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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 development opportunities, and a supportive work environment.
- Other info: Dynamic role with opportunities for growth and a focus on employee engagement.
- 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 60000 - 75000 £ 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 Hamilton 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 Hamilton
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current or former employees on LinkedIn. Ask them about their experiences and any tips they might have for landing the job. You never know who might give you a leg up!
✨Tip Number 3
Prepare for the interview by practising common questions related to complaints handling and operational management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your experience effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can go a long way in keeping you top of mind. And remember, apply through our website for the best chance at landing that Operations Manager role!
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations) in Hamilton
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. Mention specific achievements that align with our key responsibilities, like driving productivity and managing compliance. Let us know why you’re excited about joining StudySmarter!
Showcase Your Leadership Skills: As an Operations Manager, leadership is key. In your application, share examples of how you've led teams, coached others, and driven engagement. We love seeing candidates who can inspire and develop their teams while achieving results.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details you need about the role and our company culture there!
How to prepare for a job interview at Teleperformance
✨Know Your BFSI Basics
Make sure you 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 role.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing operational teams. Think about times when you've successfully driven employee engagement or improved performance metrics, as these are crucial for the Operations Manager role.
✨Be Data-Driven
Since the role involves a lot of P&L management and performance reviews, be ready to discuss how you've used data to make informed decisions in the past. Bring specific examples of how your analytical skills have led to operational improvements.
✨Engage with the Interviewers
Don’t just answer questions; engage with your interviewers. Ask insightful questions about their current challenges in complaints handling or operational efficiency. This shows your genuine interest in the role and helps you understand if the company is the right fit for you.