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- 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: Dynamic role with opportunities for continuous improvement and employee engagement.
- Why this job: Make a real impact by improving customer experiences and driving operational success.
- 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: 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 clients 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
- Bachelors 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.
Locations
Operations Manager BFSI (Complaints-Led Operations) in Glasgow, Scotland 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 Glasgow, Scotland
✨Tip Number 1
Network like a pro! Reach out to people in the BFSI sector, especially those who work in operations. Use LinkedIn to connect and engage with them; you never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by practising common questions related to complaints handling and operational management. We recommend doing mock interviews with friends or using online platforms to get comfortable articulating your experience.
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've led teams and improved processes in previous roles. Highlight specific examples that demonstrate your ability to drive performance and engagement.
✨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 Glasgow, Scotland
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!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your background aligns with our values at StudySmarter. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: When detailing your work experience, focus on your achievements rather than just duties. Use numbers and examples to demonstrate how you’ve driven performance and compliance in previous roles. We’re all about results!
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 shows you’re keen to join the StudySmarter team!
How to prepare for a job interview at Teleperformance
✨Know Your BFSI Basics
Before the interview, 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 company's goals.
✨Showcase Your Leadership Skills
Be prepared to discuss your experience in leading operational teams. Share specific examples of how you've coached and developed team members, managed performance, and driven employee engagement. Highlighting your leadership style will demonstrate that you're a good fit for the role.
✨Data-Driven Decision Making
Since the role involves P&L management and performance reviews, come ready to discuss how you've used data to inform your decisions in past roles. Bring examples of how you've identified trends or issues through data analysis and what actions you took as a result.
✨Engage with Client-Centric Examples
Prepare to share stories that illustrate your ability to build strong relationships with clients and stakeholders. Discuss how you've inspired a client-centric culture in your previous roles and how you’ve exceeded client expectations, as this aligns closely with the company’s values.