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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 financial services 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 in a regulated environment.
- Qualifications: Experience in a contact centre leadership role and strong understanding of performance management.
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 Glasgow employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (OAM) – BFSI in Glasgow
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they value. This will help you tailor your answers and show that you're a great fit for the team.
✨Tip Number 2
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 experience in BFSI.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions for your interviewer. This shows your interest in the role and helps you gauge if the company is the right fit for you. Ask about their approach to team development or how they handle performance management.
✨Tip Number 4
Follow up after your interview with a thank-you email. Mention something specific from your conversation to remind them of your chat. It’s a simple way to stand out and show your enthusiasm for the role!
We think you need these skills to ace Operations Assistant Manager (OAM) – BFSI in Glasgow
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 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 you can contribute to our team. Be sure to mention specific examples from your past experiences that demonstrate your leadership and operational skills.
Showcase Your People Skills: As an OAM, you'll be leading teams, so it's crucial to showcase your people management skills in your application. Share examples of how you've successfully coached or developed team members in previous roles. We love seeing candidates who can inspire and engage others!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It helps us keep track of applications and ensures you’re considered for the role. Plus, it’s super easy to do – just follow the prompts and submit your application!
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 your previous roles, as this will show your understanding of operational performance management.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading teams and coaching individuals. Think about specific situations where you improved team performance or resolved conflicts, as this will demonstrate your capability in people management.
✨Understand Compliance and Quality Standards
Brush up on the regulatory standards and compliance requirements within the BFSI environment. Be prepared to discuss how you ensure adherence to these standards in your work, as this is crucial for the role.
✨Engage with Real Scenarios
Think of real-life operational challenges you've faced and how you tackled them. Be ready to discuss your problem-solving approach and how you would apply it to potential issues in the new role, showcasing your analytical and solution-focused mindset.