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- Tasks: Lead and support a dynamic team in delivering top-notch BFSI contact centre operations.
- Company: Join a leading company committed to professionalism and innovation in the BFSI sector.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Embrace a culture of accountability, engagement, and continuous improvement.
- Why this job: Make a real impact by driving performance and enhancing customer experiences.
- Qualifications: Experience in a leadership role within a BFSI contact centre is 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:
- Bachelor’s 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 Renfrew employer: Teleperformance
Contact Detail:
Teleperformance Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Assistant Manager (OAM) – BFSI in Renfrew
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they value. This will help you tailor your answers and show that you're a great fit for their team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and genuine, so don’t just memorise answers. Use the STAR method (Situation, Task, Action, Result) to structure your thoughts.
✨Tip Number 3
Prepare some insightful questions to ask at the end of your interview. This shows your interest in the role and helps you gauge if the company is the right fit for you. Think about asking about team dynamics or growth opportunities.
✨Tip Number 4
Follow up after your interview with a thank-you email. It’s a simple way to express your appreciation and reiterate your interest in the position. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Operations Assistant Manager (OAM) – BFSI in Renfrew
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in BFSI and contact centre operations. We want to see how your skills align with the role of Operations Assistant Manager, so don’t hold back on showcasing your relevant achievements!
Showcase Your Leadership Skills: As an OAM, you'll be leading teams, so it's crucial to demonstrate your people management abilities. Share examples of how you've successfully coached or developed team members in previous roles. We love seeing candidates who can inspire and engage their teams!
Be Data-Driven: Since the role involves performance management and operational reporting, make sure to mention your experience with data analysis and reporting tools. We appreciate candidates who can interpret data and use it to drive improvements, so give us the details!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts!
How to prepare for a job interview at Teleperformance
✨Know Your Numbers
As an Operations Assistant Manager, you'll need to be familiar with KPIs and performance metrics. Brush up on the key performance indicators relevant to BFSI contact centres and be ready to discuss how you've used data to drive improvements in your previous roles.
✨Showcase Your Leadership Style
This role involves leading Team Leaders and Supervisors, so be prepared to share specific examples of how you've successfully coached and developed teams in the past. Highlight your approach to fostering a culture of accountability and engagement.
✨Understand Compliance Inside Out
Given the regulated nature of the BFSI environment, it's crucial to demonstrate your understanding of compliance standards. Be ready to discuss how you've ensured adherence to regulations and quality standards in your previous positions.
✨Prepare for Client Interactions
You'll be acting as a key point of contact for clients, so think about how you can convey your client-focused mindset. Prepare examples of how you've maintained strong client relationships and handled escalations effectively in the past.