Operations Manager
Glasgow - Hybri
d
The Operations Manager will be responsible for driving effective operational delivery across complex customer complaint and remediation activity, ensuring alignment to both internal objectives and UK client requirements. The role requires strong leadership, operational oversight, and experience within financial services, particularly across complaints handling, remediation programmes, or customer-facing sales environment
s.
Key Responsibilit
iesPeople Managem
* entManage and drive performance against Team Leader KPIs and service delivery targ
* etsClearly articulate business objectives and support Team Leaders in developing and executing operational pl
* ansEnsure effective daily briefings (‘huddles’) are conduc
* tedManage leave and absence to maintain service levels in line with agreed S
* LAsHandle disciplinary and HR matters in accordance with UK employment legislation and company pol
* icyFoster a high-performance, inclusive culture with strong employee engagement and motivat
* ionEmbed reward and recognition practices as part of operational cade
* nceDesign and oversee structured incentive schemes aligned to business outco
* mesPromote cross-functional collaboration and teamw
* orkEnsure policies, procedures, and compliance requirements are consistently adhered
* toIdentify and resolve performance or morale challenges proactiv
ely
Leadership & Team Develop
* mentDeliver structured coaching and mentoring for Team Lea
* dersSupport leadership transition and onboarding p
* lansLead regular call listening and quality review sessions with clear actions and outc
* omesConduct monthly 1:1s focusing on performance, development, and career progres
* sionIdentify and close capability gaps through targeted development p
* lansPromote industry best practice in complaints handling, sales compliance, and remedia
* tionFacilitate knowledge sharing based on insights, audit findings, or customer outc
* omesRun regular improvement workshops and “think tank” sess
* ionsSupport professional development, CPD, and succession plan
* ningManage underperformance through structured improvement plans in partnership wit
* h HRIdentify and develop high-potential ta
lent
Operational Management
* (BAU)Define and deliver against operational objectives and
* KPIsManage delivery of complaints, remediation, or sales support activity in line with regulatory expectations (e.g. FCA guidel
* ines)Translate financial and client objectives into operational delivery
* plansMonitor performance against forecast and adjust resources accord
* inglyDrive efficiency, quality, and customer outcomes across opera
* tionsEnsure accurate reporting and effective MI (Management Information) frame
* worksMaintain robust record-keeping in line with regulatory and audit require
* mentsImplement and oversee quality assurance proc
* essesManage departmental budgets, supplier relationships, and resource alloc
* ationIdentify operational risks and escalate appropri
* atelyDrive continuous improvement and innovation within service del
* iverySupport delivery of change and transformation initia
tives
Client & Stakeholder Mana
* gementSupport Client Directors in maintaining strong client relatio
* nshipsParticipate in WBRs, MBRs, and QBRs with UK-based c
* lientsEnsure internal teams meet client expectations and contractual delive
* rablesIdentify and escalate risks, issues, or service impacts pr
* omptlyPrepare for client engagements and ensure operational rea
* dinessMaintain transparent and proactive communication on performance, risks, and improv
* ementsProvide insights and reporting on service delivery and continuous impro
vement
Change & Transfo
* rmationIdentify and implement operational change init
* iativesSupport wider business transformation pro
* grammesLead and embed change within operationa
* l teamsManage communication and engagement around change a
* ctivityTrack outcomes and ensure successful a
doption
Reporting & Data
* InsightsWork with BI teams to develop meaningful operational r
* eportingAnalyse MI to identify trends, risks, and oppor
* tunitiesUse data-driven insights to inform decision-making and improve per
* formanceDrive continuous improvement through analytics and r
eporting
Req
* uirementsMinimum: GCSEs (or equivalent)
* requiredRelevant degree or professional qualification (d
* esirable)Proven experience in UK financial services (banking, insurance, or equivalent regulatory env
* ironment)Strong experience across complaints handling, remediation programmes, and/or regulated sales env
* ironmentsMinimum 3 years’ experience in a Senior Operations role within a contact centre/BPO en
* vironmentExperience working with UK-based clients and FCA-regulated frameworks (d
* esirable)Strong stakeholder management and client engageme
* nt skillsAdvanced MS Excel / MI reporting c
apability
* Key SkillsLeadership and people
* managementOperational delivery and resourc
* e planningStrong knowledge of complaints, remediation, and sales
* processesAnalytical and problem-solvi
* ng abilityCoaching and mentoring
* capabilityDecision-making and commercial
* awarenessFinancial and operatio
* nal acumenContinuous improveme
* nt mindsetStrong written and verbal communicat
ion skills
Core
BehavioursEmployees are expected to be dependable, driven, and collaborative, aligned to c
* ore values:Bring your bes
* t every dayStrive for continuous
* improvementEmpower and sup
* port othersAct wit
* h integrityTak
* e ownershipDeliver exceptio
nal service