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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 innovation.
- 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 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 Kilmarnock 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 Kilmarnock
✨Tip Number 1
Network like a pro! Get out there and connect with people in the BFSI sector. Attend industry events, join relevant online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to complaints handling and operational management. We recommend doing mock interviews with friends or using online resources to get comfortable articulating your experience and skills.
✨Tip Number 3
Showcase your leadership skills! When you get the chance to speak about your past experiences, highlight how you've led teams, improved processes, and handled complaints effectively. This is your moment to shine and demonstrate your fit for the Operations Manager role.
✨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 and engaged with our platform. Let’s get you that Operations Manager position!
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations) in Kilmarnock
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: 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 on joining our awesome team at StudySmarter!
How to prepare for a job interview at Teleperformance
✨Know Your BFSI Inside Out
Before the interview, dive deep into the BFSI sector, especially around complaints handling and regulatory compliance. Familiarise yourself with the latest trends and challenges in the industry, as this will help you speak confidently about how you can contribute to the company's goals.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading operational teams. Prepare specific examples of how you've coached and developed team members, driven engagement, and improved performance. Highlight your ability to foster a culture of accountability and inclusion.
✨Demonstrate Financial Acumen
Since the role involves P&L ownership, come prepared to discuss your experience with financial performance. Bring examples of how you've managed budgets, met financial targets, and used data to drive decision-making. This will show that you understand the commercial side of operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle complaints. Think of scenarios where you've successfully resolved issues or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers effectively.