[Hiring] Operations Manager @Teleperformance

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.