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- Tasks: Lead BFSI operations, focusing on complaints handling and regulatory compliance.
- Company: Join a dynamic team at a leading contact centre in the BFSI sector.
- Benefits: Competitive salary, career growth, and a supportive work culture.
- Other info: Embrace a culture of diversity, inclusion, and continuous improvement.
- Why this job: Make a real impact by improving customer experiences and driving operational excellence.
- Qualifications: Experience in BFSI operations and strong leadership skills 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: WAH
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 Airdrie employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager – BFSI (Complaints‐Led Operations) in Airdrie
✨Tip Number 1
Network like a pro! Reach out to your connections in the BFSI sector and let them know you're on the hunt 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 diving deep into the company’s values and operations. Familiarise yourself with their complaints handling processes and regulatory compliance standards. This will help you showcase your knowledge and fit for the role during those crucial conversations.
✨Tip Number 3
Don’t just wait for job postings to pop up! Be proactive and apply through our website. Tailor your application to highlight your experience in managing complaints and driving operational efficiency, which are key for this role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email reiterating your interest in the position and mentioning something specific from the conversation can keep you top of mind. It shows your enthusiasm and professionalism.
We think you need these skills to ace Operations Manager – BFSI (Complaints‐Led Operations) in Airdrie
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in BFSI and complaints handling, and don’t forget to showcase your leadership skills. We want to see how you’ve driven performance and compliance in previous roles!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've managed operational teams and improved processes. We love a good story that shows your impact!
Showcase Your Analytical Skills: Since the role involves P&L management and performance reviews, make sure to highlight your analytical capabilities. Talk about how you've used data to drive decisions and improve operations. We’re all about making informed choices here at StudySmarter!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As an Operations Manager, you'll need to be on top of your P&L and performance metrics. Brush up on your financial acumen and be ready to discuss how you've driven profitability and efficiency in past roles. Use specific examples to showcase your achievements.
✨Master the Complaints Process
Since this role focuses heavily on complaints handling, make sure you understand the formal complaints processes within a BFSI environment. Prepare to discuss your experience with regulatory compliance and how you've successfully managed customer journeys in the past.
✨Showcase Your Leadership Style
Leadership is key for this position, so think about your approach to coaching and developing teams. Be ready to share examples of how you've fostered engagement and accountability among your team members, and how you've handled difficult situations.
✨Be Client-Centric
This role requires building strong relationships with clients. Prepare to discuss how you've inspired a client-centric culture in previous positions. Think of specific instances where you've exceeded client expectations and how you managed stakeholder relationships effectively.