Operations manager – bfsi (complaints‑led operations) (hamilton)

[TPUK]





Operations Manager – BFSI (Complaints‑Led Operations)



Management Responsibility for: Operations Assistant Managers (OAMs)

Travel Required: Occasionally

Reports to: VP / Director of Delivery

Location: WAHA

Salary: DOE



Job Summary / Overview

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.

The role is responsible for leading operational teams to deliver safe, fair and compliant customer outcomes, ensuring all client, commercial and regulatory obligations are met, while driving employee engagement, productivity and continuous improvement in line with Teleperformance standards and values.



Key Responsibilities and Accountabilities

(May perform other duties as requested not specifically addressed in this document)

* 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.



Leadership & People Management

1. Lead, coach and develop OAMs and leadership teams through clear performance expectations, coaching and structured development.

2. Ensure consistent, high‑quality 1:1s, quarterly reviews and annual appraisals are delivered across the leadership population.

3. Promote a culture of high engagement, accountability, fairness and inclusion, aligned to TP values.

4. Foster environments where employees feel confident to share feedback and concerns, ensuring swift and fair resolution.

5.