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Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required: No Reports to: VP / Director of Delivery Location: Site-Based or Working At Home Contract Type: TBC Grade: TBC Job Summary / Overview The Fraud/Complaints CCM is the manager of the staff, premises, operations and their relationship with the Clients as appropriate for his or her programme/s and site/s, ensuring that financial and quality targets are achieved according to budget, using Teleperformance standards that are applicable for the business. The CCM is responsible for operational delivery (Performance and P&L), the role based on site and/or working at home (WAH). In Complaints you will manage the LOB you must ensure customer complaints are investigated, resolved, and reported in line with company policies, regulatory requirements, and customer service standards. The role focuses on improving complaint resolution efficiency, identifying root causes, and driving continuous improvement to enhance the overall customer experience. With our Fraud telephony lines, you will manage an LOB and play a key role in protecting our customers by identifying and mitigating fraud threats. You will work collaboratively with stakeholders across the business, leveraging your expertise to help assess and enhance fraud controls. Additionally, you will engage with industry bodies and regulators to ensure alignment with best practices and regulatory requirements. Key Responsibilities and Accountabilities (may perform other duties as requested not specifically addressed in this document) • Manages and is responsible for day-to-day activities of one or more unit of operations, • Is fully accountable for performance of their business unit/s across all business and client targets, including all financial metrics, client KPIs, absence, attrition, engagement and others as appropriate, and takes appropriate steps with their teams (with the support of others where appropriate) to ensure good performance is consistently achieved, • Strategically plans with VP / Director of Delivery and executes to enhance profitability, productivity, and efficiency throughout the company’s operations, • Owns the delivery of all financial targets and GM, by setting appropriate budgets, controlling spend and creating plans to rectify if not on target to deliver against financial forecasts, • Manage the daily/weekly/monthly P&L, • Oversees the daily operation of the call centre and its various components, ensuring SOW compliance and KPI goals. Including CSAT, ESAT and KSAT, • Prepares/reviews financial and/or operational analysis and reports on a daily / weekly / monthly basis, • Spends time on floor to audit current procedures to monitor and improve efficiency of operations, • Implements processes to ensure that teams can manage their operations intra-day, by day, week and month to prioritise their actions for the day, • Leads, manages, develops and motivates a team of ACCM’s in line with organizational management processes (TOPS) with the focus on developing a highly motivated Contact Centre, • Carries out monthly 121s, as well as quarterly reviews and annual appraisals of performance for each ACCM, highlighting areas for coaching, training, and further development. Puts activities in place to progress performance improvements or personal development as needed, • Ensures ACCMs and Team Leaders in business unit/s are likewise carrying out reviews with their direct reports and performs audits to ensure high quality conversations are taking place, and appropriate support is being applied, • Participate in monthly and quarterly ATAC meetings, • Continuously investigate and introduce process improvement measures and either signing off actions or raising to a higher level if appropriate, • Demonstrates expertise on Teleperformance’s tools, service offerings and processes, and a deep understanding of the client’s requirements, to enable identification of appropriate solutions to increase performance, quality and customer experience outputs. Can also confidently talk about these options to prospective new clients and host visits to their business unit/s to showcase Teleperformance’s capabilities, • Hosts client MBRs and QBRs as needed to ensure ongoing client confidence of performance and development of strategic direction for the business area/s, • Develops or assists with the development and implementation of policies and procedures consistent with those of the organisation, • Builds relationships and works closely with own team and key stakeholders to achieve optimum performance and engagement levels at all times, developing and implementing strategic initiatives across the site with their support, • Fosters a culture of high employee engagement, where local, national and global recognition programmes, awards, incentives and engagement initiatives are delivered effectively on site, • Creates opportunities for employees in their business unit/s to regularly voice their opinions, feedback, ideas and concerns, and responds swiftly to effectively resolve any issues., • Works together with their teams and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas, • Works in close partnership with the client to understand their business and their strategic objectives, inspiring a culture of client-centricity to meet and exceed performance expectations, • Completes business critical reports on time and ensure this includes meaningful and relevant information and commentary. This includes the AMF, Contribution Report, Drill Sheet, Stoplight Report, and any client specific reports not completed by Client Services, • Leads a business culture where data protection, security and prevention of fraud is a top priority for all job roles within account areas, driving full operational compliance with all GECSP, HR and other policies and procedures, • Responsible for the health, safety and welfare of yourself, your team and surrounding colleagues. Work with your cluster VP to deliver all health & safety needs, promote a strong health and safety culture, demonstrate leadership and commitment with respect to the safety management system. Identify opportunities for continual improvement, • Leads by example and consistently demonstrates the Teleperformance values of Professionalism, Integrity, Commitment, Innovation and Respect in every interaction, • Fosters a working culture which is built on embracing diversity, respect and positivity, and has a zero-tolerance attitude towards bullying & harassment, and any other unethical behaviours or practices, • Other duties as assigned. Main Job Requirements Education and Specific Training • Bachelor’s degree or equivalent experience in a call centre or business related field (e.g., management, sales) Work Experience • Minimum 3 years’ experience of complaint management in a regulated environment preferably Financial Service, • Minimum 2 years’ experience of fraud management in a regulated financial services environment, • Experience of managing a large operation of 200+ people, • Lean Six Sigma certification at Green Belt level, preferred - Required Skills Technical Skills • Comprehensive computer skills, • Proficient use of Microsoft Office tools including MS Word, PowerPoint, Excel, Outlook and others, • Ability to use Excel’s advanced analytical tools such as run charts, histograms, pareto charts, scatter plots etc., preferred Competencies and Specific Skills • Achievement oriented, • Superior analytical ability, • Superior communication skills, • Robust and commercially balanced decision-making, • Flexibility, • Sound reasoning & judgement, • Excellent leadership and management skills, • Planning and organizing, • Lead by example / integrity, • Problem Solving, • Employee & Client satisfaction orientated, • Self-motivated and can motivate others, • Highly advanced team building skills, • Strategic and commercial thinker, • High levels of resilience and focus, • Coaching focus, • Advanced facilitation & presentation skills, • Advanced project management skills, • Advanced change management skills, • Advanced KPI knowledge and understanding, • Commercially astute

Everyone is welcome at M&S. No exceptions. It’s your background, abilities and differences that make you, uniquely you. And when you’re part of M&S, that individuality has the potential to make waves. Summary Designate Team Manager - UK All the details Join our team at M&S as a Team Manager in Foods, where you'll lead by example as a champion of our high-quality products, offers, and services. We're seeking passionate leaders who take pride in their food knowledge and are eager to share it with both colleagues and customers. Your primary focus will be on providing remarkable service and enabling your team to deliver to the highest standards, ensuring that our customers feel valued every day. You'll actively engage with customers to understand their preferences and create opportunities to continuously improve their shopping experience. · Being digitally confident is essential. You'll utilise our digital tools, such as the Sparks App, to enhance both the customer experience and ensure they get the products they want when they need them. And you’ll be confident in coaching your store colleagues, driving digital capability and supporting them to perform at their best every day. · Efficiency and effectiveness are key aspects of your role. You'll be a skilled retail professional putting customers at the heart of all decision making, while leading your team to achieve the same. · Being a passionate leader with the ability to effectively motivate, prioritise and delegate is crucial. You'll take responsibility for creating a great inclusive store environment, supporting and respecting your team members to be their best. · Flexibility is also vital, and you will be agile in your approach. You should be confident to work effectively and lead teams across the store, adapting to the changing demands of the retail environment seamlessly. Are you ready to lead? Take your marks and get ready to apply. Purpose • Support the growth and profitability of the store through the implementation of the retail plan and delivery of the KPI measures for their area of accountability, • Role model great customer service and ensures the delivery of a customer focused service proposition through the team that delights our customers, • Recruit, and develop great talent and capability within the customer assistant team supporting the succession requirements of the store and region, • Ensure colleagues understand and are motivated to deliver their part, • Support the store to trade safely and legally, protecting Customers, Colleagues and the M&S brand, • Drive profitability and sales for their area through supporting the delivery of the Retail Plan and Store KPI’s, • Supports the delivery and embedding of the business transformation plan and change initiatives for their area, • Delivers great standards and service by setting clear expectations with store colleagues, • Create the right culture, role modelling new digital ways of working and leadership behaviours, • Create a multiskilled team, coaching and training the team to fully utilise all the tools available to serve and sell well, • Deliver brilliant basics through the team, • Seeks customer feedback and takes action to deliver improvement, • Uses data and insight to improve customer instore experience, improve the operation and drive performance, • Support the delivery of Plan A, • Regularly review individual performance through quality conversations, managing underperformance where required and celebrating success, • Recruit for the team, ensuring new starters have a brilliant onboarding experience, • Deliver all line management activities in line with company process and policy, • Build an active working partnership with BIG, provide feedback and support the development of BIG reps, • Deliver operational excellence to maximise product availability, minimise stock and cash loss, • Ensure process and task is delivered in line with business expectation and operating standards allocating resource accordingly, • Maintain a safe and legal store environment, • Ability to lead a team to deliver excellent customer service and KPI’s across the store, • Create the right culture, role modelling new digital ways of working and leadership behaviours, • Has a good understanding and up to date knowledge of commercial, visual, operational and people processes and systems, • Uses all available data and MI to identify commercial, visual, cost savings & customer opportunities to increase profit, • Good working knowledge of VM principles, • Good level of digital capability and an understanding and use of all systems, • Good knowledge of the legal requirements across their area of accountability and the store, • Knowledge of our people policies and managing performance within a team, • The ability to have difficult conversations with effective resolutions with colleagues, • Good communicator and listener who will inspire, share their knowledge and best practices with others, • Ability to plan and review across the week and the month, • Ability to deliver under pressure demonstrating resilience, • Ability to build and maintain relationships with key stakeholders across the store and region, • Successfully embeds change for lasting commercial impact and results, • Addresses beliefs and mindsets around resistance to change and supports colleagues in adapting, • Takes ownership and accountability for the success of their team, • Spends time coaching colleagues to accelerate performance and personal growth, • Recognises high performance and supports poor performers to improve, • Shows colleagues why they matter to M&S, their part to play in delivering the plan and what the results of their work are, • Uses customer feedback and market trends to guide teams work, • Helps teams understand information and business messages by actively seeking out opinions and asking questions, • Uses a combination of channels and technology to communicate, ensuring timely, clear and open communication with colleagues, • Customers, • Colleagues, • Store Leadership, • Regional Leadership, • BIG #LI-MM1

Prograd is a platform built for Gen Z, offering an exciting way to earn money and learn about finance.Complete tasks like product testing, opinion-based surveys, and more, while getting paid to level up your financial knowledge through fun, interactive learning modules.What’s better? After sig

Interpath Advisory is seeking a proactive and skilled Assistant Manager to join our Financial Modelling team. Conduct analysis of financial data and prepare reports to aid in decision-making processes. Experience in working collaboratively within teams and managing multiple tasks concurrently.

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Resolving queries and requests for information from Managers and employees whether received electronically or over the telephone, ensuring that relevant data protection checks are carried out.

Admin Assistant - Care Home - Wilton. As an Admin Assistant at a Barchester care home, you'll carry out a range of responsibilities to help us deliver the quality care and support our residents deserve. Across everything you do as an Admin Assistant here, you'll go out of your way to help us create

Shipping Administrator up to £30k Derbyshire.The purpose of this role is to manage and co-ordinate all aspects of the export shipping process, ensuring customer orders are despatched accurately, efficiently, and on time.This includes liaising with freight forwarders, shipping agents, and customers;

Activities Assistant - Bank - Care Home - Wouldham.

LocationMilton Keynes Buckinghamshire MK9 1AN.Job Description:Skills Required:.Update, communicate, and manage deployment plan.Oversee the successful delivery of the app remediation activity to ensure signed-off business areas can get added to the plan.Provide information support and reporting to up

As a Bank Housekeeping Assistant at a Barchester care home, you'll help to create a warm and homely environment that enables us to meet each resident's unique needs. Keeping the home clean and safe is no small task, which is why the role of a Bank Housekeeping Assistant is so important. To join us a

Producing reports including sales and data analysis, order books, survey reports, and training manuals.

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Temporary Student Administrator job based in Halifax.This Student Administrator job has been made available in Halifax, from September to December.The school has a very dedicated workforce that focusses on the educational outcomes of all students and aims to create a learning community that is both

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Understanding of data protection and confidentiality. These roles will be providing comprehensive administrative and operational support to the Centre Operations team, including handling customer communications, managing data and systems, and supporting continuous improvement initiatives. Assist wit

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Quoting: Prepare accurate quotations for spare parts, covering both our own machinery and other OEM equipment.Order Management: Enter orders into production systems, generate purchase orders, and coordinate timely procurement from suppliers.Shipping & Logistics: Organise dispatch of parts via courie

Activities Assistant - Bank - Care Home - East Hoathly.

Interpret and validate complex payroll data sets across legacy systems (e. Strong Excel skills and data handling capabilities.

Housekeeping Assistant - Bank - Care Home - West Parley. As a Bank Housekeeping Assistant at a Barchester care home, you'll help to create a warm and homely environment that enables us to meet each resident's unique needs. Keeping the home clean and safe is no small task, which is why the role of a

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Kitchen Assistant - Bank - Care Home - Horndean. As a Bank Kitchen Assistant at a Barchester care home, you'll help to provide the first-class food and hospitality that enable us to give our residents exceptional all-round care and support. A healthy, nutritious diet is vital to ensuring our residen

Input and update data in relevant systems.

If you have the ability to multi-task, good computer skills and a confident telephone manner you could be well-suited to the Admin Assistant role with us. Admin Assistant - Bank - Care Home - Horndean. As a Bank Admin Assistant at a Barchester care home, you'll carry out a range of responsibilities

You will input data into our systems from locations using our various online systems looking after invoice data and payroll entries.

Maintenance Assistant - Bank - Care Home - Horndean. As a Bank Maintenance Assistant at a Barchester care home, you'll help to create the safe and attractive surroundings that will enable us to give our patients the quality care and support they deserve. In the role of Bank Maintenance Assistant, yo

Complete electronic and/or manual data entry / record keeping in an accurate and timely manner, to agreed format and standards.

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Retail Sales Assistant - Leeds. Retail Sales Assistant Retail - Leeds Contract: Part time.

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Maintain accurate regional databases of workforce deployment, site location, and team allocation.

Supply Catering Assistant, Various Housing with Care Locations.

Social Care Assistant, St Brendan's Care Home, Isle of Barra (4250).

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Sports Administrator - S26 - Accommodation Available - Opportunities in Greece & Turkey.Waterfront Manager & Operations Manager.Would you like the opportunity to combine your love of water sports with travel? Mark Warner invites you to join our team as a Windsurf Instructor, where your passion beco

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As Trainee Care Assistant, you’ll play a key role in our care team, bringing warmth, kindness, and a commitment to excellence.

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Thinking About a Career Change? Why Not Choose HR?.If you've reached a crossroads in your professional life and are looking for a fresh start in a people-focused, rewarding industry then Human Resources might be exactly what you’re looking for.Many of our candidates come from diverse professional

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