Registration and Early Resolution Senior Manager (Assistant Principal (AP) Officer)

Candidate Information Booklet - FSPO AP RER Sept.pdf

Application Form - Registration and Early Resolution Senior Manager.docx

About the Role

Reporting to the Director of Registration, Early Resolution and Transformation, the Registration and Early Resolution Senior Managers are responsible for planning and managing team capacity, monitoring performance, identifying operational risks and bottlenecks, driving service improvement initiatives and using management information to support effective decision-making. The postholders also contribute to cross-organisational projects, policy development and change initiatives, particularly where these affect complaint intake, assessment processes, mediation or other dispute resolution services, quality standards, staff capability and customer experience. 

Key Responsibilities:

• Leading the day-to-day operation of a functional team in the Registration & Customer Experience, Early Jurisdictional Assessment, or Dispute Resolution (mediation) sections within the Registration and Early Resolution directorate, to ensure the timely and effective management of high-volume caseloads; 
• Managing complaint registration, assessment, jurisdictional and compliance assessments, and associated workflow decisions in line with legislation, policy and procedure; 
• Managing a functional Dispute Resolution (Mediation) team and service, ensuring that we deliver high quality, impartial and timely mediation (or other dispute resolution) services that maximise the FSPO’s impact on the resolution of complaints, while providing high levels of customer satisfaction; 
• Further evolving the dispute resolution service to maximise complaint resolutions by informal means, including by contribution to (and support of) a robust training programme for mediators, conciliators and other team members, as required; 
• Ensuring robust quality assurance arrangements are in place so that decisions, correspondence, records and process outputs are accurate, consistent and of a high standard; 
• Driving high standards of customer service, including the management of sensitive and complex interactions with complainants, providers and representatives; 
• Leading, motivating and developing staff, including work allocation, performance management, coaching, attendance management and supporting staff wellbeing; 
• Using data and management information to monitor throughput, trends, risks, service levels and team performance, and taking appropriate action to address issues; 
• Working collaboratively with internal stakeholders to support service integration, process improvement, digital transformation and organisational change; 
• Ensuring compliance with governance requirements, risk controls, data protection obligations and internal policies; and 
• Contributing to the achievement of organisational objectives through active participation in projects, reporting, planning and strategic initiatives. 

Essential Requirements:

Candidates must, on or before Friday 2 October 2026, meet the following requirements:

• A minimum of 3 years’ direct team management experience in a high-volume operational environment in complaint handling, case intake / registration / assessment, compliance checking, customer operations, dispute resolution, adjudicative support, regulatory administration, or a comparable service environment. 
• Relevant experience working in a regulatory, ombudsman, legal or complaints resolution environment, in another ombudsman or Alternative Dispute Resolution (ADR) scheme, or in the financial services, pensions or other public sector environment; 
• Demonstrated experience of leading and managing people, including work planning, performance management, staff development, employee engagement and the management of competing priorities; 
• Strong evidence of sound judgement, decision-making and problem-solving, including the ability to assess issues, apply policy or legislative requirements and make balanced, well-reasoned decisions; 
• Experience of analysing operational data and management information to monitor performance, identify risks or trends, and improve service delivery and throughput; 
• Excellent communication and interpersonal skills, with the ability to engage effectively and professionally with internal and external stakeholders, including in sensitive or challenging situations; and 
• A clear understanding of the values and responsibilities of public service, including governance, accountability, fairness, confidentiality and customer service. 

Desirable Criteria:

In addition to the essential requirements, it would be an advantage for candidates to demonstrate one or more of the following: 

• A recognised qualification of at least NFQ Level 7 or higher in management, public administration, law, business, governance, quality assurance, customer service, human rights or a related discipline. 
• Experience of overseeing registration, triage, admissibility, jurisdictional assessment or early resolution processes. 
• Experience of operating in a governance-rich environment with responsibility for compliance, audit readiness, records management or risk controls. 
• Demonstrated ability to lead change, improve processes and contribute to organisational or service development initiatives. 
• Experience of developing and implementing quality assurance frameworks, standard operating procedures, service standards or performance dashboards. 
• Experience of leading service improvement, digital change in an operational setting. 
• Knowledge of administrative law, fair procedures, complaint resolution processes or relevant legislative and regulatory frameworks. 

How to Apply:

Completed application forms must be uploaded via the portal at https://www.consciatalent.com/fspo no later than 5pm (Irish time) on Friday 2nd October 2026.

Applications will not be accepted by any other method, nor if received after the closing date. CV's will not be considered.

When outlining your application, accuracy is essential. The information you supply in your application will play a central part of the selection process.

If you do not receive an acknowledgement of receipt of your application within 24 hours, please check your junk/spam folders as email notifications may be filtered here.

The onus is on each applicant to ensure that they are in receipt of all communication from Conscia Limited. Conscia Limited accept no responsibility for communication not accessed or received by an applicant.  

If you have any queries about the role, please contact us at fspo@consciatalent.com

Candidate Information Booklet - FSPO AP RER Sept.pdf

Application Form - Registration and Early Resolution Senior Manager.docx