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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 growth opportunities, and a supportive work environment.
- Other info: Promote a culture of engagement, accountability, and inclusion.
- Why this job: Make a real impact by ensuring safe and compliant customer outcomes.
- Qualifications: Experience in operational leadership within a BFSI contact centre is essential.
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 clients 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
- Bachelors 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 Paisley 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 Paisley
✨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 researching the company and its culture. Understand their complaints handling processes and regulatory obligations. This will help you showcase your knowledge and make a great impression when you chat with them.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. Focus on articulating your experience in managing operations and leading teams effectively, as that’s what they’ll want to hear.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to show your interest in being part of our team and helps us keep track of your application easily.
We think you need these skills to ace Operations Manager BFSI (Complaints-Led Operations) in Paisley
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 leadership skills. We want to see how you can drive performance and engagement!
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 demonstrate your ability to manage operations and lead teams effectively. We love a good story!
Showcase Your Analytical Skills: Since the role involves P&L management and performance reviews, make sure to highlight your analytical capabilities. Share examples of how you've used data to drive improvements in past roles. We’re all about making informed decisions here!
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 team at StudySmarter!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As an Operations Manager, you'll need to be on top of your P&L and performance metrics. Brush up on your financial acumen and be ready to discuss how you've driven profitability and efficiency in past roles. Use specific examples to showcase your achievements.
✨Master the Complaints Process
Since this role focuses heavily on complaints handling, make sure you understand the formal complaints processes within a regulated environment. Prepare to discuss your experience in managing complaints and how you've ensured compliance with regulatory standards.
✨Showcase Your Leadership Style
Leadership is key for this position. Be prepared to talk about your approach to coaching and developing teams. Share examples of how you've fostered a culture of engagement and accountability, and how you've handled difficult situations with your team.
✨Be Client-Centric
Building strong relationships with clients is crucial. Think about how you've previously managed client expectations and delivered exceptional service. Be ready to discuss how you would inspire a client-centric culture in your new role.