Operations Manager - Fintech in Kingston upon Thames

Foundever® is seeking a commercially aware and results-driven Operations Manager to join our vibrant team in Kingston upon Thames, working on behalf of one of our fintech clients. If you’re on the search for your next opportunity and are passionate about delivering a great customer experience, we want to hear from you. Please note that we are unfortunately not able to offer sponsorship for this role.

What will I be doing? As an Operations Manager with Foundever®, you’ll be focused on achieving results which are aligned with the larger picture of our organisation and its strategic goals. You will plan, coordinate, and direct service delivery for one of our fintech clients – one of the largest in the world. You’ll ensure that our client and the end customer’s satisfaction levels, as well as profitability goals for Foundever® are achieved and maintained. This job requires getting things done quickly and being able to handle a variety of activities at once. Self-assurance, resilience, and the confidence to purposely drive toward results while constantly problem-solving and engaging commitment of others is essential.

What you’ll be responsible for:

• Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the account.
• Hold line management responsibility for Team Managers who are responsible for managing day-to-day operations of a team of Agents, knowing which levers to pull to positively impact financial and operational performance.
• Undertake formal monthly performance reviews and one-to-one meetings with your direct reports against KPIs and expected behaviours.
• Create budgets and forecasts for your account, and track performance against your plan.
• Accurately track costs related to, or billable to, your client.
• Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed.
• Take ownership and lead on any client escalations relating to performance.
• Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded.
• Manage client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality.
• Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews.

About Us: Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for over 800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Who we’re looking for: You could be a great fit for this role if you have at least 2 years’ experience as an Operations Manager within a contact centre or outsourced setting, and you are:

• Operationally Excellent: You have a track record of running tight operations – managing different lines of business, hitting SLAs, and keeping teams productive.
• Confident People Leader: You’re comfortable leading large teams, and know how to motivate, develop, and hold people accountable while making a positive culture flourish.
• Resilient Under Pressure: You stay steady when things get challenging – last minute changes, competing priorities, and escalations don’t throw you.
• Metrics-Driven: You make decisions based on data, not gut feeling. You know which KPIs matter to your client, track them closely, and use insights to drive performance.
• Effective Communicator: You know how to communicate with stakeholders at all levels, whether they’re internal or external – and you don’t shy away from a difficult conversation when needed.
• Client-Savvy: You’re a trusted partner who builds strong, collaborative client relationships – understanding their business pressures, proactively managing expectations, and working together to find solutions that deliver results.

Why work for Foundever®? At Foundever®, you’ll find our contact centre jobs surprising. We believe in memorable experiences for all of our associates, whether you’re just starting out or bring years of expertise and are looking for a fresh challenge – we’re committed to ensuring you thrive every step of the way to create your best moments. If you would like to have the opportunity to work with our varied and well-known brands, be part of a brilliant and supportive culture that makes a positive impact in the communities where we operate, and enjoy a balanced work-life pattern with a competitive salary, then we want to hear from you! Plus, for those aspiring to build a career in customer experience, you'll be intrigued to discover that Foundever® is a place where 84% of people grow.

What we’re offering:

• Salary: Dependent on experience.
• Bonus: 20% paid quarterly.
• Benefits: Access to Stream (our salary advance scheme), award-winning culture, hybrid-working opportunities, and real progression opportunities!
• Location: Kingston upon Thames, KT2 6LZ (on-site working only).
• Working Hours: Monday to Friday, 09:00 to 17:30.
• Contract Duration: Permanent, full-time (37.5 hours per week).

Our recruitment process: Customer obsession is at the heart of what we do. If that resonates with you, we’d love to hear from you! Please click the ‘Apply now’ button on this advert and we’ll be in touch. If your application is shortlisted, you can look forward to experiencing the following journey with us:

• Intro Call: Meet with Elliott, our in-house recruiter, who will share more about the role, our business and the client you’ll be supporting. On our part, we’ll be keen to understand more about you and your experience. This stage is also a great time to ask us any questions you may have!
• Interview I: Attend a first-stage competency-based interview with two members of our Hiring Team via video call. Here, we’ll want to delve deeper into your experience and understand what you could bring to our business.
• Presentation: Deliver a presentation to our Hiring Team based on a scenario we’ll give you.
• Interview II: Meet face-to-face with our Hiring Team for a final-stage panel interview. This will take place at our location in Kingston.

Apply Now! We look forward to reviewing your application. Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognise and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer. If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you.