At a Glance
- Tasks: Lead and shape multi-channel operations in a dynamic contact centre environment.
- Company: Join a leading financial services client focused on growth and innovation.
- Benefits: Competitive daily rate, hybrid working, and the chance to make a real impact.
- Other info: Opportunity to work in a diverse and inclusive environment with strong career growth.
- Why this job: Be part of a transformative team driving operational excellence and customer satisfaction.
- Qualifications: Proven experience in contact centre leadership within insurance or financial services.
Duration: 6 Months
Rate: £650-£750 per day (Inside IR35 via umbrella)
Location: Hybrid Working - travel to Cardiff and Glasgow - Candidates UK wide can be considered
Shape and lead our client's Contact Centre multi‑channel operations plan, setting a clear plan, leading operational effectiveness, driving productivity and challenging the status quo. Build high‑performing teams, develop capability, and create a positive, engaging culture that drives long‑term operational success.
We're looking for an experienced Operations Manager who has significant experience of leading and driving operational excellence. In this critical role, you'll define and lead the delivery of the multi‑channel contact centre operations plan, driving operationally efficient, compliant, customer‑focused service across Direct multi-channel journeys.
This role combines hands‑on operational leadership with TOM delivery, supporting both day‑to‑day performance and transformation. The successful candidate will be an accomplished Contact Centre Operations Manager, who can lead a large‑scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM). The focus of this role is the operations management of the contact centre teams in Cardiff and Glasgow. Some travel is expected as part of the role, so flexibility as and when required is needed.
Strong people management (performance management, reviews, appraisals etc) and day to day operational experience is key for this role.
Key experience required:
- Senior Contact Centre Operations leadership within Insurance/Financial Services or highly regulated environments
- Management of large, multi‑channel contact centres (250+ FTE)
- Proven delivery of Financial Services Contact Centre Target Operating Models, including:
- People strategy and org design
- Governance, controls, and MI frameworks
- Hybrid working models
- Continuous improvement and change
- Strong track record driving productivity through digital, automation, and AI
- Ownership of large operational budgets (£10m+)
- Proven delivery of strong customer outcomes and operational targets
- Rolling out workforce management
This is a high‑impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future‑ready operating model. If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.
TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality.
Contact Centre Operations Manager (Insurance, TOM, Digital) in Cardiff employer: TXP
Join a leading financial services client as a Contact Centre Operations Manager, where you'll be at the forefront of shaping multi-channel operations in a dynamic hybrid working environment. With a strong emphasis on employee growth, a commitment to diversity and inclusion, and the opportunity to lead high-performing teams in Cardiff and Glasgow, this role offers a unique chance to drive operational excellence while making a meaningful impact in the industry. Experience a culture that values innovation and collaboration, ensuring you thrive in your career while contributing to a socially responsible mission.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Operations Manager (Insurance, TOM, Digital) in Cardiff
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in contact centres or financial services. A friendly chat can lead to insider info about job openings and even referrals.
✨Tip Number 2
Prepare for interviews by researching the company’s culture and values. Tailor your responses to show how your experience aligns with their goals, especially around operational excellence and team leadership.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you email to express your appreciation and reiterate your enthusiasm for the role. It keeps you fresh in their minds.
✨Tip Number 4
Apply through our website for the best chance at landing that dream job! We’re always on the lookout for talented individuals who can drive operational success in contact centres.
We think you need these skills to ace Contact Centre Operations Manager (Insurance, TOM, Digital) in Cardiff
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Contact Centre Operations Manager. Highlight your experience in leading large teams and driving operational excellence, especially in insurance or financial services.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're the perfect fit for this role. Mention specific achievements that demonstrate your ability to manage multi-channel operations and improve productivity.
Showcase Your Leadership Skills:We want to see how you've built high-performing teams and created a positive culture in your previous roles. Share examples of how you've managed performance and driven change in a contact centre environment.
Apply Through Our Website:Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at TXP
✨Know Your Numbers
Make sure you’re familiar with key metrics related to contact centre operations, especially in the insurance sector. Be ready to discuss how you've driven productivity and improved customer outcomes in your previous roles.
✨Showcase Your Leadership Style
Prepare examples that highlight your people management skills. Discuss how you've built high-performing teams and fostered a positive culture, as this is crucial for the role. Think about specific challenges you've faced and how you overcame them.
✨Understand the TOM
Brush up on Target Operating Models (TOM) and be prepared to talk about your experience in delivering them. Highlight any successful implementations you've led, particularly in multi-channel environments, and how they contributed to operational excellence.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving abilities in real-world scenarios. Prepare to discuss how you would handle operational challenges or drive change within a contact centre, especially in a hybrid working model.
