Operations Assistant Manager (OAM) – BFSI in Airdrie

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.

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.