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- Tasks: Lead and support a dynamic team in delivering top-notch BFSI contact centre operations.
- Company: Join a leading company committed to professionalism and innovation in the BFSI sector.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Embrace a culture of accountability, engagement, and continuous improvement.
- Why this job: Make a real impact by driving performance and enhancing customer experiences.
- Qualifications: Experience in a leadership role within a BFSI contact centre is essential.
The predicted salary is between 40000 - 50000 £ per year.
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.
Operations Assistant Manager (OAM) – BFSI in Carluke employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (OAM) – BFSI in Carluke
✨Tip Number 1
Network like a pro! Reach out to people in the BFSI sector on LinkedIn or at industry events. 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 values. Make sure you can articulate how your experience aligns with their goals, especially around customer outcomes and operational excellence.
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers, especially when discussing your leadership and performance management skills.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Operations Assistant Manager (OAM) – BFSI in Carluke
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Assistant Manager role. Highlight your experience in BFSI contact centres and any relevant achievements that align with the job description. 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 the role. Mention specific examples of your leadership skills and how you've driven performance in previous roles. Let us know why you’re excited about joining StudySmarter!
Showcase Your People Skills: As an OAM, people management is key. In your application, emphasise your experience in coaching and developing teams. Share stories that demonstrate your ability to foster engagement and accountability among your colleagues. We love seeing strong leadership qualities!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people. Plus, you’ll find all the details you need about the role and our company culture there. Don’t miss out!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
Familiarise yourself with key performance indicators (KPIs) relevant to the BFSI sector. Be ready to discuss how you've met or exceeded these metrics in previous roles, as this will show your understanding of performance management and operational excellence.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership and coaching abilities. Think about specific situations where you’ve successfully developed team members or improved team performance, as this role requires strong people management skills.
✨Understand Compliance and Quality Standards
Brush up on the regulatory standards and compliance requirements in the BFSI environment. Be prepared to discuss how you ensure adherence to these standards in your day-to-day operations, as this is crucial for the role.
✨Engage with Real Scenarios
Think of real-life operational challenges you've faced and how you resolved them. This could include handling client escalations or improving team engagement. Sharing these experiences will demonstrate your problem-solving skills and ability to drive continuous improvement.