At a Glance
- 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 continuous improvement.
- Why this job: Make a real impact by ensuring customer satisfaction and operational excellence.
- Qualifications: Experience in BFSI operations 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: WAH
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 client's 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.
Education and Specific Training
- Bachelor's 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 Glasgow employer: T&P
As an Operations Manager at Teleperformance, you will thrive in a dynamic and inclusive work culture that prioritises employee engagement and continuous improvement. With a strong focus on professional development, you will have access to leadership training and growth opportunities while working in a supportive environment that values integrity and innovation. Located in Waha, this role offers the chance to make a meaningful impact in the BFSI sector, ensuring compliance and delivering exceptional customer outcomes.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Manager – BFSI (Complaints‐Led Operations) in Glasgow
✨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 practising common questions related to complaints handling and operational management. Use the STAR method (Situation, Task, Action, Result) to structure your answers. We want you to shine when it’s your turn to impress!
✨Tip Number 3
Showcase your leadership skills! Be ready to discuss how you've led teams in the past, especially in high-pressure situations. Highlight your experience with P&L management and how you’ve driven performance improvements.
✨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. Let’s get you that Operations Manager role!
We think you need these skills to ace Operations Manager – BFSI (Complaints‐Led Operations) in Glasgow
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Operations Manager role. Highlight your experience in BFSI contact centres and any formal complaints handling you've done. We want to see how your skills align with our needs!
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 your background makes you the perfect fit. Don’t forget to mention your leadership style and how you drive employee engagement.
Showcase Your Achievements:When detailing your work experience, focus on specific achievements. Use numbers and data to illustrate how you’ve met or exceeded targets in previous roles. We love seeing concrete examples of your impact!
Apply Through Our Website:We encourage you to apply directly 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!
How to prepare for a job interview at T&P
✨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
Given the focus on formal complaints handling, make sure you understand the regulatory frameworks and best practices in this area. Prepare to discuss your experience with complaints management and how you've ensured compliance while improving customer outcomes.
✨Showcase Your Leadership Style
Leadership is key in this role, so be prepared to talk about how you lead and develop teams. Share examples of how you've fostered engagement and accountability among your staff, and how you've handled difficult situations or conflicts.
✨Engage with Data
Data-driven decision-making is crucial for this position. Be ready to discuss how you've used data analysis to identify trends, solve problems, and drive operational improvements. Highlight any tools or methodologies you've employed, like Lean Six Sigma, to enhance performance.
