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- Tasks: Lead and support a dynamic team in delivering top-notch customer service in the BFSI sector.
- Company: Join a leading company known for its commitment to professionalism and innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Embrace a culture of diversity, inclusion, and continuous improvement.
- Why this job: Make a real impact by driving performance and enhancing customer experiences.
- Qualifications: Experience in a contact centre and strong leadership skills are essential.
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:
- Bachelors 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 Milton employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (OAM) BFSI in Milton
✨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 interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you answer questions confidently and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and experience in managing teams, as these are key for the Operations Assistant 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 take the initiative to engage directly with us. Good luck!
We think you need these skills to ace Operations Assistant Manager (OAM) BFSI in Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Assistant Manager role. Highlight your experience in managing teams, driving performance, and working in a BFSI environment. We want to see how your skills align with 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 that demonstrate your leadership and operational skills.
Showcase Your Achievements: When filling out your application, don’t just list your responsibilities—show us your achievements! Use metrics and data to illustrate how you've positively impacted previous teams or projects. We love numbers that tell a story!
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 Numbers
As an Operations Assistant Manager, you'll need to be familiar with key performance indicators (KPIs) and operational metrics. Brush up on the specific KPIs relevant to the BFSI sector and be ready to discuss how you've used data to drive performance improvements in your previous roles.
✨Showcase Your Leadership Skills
This role involves leading teams, so be prepared to share examples of how you've successfully managed and developed team leaders or supervisors. Highlight your coaching techniques and how you've fostered a culture of accountability and engagement in your past positions.
✨Understand Compliance and Quality Standards
Since this position operates within a regulated environment, it's crucial to demonstrate your understanding of compliance requirements. Familiarise yourself with relevant regulations and be ready to discuss how you've ensured adherence to quality standards in your previous roles.
✨Prepare for Client Interactions
You'll be acting as a key point of contact for clients, so think about how you've maintained strong client relationships in the past. Prepare to discuss specific instances where you've handled client queries or escalations effectively, showcasing your professionalism and commitment to client satisfaction.