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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