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- Tasks: Lead operations for BFSI contact centre, focusing on complaints handling and compliance.
- Company: Join a leading company in the BFSI sector with a commitment to excellence.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Opportunity to work in a fast-paced environment with a focus on continuous improvement.
- Why this job: Make a real difference by ensuring customer satisfaction and regulatory compliance.
- Qualifications: Experience in operations management 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.
Operations Manager – BFSI (Complaints‑Led Operations) employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager – BFSI (Complaints‑Led Operations)
✨Tip Number 1
Network like a pro! Reach out to people in the BFSI sector, especially those who work in complaints-led operations. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching common questions related to operations management and complaints handling. We recommend practising your answers with a friend or in front of a mirror to boost your confidence.
✨Tip Number 3
Showcase your achievements! When you get the chance to speak about your experience, highlight specific examples where you improved operational efficiency or handled complaints effectively. Numbers and results speak volumes!
✨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 about their job search.
We think you need these skills to ace Operations Manager – BFSI (Complaints‑Led Operations)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Operations Manager role. Highlight your experience in complaints handling and regulatory compliance, as these are key for us. Use specific examples that showcase your achievements in similar roles.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the BFSI sector and how your skills align with our values. Keep it concise but impactful, showing us what makes you the perfect fit.
Showcase Leadership Skills: As an Operations Manager, leadership is crucial. In your application, emphasise your experience in leading teams and driving employee engagement. Share stories that demonstrate your ability to motivate and improve team performance.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss any important updates. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Teleperformance
✨Know Your BFSI Basics
Make sure you brush up on your knowledge of the Banking, Financial Services, and Insurance (BFSI) sector. Understand the key regulations and compliance standards that govern complaints handling. This will show your potential employer that you're not just familiar with the industry but also serious about delivering compliant customer outcomes.
✨Demonstrate Leadership Skills
As an Operations Manager, you'll be leading teams, so be prepared to discuss your leadership style. Think of specific examples where you've successfully managed a team or improved performance. Highlight how you engage employees and drive productivity, as this aligns with the role's focus on employee engagement and continuous improvement.
✨Prepare for Scenario Questions
Expect questions that ask how you would handle specific complaints or operational challenges. Prepare by thinking through various scenarios related to complaints-led operations. Use the STAR method (Situation, Task, Action, Result) to structure your answers, showcasing your problem-solving skills and ability to deliver safe and fair outcomes.
✨Showcase Your Financial Acumen
Since the role involves accountability for financial performance, be ready to discuss your experience with budget management and financial targets. Bring examples of how you've contributed to financial success in previous roles, and demonstrate your understanding of how operational decisions impact the bottom line.