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- Tasks: Lead BFSI operations, focusing on complaints handling and regulatory compliance.
- Company: Join a leading contact centre with a commitment to excellence and innovation.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Dynamic role with opportunities for continuous improvement and employee engagement.
- Why this job: Make a real impact in customer service while developing your leadership skills.
- Qualifications: Experience in BFSI operations and strong leadership abilities required.
The predicted salary is between 50000 - 60000 £ per year.
Management Responsibility for: Operations Assistant Managers (OAMs)
Travel Required: Occasionally
Reports to: VP / Director of Delivery
Location: WAHA
Salary: DOE
Job Summary / Overview
The Operations Manager (OM) is accountable for the end‑to‑end delivery of BFSI contact centre operations, with a strong focus on formal complaints handling, regulatory compliance, financial performance and client confidence. The role is responsible for leading operational teams to deliver safe, fair and compliant customer outcomes, ensuring all client, commercial and regulatory obligations are met, while driving employee engagement, productivity and continuous improvement in line with Teleperformance standards and values.
Key Responsibilities and Accountabilities
- Own day‑to‑day operational delivery for one or more BFSI business units, including formal complaints handling and regulated customer journeys.
- Be fully accountable for performance across all business and client targets, including P&L, gross margin, KPIs, quality, absence, attrition and engagement.
- Lead operational planning to drive productivity, efficiency and profitability, delivering in line with budget and financial forecasts.
- Oversee complaints performance against SLAs, regulatory expectations and client standards, ensuring robust governance, escalation and root‑cause resolution.
- Manage daily, weekly and monthly P&L and performance reviews, taking corrective action where required.
- Ensure full compliance with data protection, information security, fraud prevention and regulatory requirements.
- Prepare and review operational and financial reporting, using data and insight to drive informed decision‑making.
- Spend regular time on the operational floor to audit processes, review performance and identify continuous improvement opportunities.
- Implement effective operational rhythms to support intra‑day, daily, weekly and monthly performance management.
- Demonstrate strong understanding of TP tools, processes and service offerings, and the client’s operating and regulatory environment.
- Represent TP at client MBRs and QBRs, confidently articulating performance, risks and forward plans.
Leadership & People Management
- Lead, coach and develop OAMs and leadership teams through clear performance expectations, coaching and structured development.
- Ensure consistent, high‑quality 1:1s, quarterly reviews and annual appraisals are delivered across the leadership population.
- Promote a culture of high engagement, accountability, fairness and inclusion, aligned to TP values.
- Foster environments where employees feel confident to share feedback and concerns, ensuring swift and fair resolution.
- Drive employee recognition, engagement initiatives and development opportunities across the business unit.
Client & Stakeholder Management
- Build strong, trusted relationships with BFSI clients, demonstrating deep understanding of complaints frameworks, regulatory obligations and strategic objectives.
- Work closely with internal stakeholders to manage dependencies, resolve issues and deliver agreed outcomes.
- Inspire a client‑centric culture that consistently meets and exceeds expectations.
Main Job Requirements
Education and Specific Training
- Bachelor’s degree or equivalent experience in a contact centre or business‑related field.
Work Experience
- Proven senior operational leadership experience in a BFSI contact centre environment.
- Extensive experience managing formal complaints processes within a regulated setting.
- Strong P&L ownership with a track record of delivering financial and commercial targets.
Special Certifications
- Lean Six Sigma Yellow or Green Belt preferred.
Required Skills
Technical Skills
- Strong proficiency in Microsoft Office (Excel, PowerPoint, Word, Outlook).
- Advanced analytical capability, including use of data, trends and root‑cause analysis to drive operational improvement.
Competencies and Specific Skills
- Commercially astute and achievement‑oriented.
- Strong judgment and decision‑making capability.
- Excellent leadership, coaching and people‑development skills.
- High‑impact communication and stakeholder management.
- Strategic and operational problem‑solving.
- Resilient, adaptable and delivery‑focused.
- Continuous improvement and change leadership mindset.
- Strong focus on customer, employee and client outcomes.
Values & Culture
- Lead by example, consistently demonstrating Professionalism, Integrity, Commitment, Innovation and Respect.
- Foster a diverse, inclusive and ethical working environment, with zero tolerance for inappropriate or unethical behaviour.
Operations Manager – BFSI (Complaints‑Led Operations) in Glasgow employer: Teleperformance Ltd
Contact Detail:
Teleperformance Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager – BFSI (Complaints‑Led Operations) in Glasgow
✨Tip Number 1
Network like a pro! Reach out to your connections in the BFSI sector and let them know you're on the lookout for an Operations Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its complaints handling processes. Be ready to discuss how your experience aligns with their needs, especially around regulatory compliance and operational efficiency. Show them you mean business!
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications through our website. A quick email or call can show your enthusiasm and keep you top of mind for hiring managers.
✨Tip Number 4
Practice your leadership stories! Be prepared to share examples of how you've led teams, improved processes, and handled complaints in previous roles. This will help you stand out as a candidate who can drive engagement and performance.
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations) in Glasgow
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in BFSI contact centres and any formal complaints handling you've done. We want to see how your skills match what we're looking for!
Showcase Your Achievements: When writing your application, don’t just list your responsibilities. Share specific achievements that demonstrate your ability to meet P&L targets and improve operational performance. Numbers speak volumes, so include them where you can!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon unless it’s relevant to the BFSI sector. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people. Don’t miss out!
How to prepare for a job interview at Teleperformance Ltd
✨Know Your BFSI Basics
Make sure you brush up on your knowledge of the BFSI sector, especially around complaints handling and regulatory compliance. Understanding the key challenges and trends in this area will help you speak confidently about how you can contribute to the role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing operational teams. Be ready to discuss how you've driven employee engagement and productivity in previous roles, as this is crucial for the Operations Manager position.
✨Data-Driven Decision Making
Familiarise yourself with data analysis techniques and be prepared to discuss how you've used data to drive operational improvements. Highlight any experience you have with P&L management and how you've achieved financial targets in past roles.
✨Engage with Client-Centric Examples
Think of specific instances where you've built strong relationships with clients or stakeholders. Be ready to articulate how you’ve inspired a client-centric culture and exceeded expectations, as this aligns perfectly with the responsibilities of the role.