Head of Operations, Ireland

We help partners understand the changing advertising landscape. Specialising in audience measurement, consumer targeting and in-depth intelligence into paid, owned and earned media, their global coverage and local expertise enable better understanding of media audiences and their relationships with brands.

Job Details

* This is a full-time permanent position, based in our Ireland office. We operate on a hybrid working arrangement and require a minimum of 2 days in the office. We welcome all applications from those with the legal right to live and work permanently in Ireland, without requiring VISA sponsorship now or in the future.

Overview:

Fifty5Blue has been awarded the contract to deliver the Television Audience Measurement service in the Republic of Ireland from January 2028. As part of this, we will build a new panel to measure television consumption across the Republic of Ireland, using our state-of-the-art metering technology and backend systems to deliver high-quality, accurate data to the industry every day.

The Head of Operations will play a central role in the TAM Ireland team, leading and coordinating the core Operations function. The role is responsible for mentoring and developing a high-performing team capable of meeting the evolving demands of the service. It also offers the autonomy to draw on expertise across the Panel Service and Field Technician teams to strengthen service performance and create opportunities for colleagues to develop and progress. This role will ensure that all Field Technicians and Panel Service Executives are appropriately trained and consistently operate to defined standards and procedures.

Continuous Improvement is central to our approach to client service, and we expect the Head of Operations to embed this mindset throughout service delivery. Change management is equally important in this role, given the pace of change in viewing technology and the ongoing need to enhance our measurement tools, processes, and procedures.

Key Responsibilities

Leadership & Team Management

• Oversee the Operations team, managing all direct reports in line with best practice
• Support team members to achieve personal and team objectives
• Conduct performance reviews, set goals and identify training and development needs
• Have responsibility for the resolution of conflicts within the teams, including grievances and disciplinary matters
• Keep team updated with communications on a regular basis, participate in meetings with other stakeholders

Planning, Performance & Service Delivery

• Review and amend workload priorities regularly with reference to relevant metrics
• Monitor team productivity to ensure completion rates meet SLA and KPI expectations
• Monitor individual and team productivity and recommend ways to improve effectiveness
• Respond to requests from key stakeholders for metrics in relation to the operation
• Take ownership of implementation of ad hoc projects and initiatives

Continuous Improvement & Process Management

• Work with Continuous Improvement Agents and other colleagues to ensure that the CI mindset remains central to service delivery
• Collaborate with the QC team to optimise the panel and clarify ownership of key processes
• Ensure that all key / critical processes are fully documented and maintained, in line with best practice and ISO9001
• Ensure all field procedures, processes and policies are fully documented, kept up to date and applied consistently
• Take appropriate measures to ensure any changes in requirements are clearly communicated and monitored for adherence

People Development & Recruitment

• Take an active role in supporting recruitment, training and probation management for new starters
• Ensure that all team members are aware of GDPR and other data policies and conduct refresher sessions as needed
• Act as the escalation point to channel concerns and issues around the function of software, equipment etc
• Work with the support team to ensure that all stock items can be accounted for, to minimise wastage

Required Skills & Experience

• Excellent interpersonal skills - Able to work harmoniously with others in line with I&D best practice
• People Management - Able to motivate and direct others to achieve a desired outcome. Must be able to motivate the project team as a whole to hit the targets and objectives of the project
• Can demonstrate the ability to select and to assign appropriate tasks to others and direct them in the execution as needed
• Adaptability - Is flexible in responding to business, stakeholder and client needs; versatile in approaching issues; and able to adapt to changing priorities
• Targets - Can demonstrate that the team's performance is delivering the best possible outcome in terms of SLAs and other KPIs; keeps the Irish net reporting panels above their minimum targets; and ensures that the team is achieving or exceeding the agreed number of successful visits per week, both as a team and individually
• Comfortable and confident when communicating with people in all parts of the business and at all levels.
• Ability to communicate with reports and stakeholders using tools such as Powerpoint, Excel
• Excellent attention to detail and appreciation of the need for high standards of accuracy in all routine tasks

Country

Ireland

Why join Fifty5Blue?
We pride ourselves on understanding people, and what makes us think and act the way we do.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We're dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you're not an exact match, we'd love to receive your application and talk to you about this job or others at Fifty5Blue.