AIB Personal Banking is seeking a Customer Communications Platform Operations & Governance Manager to provide leadership, governance oversight, and operational engagement across our customer communications technology. In this 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.
What You'll Do
- 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 We're Looking For
- 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.
Technical Stack
- APIs, Microservices, API gateways (e.g., Apigee)
- Kafka, Cassandra
- SendGrid, Twilio, Firebase
- Teradata CIM, Sitecore, Ab Initio, Splunk
Team & Environment
Reporting into the Personalisation – Customer Contacts team.
Work Mode
This role follows a hybrid working model based from our Central Park, Dublin 18 location. We are committed to offering our colleagues choice and flexibility in how we work and live; our hybrid model enables people to balance their time between working from home and their designated office, subject to their role and business requirements.
