Operations Manager in Glasgow

The Operations Manager will be responsible for driving effective operational delivery across complex customer complaint and remediation activity, ensuring alignment to both internal objectives and UK client requirements. The role requires strong leadership, operational oversight, and experience within financial services, particularly across complaints handling, remediation programmes, or customer-facing sales environments.

Key Responsibilities

• People Management
  • Manage and drive performance against Team Leader KPIs and service delivery targets.
  • Clearly articulate business objectives and support Team Leaders in developing and executing operational plans.
  • Ensure effective daily briefings (‘huddles’) are conducted.
  • Manage leave and absence to maintain service levels in line with agreed SLAs.
  • Handle disciplinary and HR matters in accordance with UK employment legislation and company policy.
  • Foster a high-performance, inclusive culture with strong employee engagement and motivation.
  • Embed reward and recognition practices as part of operational cadence.
  • Design and oversee structured incentive schemes aligned to business outcomes.
  • Promote cross-functional collaboration and teamwork.
  • Ensure policies, procedures, and compliance requirements are consistently adhered to.
  • Identify and resolve performance or morale challenges proactively.
• Leadership & Team Development
  • Deliver structured coaching and mentoring for Team Leaders.
  • Support leadership transition and onboarding plans.
  • Lead regular call listening and quality review sessions with clear actions and outcomes.
  • Conduct monthly 1:1s focusing on performance, development, and career progression.
  • Identify and close capability gaps through targeted development plans.
  • Promote industry best practice in complaints handling, sales compliance, and remediation.
  • Facilitate knowledge sharing based on insights, audit findings, or customer outcomes.
  • Run regular improvement workshops and “think tank” sessions.
  • Support professional development, CPD, and succession planning.
  • Manage underperformance through structured improvement plans in partnership with HR.
  • Identify and develop high-potential talent.
• Operational Management (BAU)
  • Define and deliver against operational objectives and KPIs.
  • Manage delivery of complaints, remediation, or sales support activity in line with regulatory expectations (e.g. FCA guidelines).
  • Translate financial and client objectives into operational delivery plans.
  • Monitor performance against forecast and adjust resources accordingly.
  • Drive efficiency, quality, and customer outcomes across operations.
  • Ensure accurate reporting and effective MI (Management Information) frameworks.
  • Maintain robust record-keeping in line with regulatory and audit requirements.
  • Implement and oversee quality assurance processes.
  • Manage departmental budgets, supplier relationships, and resource allocation.
  • Identify operational risks and escalate appropriately.
  • Drive continuous improvement and innovation within service delivery.
  • Support delivery of change and transformation initiatives.
• Client & Stakeholder Management
  • Support Client Directors in maintaining strong client relationships.
  • Participate in WBRs, MBRs, and QBRs with UK-based clients.
  • Ensure internal teams meet client expectations and contractual deliverables.
  • Identify and escalate risks, issues, or service impacts promptly.
  • Prepare for client engagements and ensure operational readiness.
  • Maintain transparent and proactive communication on performance, risks, and improvements.
  • Provide insights and reporting on service delivery and continuous improvement.
• Change & Transformation
  • Identify and implement operational change initiatives.
  • Support wider business transformation programmes.
  • Lead and embed change within operational teams.
  • Manage communication and engagement around change activity.
  • Track outcomes and ensure successful adoption.
• Reporting & Data Insights
  • Work with BI teams to develop meaningful operational reporting.
  • Analyse MI to identify trends, risks, and opportunities.
  • Use data-driven insights to inform decision-making and improve performance.
  • Drive continuous improvement through analytics and reporting.

Requirements

• Minimum: GCSEs (or equivalent) required.
• Relevant degree or professional qualification (desirable).
• Proven experience in UK financial services (banking, insurance, or equivalent regulatory environment).
• Strong experience across complaints handling, remediation programmes, and/or regulated sales environments.
• Minimum 3 years’ experience in a Senior Operations role within a contact centre/BPO environment.
• Experience working with UK-based clients and FCA-regulated frameworks (desirable).
• Strong stakeholder management and client engagement skills.
• Advanced MS Excel / MI reporting capability.

Key Skills

• Leadership and people management.
• Operational delivery and resource planning.
• Strong knowledge of complaints, remediation, and sales processes.
• Analytical and problem-solving ability.
• Coaching and mentoring capability.
• Decision-making and commercial awareness.
• Financial and operational acumen.
• Continuous improvement mindset.
• Strong written and verbal communication skills.

Core Behaviours

• Employees are expected to be dependable, driven, and collaborative, aligned to core values:
• Bring your best every day.
• Strive for continuous improvement.
• Empower and support others.
• Act with integrity.
• Take ownership.
• Deliver exceptional service.