Job Title: Operations Assistant Manager (OAM) – BFSI Department: Operations / Customer Resolutions Management Responsibility for: Team Leaders / Supervisors Travel Required: Occasionally Reports to: Operations Manager Location: UK – Glasgow / WAHA (as applicable) Salary: DOE Overview 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 (May perform other duties as requested not specifically addressed in this document) 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
