This is a pivotal leadership role, ensuring operational excellence, regulatory compliance, and high-quality service delivery to both internal and external stakeholders. The role serves as a critical liaison between Shared Services and business units across the daa Group, championing process optimisation, automation, and a customer-first mindset.
Working in close collaboration with the wider Shared Services leadership team, the postholder will also influence the strategic growth of the entire unit, during an exciting stage in our development.
- Strategically lead and develop a customer focused management team to enhance performance by setting clear accountable performance targets.
- Act as the Voice of the Customer across daa group.
- Leverage data analysis, research of best practice and peer benchmarking to identify and deliver tactical and strategic opportunities to better serve our customers.
- Maintain and enhance service standards, KPIs, and escalation protocols.
- Deliver customer insights and root cause analytics, to identify group wide improvements, and present these to senior stakeholders - with hands-on focus on execution of arising actions.
- Develop and execute technology roadmap in collaboration with stakeholders and our daa Labs team.
- Be accountable for ensuring full regulatory and legal compliance including identification and management of any potential risks (e.g. GDPR).
- Maintain a strong internal control environment and manage audits effectively.
- Lead resource planning and deliver reduction in the cost to serve.
- Champion a culture of productivity, accountability, innovation, and continuous improvement.
Customer Service
- Lead teams delivering a broad catalogue of high-quality service to passengers, employees, and third parties.
HR Services
- Support a team managing HR administrative processes, including employee service requests and employee related transactions.
Access Control Administration
- Oversee access control services for internal and external stakeholders, ensuring compliance with safety, security, and regulatory requirements across airport and office sites
Knowledge, Skills & Attributes
- Strong customer-centric mindset with a focus on service excellence.
- Proven leadership and people development skills.
- Expert stakeholder management and communication abilities.
- In-depth knowledge of customer service process best practice and technological solutions.
- Demonstrated success in delivering transformational process improvement and automation initiatives.
- Experience using and enhancing CRM tools (e.g. ServiceNow).
- Advanced analytical skills; familiarity with BI tools (e.g. Power BI) and advanced Excel functions is an advantage.
Qualifications & Experience
- 7–10 years in a relevant managerial role within Shared Services or a high-volume, customer service-driven environment.
- A degree in Communications, Marketing, or a related field. (or equivalent professional experience).
- Relevant certifications and active professional body involvement are advantageous (e.g. CCMA)
- Technology focused and project management certifications advantageous.
Additional Information
- Some travel to Dublin and Cork Airports required.
- Responsibilities may evolve in line with units’ development—flexibility is essential.
- Committed to living the daa values daily.