[Hiring] Operations Manager @Teleperformance
Operations Manager @Teleperformance
Operations
Salary doe
Remote Location
remote UK
Employment Type full-time
Posted 2d ago

[Hiring] Operations Manager @Teleperformance

2d ago - Teleperformance is hiring a remote Operations Manager. 💸 Salary: doe 📍Location: UK

Role Description

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.

  • 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.

Qualifications

  • Bachelor’s degree or equivalent experience in a contact centre or business‑related field.
  • 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.
  • Lean Six Sigma Yellow or Green Belt preferred.

Requirements

  • 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.
  • 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.

Benefits

  • 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.

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.
Before You Apply
remote Be aware of the location restriction for this remote position: UK
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Operations Manager @Teleperformance
Operations
Salary doe
Remote Location
remote UK
Employment Type full-time
Posted 2d ago
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remote Be aware of the location restriction for this remote position: UK
Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.
Apply for this position
Did not apply
Applied
Sent Follow-Up
Interview Scheduled
Interview Completed
Offer Accepted
Offer Declined
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