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Job Title: Fraud/Complaints Contact Center Manager (CCM) (Senior Operations Manager) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) 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 call center staff (around 200 or more), 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 through your operations manager. 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 through your operations manager 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 a campaign or campaigns of around 200 staff or more, • 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, • Driven to succeed, • Continuous improvement mindset

Financial Controller Manchester/Remote - you will be expected to be in the office 2 times a week Up to £55 per hour (Inside IR35) - Based on a 37.50-hour work week Contract: Until the end of 2025 Overview Digital Skills is partnering with a global leader in the travel industry to hire an accomplished Tax Controller to oversee all tax accounting and compliance activities. You'll be the key point of accountability for tax operations - ensuring accuracy, compliance, and efficiency across all processes. The position involves close collaboration with senior Finance leaders and other business units, along with managing a small, high-performing team. This is an excellent opportunity for someone who enjoys combining hands-on technical work with leadership and continuous improvement. Key Responsibilities: • Take ownership of day-to-day tax accounting and reporting activities., • Oversee and approve VAT and GST submissions across multiple countries., • Ensure the integrity of key balance sheet accounts and financial data., • Deliver high-quality internal and external reports in line with deadlines and standards., • Provide expert guidance to your team in resolving complex tax or accounting challenges., • Partner with senior stakeholders across Finance and the wider business to support operational and strategic objectives., • Liaise with external tax advisors and auditors on compliance matters and queries from tax authorities., • Support the accounting function during monthly close and ensure strong team performance., • Lead, motivate, and develop a small team, encouraging engagement and professional growth., • Maintain full compliance with SOX, statutory audit, and other regulatory obligations., • Significant experience in finance or accounting, ideally within a Big 4 firm or large international organisation., • Deep understanding of indirect tax processes and compliance requirements., • Working knowledge of US GAAP, IFRS, and SOX standards., • Demonstrated success in leading and developing teams, fostering a culture of accountability and collaboration., • Strong communication and organisational skills, with the ability to manage multiple priorities in a fast-paced environment., • Confidence in engaging with and influencing senior stakeholders., • A proactive, analytical, and solutions-focused mindset.

Leading national law firm is looking to hire an English Qualified Personal & Family Wills & Estates lawyer with 3+ PQE to join their high-ranking team. This role is fully remote-working. Role Profile: • As part of a highly successful private client team, you will be involved in providing ongoing advice to a wide range of private clients. In addition to advising on English wills, powers of attorney, estate and trust administration, you can expect to be involved in advising clients on a wide range of complex matters including, estate planning for high-net-worth clients and cross border work. The experienced team act for a range of clients, including individuals, trustees, and executors, from all over the UK and beyond. You will be able to draw on the expertise of specialists from across the firm where necessary., • The Personal team works in close collaboration with the family, tax, corporate, litigation and real estate teams to deliver a complete service to clients. You will also play a key role in the growth of the business by building and maintaining effective client relationships. Core Tasks: You will have the opportunity to experience a wide range of work as follows. • Drafting wills and powers of attorney., • All aspects of trust and estate administration., • Estate planning including the setting up and winding up of trusts., • Assisting with clients’ tax planning advice., • Providing advice to high-net-worth clients and assisting their ongoing needs., • Advising on cross border tax and succession issues., • Taking the lead on client relationships with appropriate support., • Assisting other members of the team with specific tasks as they may require., • Working closely with colleagues in other teams on large, cross-departmental instructions., • Active involvement in building the business through proactive business development activities linked to the practice area's strategic plan. Person Specification: • Circa 3+ years post-qualified with private client/ wills/ estates/ family law experience., • Qualified in England and Wales., • STEP qualification is desirable but not essential., • Strong technical skillset., • Genuine interest and enthusiasm for private client work., • Experience of dealing with complex and challenging issues., • Able to demonstrate a solution driven approach when challenges arise., • Ability to understand clients’ needs and tailor and present advice appropriately., • A strong desire to understand the practice area’s key clients, their requirements, and the challenges they face., • Committed to highest level of client care and service., • Motivated to develop technical knowledge and ability in new areas of practice, with internal support and external training as required., • Ability to use initiative to manage own workload and assist with that of other legal colleagues ensuring quality at all times. Desired Skills: • Excellent communication skills, both verbal and written, with the ability to adapt style as appropriate when dealing with colleagues and clients., • Strong interpersonal skills and experience working effectively as part of team., • Strong analytical skills., • Sound legal knowledge., • Sound commercial and financial skills including taking responsibility for regular billing, WIP and AR management., • Excellent client relationship management skills with a strong commitment to first class service delivery., • Ability to work efficiently and deliver to deadlines whilst managing multiple tasks and competing priorities., • Excellent attention to detail., • Please note this role is fully remote, unless you are based in Scotland and therefore could wok from one of our Scottish offices. On Offer: On offer is a competitive salary and benefits package and remote-working arrangement. To Apply: For a confidential discussion about this position or to apply, please contact: David Thomson- Director Edinburgh: +44 (0) 131 450 7164 Glasgow: +44 (0) 141 244 0260 Aberdeen: +44 (0) 1224 502 044 London: +44 (0) 203 174 2482 Dublin: +353 (0) 1 699 1360 Mobile: +44 (0) 775 380 9223 Email:

Accounts Receivable Manchester/Remote - you will be expected to be in the office 2 times a week Up to £30 per hour (Inside IR35) - Based on a 37.50-hour work week Contract: Until the end of 2025 Overview Digital Skills is partnering with a global travel organisation to find a skilled Accounts Receivable to join their Finance Operations team. In this role, you'll be responsible for managing and reconciling multi-currency bank accounts and Payment Service Provider (PSP) settlements. You'll ensure all transactions are processed accurately, reconciliations are completed on time, and financial controls - including SOX - are consistently met. You'll also play an active role in improving processes, collaborating across teams to drive automation and efficiency, and supporting audits and month-end reporting. Key Responsibilities • Perform daily and weekly bank and PSP reconciliations across multiple currencies., • Clear FEBAN items weekly and ensure all variances are resolved promptly., • Investigate and reconcile cash and suspense accounts, ensuring accuracy and completeness., • Post all relevant financial transactions into SAP and maintain clean ledgers., • Maintain accurate and up-to-date audit documentation, supporting both internal and external audit requirements., • Deliver month-end reconciliations and ensure all reporting deadlines are met., • Partner with IT and Finance Systems teams to address recurring issues and implement long-term solutions., • Strong experience in cash management, bank reconciliations, and financial operations., • Working knowledge of SAP (particularly FEBAN) and related financial modules., • Familiarity with Payment Service Providers (PSPs) and multi-currency reconciliations., • Proficient in Microsoft Office, Google Workspace (Gsuite), Zendesk, and CRBMS.

Job Title: General Manager Location: Urban Playground, Manchester Role Description General Manager of Urban Playground, a premium competitive socialising and entertainment attraction located in Manchester Arndale. You will lead a team of 150+, across F&B and Attractions. Essential Duties and Responsibilities • Ensuring high performing operational and financial management of the venue, including F&B and attractions., • Ensuring efficient customer throughput, maintenance, customer service, experiential and cleanliness standards., • Recruiting, deploying, motivating and managing a management team of 5 and an operational staff team of 100+., • Liaising directly with Urban Playground senior management, The Arndale Center, and stakeholders including partners, suppliers, neighbours and the media., • Providing timely and accurate performance information to UP management, including producing a daily report for each department and for the venue overall., • Dealing with and documenting staff and customer issues using the correct company procedures., • Responsibility for management of IT Infrastructure, Booking Systems, Ticketing and POS Systems., • Ensuring on site Marketing & Communications are within brand parameters., • Ensuring that Safety and Compliance standards are kept high at all times. Other Duties and Responsibilities • Ensure all staff have completed any relevant training., • Proactively contribute to and suggest ways of improving company processes and procedures. Skills Technical • Strong experience in a General Manager., • Experience working in a leisure, visitor attraction, entertainment or hospitality setting., • Experience of managing multi-faceted food and beverage operations., • Experience directly overseeing Profit & Loss., • Experience of working to and achieving clear KPIs., • Excellent understand of general operations and soft facilities management., • Good understanding of Health & Safety management and statutory compliance obligations., • Good understanding of HR procedures., • Good understanding of technology including Microsoft Office. Personal • Positive, ‘Can do’ attitude, picking up any additional responsibilities to help the wider team., • Behave with discretion, honesty and professional integrity at all times., • Ability to work independently with strong leadership qualities., • Excellent attention to detail and organisation., • Ability to think on your feet and adapt., • Excellent verbal and written English is required for this role.

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