Operations Manager – BFSI (Complaints-Led Operations)

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

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

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

• 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.

Client & Stakeholder Management

• Build strong, trusted relationships with BFSI clients, demonstrating deep understanding of complaints frameworks, regulatory obligations and strategic objectives.

• Work closely with internal stakeholders to manage dependencies, resolve issues and deliver agreed outcomes.

• Inspire a client-centric culture that consistently meets and exceeds expectations.

Main Job Requirements

Education and Specific Training

• Bachelor’s degree or equivalent experience in a contact centre or business-related field.

Work Experience

• 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.

Special Certifications

• Lean Six Sigma Yellow or Green Belt preferred.

Required Skills

Technical Skills

• 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.

Competencies and Specific Skills

• 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

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.

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