

Administrative & Financial Responsibilities:

• Oversee payroll preparation ensuring accurate clock-in data for all staff across NDLSFO NRSES and Streetsmart/Shuttle.
• Approve and update expenses & annual leave requests.
• Ensure administrative processes align with SLAs and SOPs.
• Handle confidential information securely and in compliance with Data Protection Policies.
• Support cross-functional teams as required.

Qualifications :

What Were Looking For:

• Strong leadership and communication skills with the ability to inspire and drive team performance.
• Proven experience in operations or service delivery ideally in a customer-focused environment.
• Ability to manage multiple projects deadlines and priorities in a fast-paced setting.
• Problem-solving mindset with a proactive approach to continuous improvement.
• Experience in client relations reporting and performance analysis.
• Familiarity with HR processes recruitment and staff development is an advantage.

Additional Information :

Why Join Us

• Lead a dedicated team in delivering critical public services.
• Be part of a company that values growth innovation and excellence.
• Work in a supportive environment where your leadership makes an impact.
• Opportunities for career development and progression within the organisation.

If you are a motivated leader ready to take on a role that makes a real difference we want to hear from you! Apply today and be part of a team that thrives on teamwork excellence and service innovation.

Remote Work :

No

Employment Type :

Full-time