Operations Assistant Manager (OAM) – BFSI in Glasgow

The Operations Assistant Manager (OAM) has direct line management responsibility for the complaints Team Leader/Supervisor role, supports the Operations Manager in the delivery of high‑performing BFSI contact centre operations, ensuring customer, client, regulatory, and commercial outcomes are consistently achieved. The role is accountable for day‑to‑day operational control, people leadership, performance management and quality delivery across assigned teams, operating within a regulated Financial Services environment. The OAM plays a key role in driving safe and fair customer outcomes, employee engagement, and continuous improvement in line with Teleperformance (TP) standards and values.

Key Responsibilities and Accountabilities:

• Support the delivery of daily operational performance across assigned BFSI business units.
• Be accountable for team‑level performance against client KPIs, quality standards, productivity, absence and engagement.
• Support the delivery of financial and operational targets, escalating risks or variances appropriately.
• Lead operational routines to ensure effective intra‑day, daily and weekly performance control.
• Monitor quality, compliance and adherence, taking corrective action where required.
• Ensure full compliance with data protection, security, fraud prevention and regulatory standards.
• Prepare and contribute to operational reporting, using data and insight to support decision‑making.
• Spend time on the operational floor to observe, coach and improve performance and capability.
• Support root‑cause analysis activity and contribute to continuous improvement initiatives.
• Act as an escalation point for operational issues within own span of control.

Leadership & People Management:

• Lead, coach and develop Team Leaders / Supervisors to deliver consistent, high‑quality performance.
• Conduct effective 1:1s, performance reviews and coaching conversations, aligned to TP frameworks.
• Support talent development, succession planning and capability building across teams.
• Ensure people processes including absence management, performance management, disciplinaries, grievances and capability are handled consistently and in line with policy.
• Foster a culture of accountability, engagement, professionalism and inclusion.
• Role‑model TP values and lead by example in every interaction.

Client & Stakeholder Support:

• Work closely with Operations Managers and wider stakeholders to deliver agreed outcomes.
• Contribute to client performance discussions through accurate reporting and insight.
• Support the maintenance of client confidence through consistent delivery and professional conduct.
• Support the Operations Manager in maintaining strong, trusted client relationships, ensuring service delivery meets agreed contractual, regulatory and quality expectations.
• Act as a key operational point of contact for day‑to‑day client queries, issues and escalations within own span of control.
• Contribute to client governance through the provision of accurate performance data, insight and operational updates.
• Support preparation for client calls, reviews and performance discussions, ensuring actions and commitments are clearly tracked and delivered.
• Champion a client‑focused mindset across teams, reinforcing the importance of professionalism, quality and compliance in all interactions.
• Escalate risks, issues or emerging themes in a timely and structured way to protect client confidence and delivery stability.
• Ensure client feedback is understood, communicated and translated into clear team actions and continuous improvement activity.
• Represent TP values and BFSI standards in all client and stakeholder interactions.

Main Job Requirements:

• Bachelor’s degree or equivalent experience in a contact centre or business‑related environment.
• Proven experience in a Team Leader or Assistant Manager role within a BFSI contact centre.
• Experience working in a regulated, performance‑driven operational environment.
• Demonstrated understanding of contact centre KPIs, quality frameworks and compliance requirements.

Required Skills:

• Strong understanding of contact centre performance management.
• Confident use of reporting tools and operational systems.
• Ability to interpret performance data and take action.
• High attention to detail and quality standards.
• Strong people leadership and coaching capability.
• Excellent communication skills, both verbal and written.
• Sound judgement and balanced decision‑making.
• Organised, structured and able to manage competing priorities.
• Resilient, adaptable and calm under pressure.
• Commercial awareness and continuous improvement mindset.

Competencies and Specific Skills:

• Achievement‑oriented with a strong delivery focus.
• Analytical and data‑driven.
• Strong planning and organisational capability.
• Lead by example with integrity and professionalism.
• Problem‑solving and solution‑focused.
• Employee and client satisfaction orientated.
• Self‑motivated with the ability to motivate others.
• High levels of resilience, focus and accountability.

Values & Culture:

• Consistently demonstrate Professionalism, Integrity, Commitment, Innovation and Respect.
• Promote a diverse, inclusive and ethical working environment with zero tolerance for inappropriate behaviour.