Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead BFSI contact centre operations, focusing on complaints handling and regulatory compliance.
- Company: Join a leading company in the BFSI sector with a commitment to excellence.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Promote a culture of engagement, accountability, and continuous improvement.
- Why this job: Make a real impact by improving customer experiences and driving operational success.
- Qualifications: Experience in BFSI contact centres 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: 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 Beith 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 Beith
✨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 researching the company and its complaints handling processes. Show us that you understand their operations and can bring value to the team. Tailor your answers to highlight your experience with P&L management and regulatory compliance.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your responses. Focus on demonstrating your leadership skills and how you've driven employee engagement and continuous improvement in past roles.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations) in Beith
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 P&L management skills. We want to see how you can bring value to our team!
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 your leadership experience and how you've driven operational improvements in the past. We love a good story!
Showcase Your Analytical Skills: Since this role involves a lot of data analysis, make sure to highlight your analytical capabilities. Mention any tools or methods you’ve used to drive performance improvements. We’re all about using data to make informed decisions!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Don’t miss out on this opportunity to join our amazing team!
How to prepare for a job interview at Teleperformance
✨Know Your BFSI Inside Out
Before the interview, make sure you understand the BFSI sector and its specific challenges, especially around complaints handling. Brush up on regulatory compliance and financial performance metrics, as these will likely come up during your chat.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading operational teams. Prepare examples of how you've coached and developed others, and how you've driven employee engagement and productivity in previous roles.
✨Prepare for Data-Driven Questions
Since the role involves P&L management and performance reviews, be prepared to talk about how you've used data to drive decisions. Bring examples of how you've improved operational efficiency or resolved issues using analytical skills.
✨Demonstrate Client-Centric Thinking
Think about how you've built strong relationships with clients in the past. Be ready to share stories that highlight your understanding of client needs and how you've exceeded their expectations, particularly in a regulated environment.