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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 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 Larkhall 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 Larkhall
✨Tip Number 1
Network like a pro! Reach out to your connections in the BFSI sector and let them know you're on the lookout for an Operations Manager role. 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 diving deep into the company’s values and operations. Familiarise yourself with their complaints handling processes and regulatory compliance standards. This will help you showcase your knowledge and fit for the role during those crucial conversations.
✨Tip Number 3
Don’t just wait for job alerts! Actively search for opportunities on our website and apply directly. Tailor your application to highlight your experience in managing complaints and driving operational efficiency, which are key for this role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email reiterating your interest in the position and mentioning something specific from the conversation can leave a lasting impression. It shows you’re engaged and keen on the role.
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations) in Larkhall
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 the key responsibilities listed in the job description. We love a good story!
Showcase Your Leadership Skills: As an Operations Manager, leadership is key. In your application, share examples of how you've led teams, driven engagement, and improved performance. We’re looking for someone who can inspire and develop others!
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
Make sure you brush up on your knowledge of the BFSI sector, especially around complaints handling and regulatory compliance. Familiarise yourself with the latest trends and challenges in the industry, as this will show your potential employer that you're not just a fit for the role but also genuinely interested in the field.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience, particularly in managing teams and driving performance. Think about specific situations where you've successfully led operational improvements or handled complaints effectively. This will demonstrate your capability to lead OAMs and foster a high-engagement culture.
✨Be Data-Driven
Since the role involves P&L management and performance reviews, be ready to discuss how you've used data to inform decision-making in past roles. Bring examples of how you've analysed performance metrics to drive improvements, as this will resonate well with the interviewers.
✨Engage with the Interviewers
Don't forget that interviews are a two-way street! Prepare thoughtful questions about the company's operations and culture. This not only shows your interest but also gives you insight into whether the company aligns with your values and expectations.