Operations Assistant Manager (OAM) – BFSI

<p style="margin: 0px;"><img src="https://teleperformance.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=4712580&hashed=-552666295" alt="TPUK Back 7" /></p><br /><br /><p style="margin: 0px;"><span style="font-size: medium;"><strong>Job Title: </strong>Operations Assistant Manager (OAM) – BFSI</span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Department: </strong>Operations / Customer Resolutions</span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Management Responsibility for: </strong>Team Leaders / Supervisors</span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Travel Required: </strong>Occasionally</span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Reports to: </strong>Operations Manager </span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Location: </strong>UK – Glasgow / WAHA (as applicable)</span></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Salary: </strong><span>DOE</span></span></p><p style="margin: 0px;"><br /><br /></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: small;"><strong>Job Summary / Overview</strong></span></p><p style="margin: 0px;"><span style="font-size: small;">The Operations Assistant Manager (OAM) has direct line management reasonability 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.</span></p><p style="margin: 0px;"><span style="font-size: small;">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.<br />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. </span></p><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: small;"><strong>Key Responsibilities and Accountabilities</strong></span></p><p style="margin: 0px;"><span style="font-size: small;"><em>(May perform other duties as requested not specifically addressed in this document)</em></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Support the delivery of daily operational performance across assigned BFSI business units.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Be accountable for team‑level performance against client KPIs, quality standards, productivity, absence and engagement.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support the delivery of financial and operational targets, escalating risks or variances appropriately.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Lead operational routines to ensure effective intra‑day, daily and weekly performance control.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Monitor quality, compliance and adherence, taking corrective action where required.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Ensure full compliance with data protection, security, fraud prevention and regulatory standards.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Prepare and contribute to operational reporting, using data and insight to support decision‑making.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Spend time on the operational floor to observe, coach and improve performance and capability.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support root‑cause analysis activity and contribute to continuous improvement initiatives.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Act as an escalation point for operational issues within own span of control. </span></p></li></ul><p style="margin: 0px;"><span style="font-size: small;"><strong>Leadership & People Management</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Lead, coach and develop Team Leaders / Supervisors to deliver consistent, high‑quality performance.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Conduct effective 1:1s, performance reviews and coaching conversations, aligned to TP frameworks.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support talent development, succession planning and capability building across teams.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Ensure people processes including absence management, performance management, disciplinaries, grievances and capability are handled consistently and in line with policy.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Foster a culture of accountability, engagement, professionalism and inclusion.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Role‑model TP values and lead by example in every interaction. </span></p></li></ul><p style="margin: 0px;"><span style="font-size: small;"><strong>Client & Stakeholder Support</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Work closely with Operations Managers and wider stakeholders to deliver agreed outcomes.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Contribute to client performance discussions through accurate reporting and insight.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support the maintenance of client confidence through consistent delivery and professional conduct.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support the Operations Manager in maintaining strong, trusted client relationships, ensuring service delivery meets agreed contractual, regulatory and quality expectations. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Act as a key operational point of contact for day‑to‑day client queries, issues and escalations within own span of control. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Contribute to client governance through the provision of accurate performance data, insight and operational updates. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Support preparation for client calls, reviews and performance discussions, ensuring actions and commitments are clearly tracked and delivered. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Champion a client‑focused mindset across teams, reinforcing the importance of professionalism, quality and compliance in all interactions. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Escalate risks, issues or emerging themes in a timely and structured way to protect client confidence and delivery stability. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Ensure client feedback is understood, communicated and translated into clear team actions and continuous improvement activity. </span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Represent TP values and BFSI standards in all client and stakeholder interactions.</span></p></li></ul><p style="margin: 0px;"> </p><p style="margin: 0px;"><br /><br /></p><p style="margin: 0px;"><br /><br /></p><p style="margin: 0px;"><span style="font-size: small;"><strong>Main Job Requirements</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Bachelor’s degree or equivalent experience in a contact centre or business‑related environment.</span></p></li></ul><ul><li><p style="margin: 0px;"><a target="_blank"></a> <span style="font-size: small;">Proven experience in a Team Leader or Assistant Manager role within a BFSI contact centre.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Experience working in a regulated, performance‑driven operational environment.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Demonstrated understanding of contact centre KPIs, quality frameworks and compliance requirements. </span></p></li></ul><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: small;"><strong>Required Skills</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Strong understanding of contact centre performance management.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Confident use of reporting tools and operational systems.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Ability to interpret performance data and take action.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">High attention to detail and quality standards.</span></p></li></ul><ul><li><p style="margin: 0px;"><span style="font-size: small;">Strong people leadership and coaching capability.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Excellent communication skills, both verbal and written.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Sound judgement and balanced decision‑making.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Organised, structured and able to manage competing priorities.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Resilient, adaptable and calm under pressure.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Commercial awareness and continuous improvement mindset.</span></p></li></ul><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: small;"><strong>Competencies and Specific Skills</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Achievement‑oriented with a strong delivery focus</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Analytical and data‑driven</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Strong planning and organisational capability</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Lead by example with integrity and professionalism</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Problem‑solving and solution‑focused</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Employee and client satisfaction orientated</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Self‑motivated with the ability to motivate others</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">High levels of resilience, focus and accountability</span></p></li></ul><p style="margin: 0px;"> </p><p style="margin: 0px;"><span style="font-size: small;"><strong>Values & Culture</strong></span></p><ul><li><p style="margin: 0px;"><span style="font-size: small;">Consistently demonstrate Professionalism, Integrity, Commitment, Innovation and Respect.</span></p></li><li><p style="margin: 0px;"><span style="font-size: small;">Promote a diverse, inclusive and ethical working environment with zero tolerance for inappropriate behaviour. </span></p></li></ul><p style="margin: 0px;"><br />#LI-CW1</p>