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Head of Central Operations (An Post Retail)

Role Purpose

Reporting to the Director of Financial Services, Retail, as Head of Central Operations you will direct and manage the operational back-office functions for An Post’s Ireland State Savings business, operated on behalf of the NTMA and provided through a combination of the Post Office Network and Central Operations. You will be responsible for the day to day management of a team of circa 150 employees who provide the back office administration for State Savings, along with administration of the Department of Social Protection welfare files and other financial services products such as postal money orders and the administration of Micro Credit Union loans.
Ultimately this role ‘Heads Up’ a 100-year representation of financial service from the State to the public through both State Savings and the separate provision of An Post Financial Services operations. State Savings is operated by An Post (Irish Post Office) a Semi State Company on an agency basis for the Irish National Treasury Management Agency. The overall funds managed is circa €24 billion.


The principal responsibilities associated with the role include, but are not limited to:

State Savings: 

  • Managing the daily operations of Ireland’s State Savings consisting of Savings Certificates, Savings Bonds and the Post Office Savings Bank.

  • Accountable for all aspects of the weekly Prize Bond Draw which includes the operational back office functions for An Post Prize Bonds to ensure the efficient and effective administration of all Prize Bond purchases and overall responsibility for all aspects of the weekly Prize Draw.

  • Ensuring that the accounting internal controls are well designed and robust all of which underpin the underlying transactions on customer accounts.

  • Operational control of new account set up, account maintenance, investment account maturity and repayments upon maturity deceased accounts processing and call centre operations.

  • Managing internal control, risk management process and fraud management.

  • Ensuring SLAs and related KPI’s are met.

  • Ensuring that IT systems are efficient/effective and fit for purpose.

  • Ensuring that any customer complaints and legal cases are managed effectively to ensure that the integrity of the service is beyond repute and there is no loss of reputation.

Financial Services:

  • Responsible for back office operations management of welfare payments on behalf of the Department of Social Protection (DSP) which are paid in cash at Post Offices.

  • Management of a household budget system on behalf of DSP clients in the form of weekly payment deduction and pay over to the participating utilities.

  • Responsible for the back office administration for Postal Money Orders money (PMO) and payment warrants sold at Post Offices.

  • Responsible for the administration and set up of new and top-up ‘Micro’ Credit Union loans. 

Operational readiness for delivery of Large Scale Projects and continuous improvements:

  • Responsibility for the planning and implementation of all change projects relating to State Savings.

  • Processing changes to ensure that we remain compliant in respect of our obligations under AML / CTF, Data Privacy, etc.

  • Improving services for our customers with delivery of enhanced and expanded digital capabilities.

  • Ensuring that our operating model is constantly evolving to produce greater efficiencies and improved use of resources and eliminate waste.


  • Overall responsibility to ensure that Central Operations remains compliant with all of it many obligations in respect of AML/CFT; Audit (Internal & External), Risk, Data Privacy, GDPR, Security, Health & Safety etc.  

  • Openly lead by example and work with managers, informal leaders, representatives, and employees to ‘Champion” the An Post Values and Behaviours

Knowledge & Experience

The ideal candidate will have extensive knowledge of the banking and financial services industry with at least 7 years’ relevant management experience, leading and managing change in a demanding environment. You will have a strong understanding of the legislative framework in which An Post’s savings, investment and other financial services operate including GDPR - Data Privacy, and other relevant legislation. Significant experience of risk management and the understanding and knowledge of an overall control environment framework is essential.
You have the ability to understand the expectations of customers in the wider financial services savings industry, translating those expectations in clear deliverables. As a strong negotiator, you have the ability to influence outcomes at both Executive and Director level, combined with the ability to direct and control development projects, both business and technical, including experience of implementing new systems.

Critical Competencies

(The following competencies are critical to the delivery of results and/or to superior performance in this role:)

  • Customer & Quality focused

  • Change Management

  • Leadership

  • Influencing and Gaining commitment

  • Results Orientation 

About the Benefits 

In addition to a highly competitive remuneration package we offer access to the following: 

  • An Post Company Medical Scheme 

  • An Post Pension Scheme 

  • PRIP Bonus Scheme 

  • Paid Maternity Leave 

  • Paid Paternity Leave 

  • An Post Employee Assistance Programme  

  • Digital gym with daily scheduled workouts 

  • Secure on-site bicycle parking & Cycle to Work Scheme 

  • Tax Saver Travel Pass  

  • City centre location  

How to Apply? 

We welcome all interested candidates to submit a detailed CV to by 5.00pm on 28th September 2023.
At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please contact us at

About An Post 

An Post is one of Ireland’s leading organisations, offering financial and postal services as well as being a trusted gateway to government services. We are transforming from the old world of traditional letters and cash to the new digital world of e-commerce parcels and financial services.
An Post’s core purpose — to act for the common good, improving the lives of people in Ireland, now and for generations to come — is aligned with the United Nations Sustainable Development Goals, putting sustainability at the centre of everything we do. Corporate Social Responsibility plays a pivotal role at An Post as we focus on developing long-term sustainability. Diversity and Inclusion are also embedded in our strategy, as we continuously evolve to be representative of our employees and the communities we serve. Read more about our strategy and our progress today!

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