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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

A fast-growing, privately-owned B2B products business is seeking a Chief Revenue Officer to lead its commercial strategy and sales function on its next stage of growth.This is a pivotal leadership role, reporting directly to the Managing Director and working closely with the senior leadership team.Y

A dynamic and growing company looking for a talented and enthusiastic Managing Director to join their team in the northwest. They are seeking a results-driven and operationally focused Managing Director to lead a mid-sized packaging manufacturing facility in Northwest England.

Managing Director - Role and Responsibilities - MD / Director / Senior Leadership / Management. Managing Director - Skills and Abilities MD / Director / Senior Leadership / Management. Managing Director / MD / Director / Senior Leadership / Management.

Managing Director UK: Closed to new applicants.

As the Managing Director and Head of Brussels, you will report directly to the CEO and have the opportunity to work closely with inspiring senior professionals at the board level, receiving valuable mentoring and guidance as you drive the organisation’s mission forward. Our client, an influential

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Managing Consultants / Associate Partners / Partners will work with the Scientific Services and.

This is a transformational leadership opportunity with a market-leading HVAC manufacturer.The role is based remotely (home-based) with national and international scope and carries full P&L responsibility.You will shape strategy, culture, and performance while driving sales, operational excellence, a

The MD/CEO reports to the Chairman, Board of Directors and has overall responsibility for leading and directing the affairs of the Bank, including the development and implementation of the board approved business model, formulating strategies and ensuring policies and procedures are robust and adequ

Skilled at managing competing priorities, tracking progress, resolving issues, and maintaining delivery momentum.

As we continue to grow our portfolio, we are proactively engaging with candidates who have the leadership experience and operational expertise to step into Managing Director roles within our vertical market software companies. As Managing Director (MD), you will lead one of Everfield’s portfolio c

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UK Managing Director : Closed to new applicants.

Managing Director and Executive Coach. Managing Director and Executive Coach.

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We are seeking an exceptional Managing Director to guide Marcliffe through this exciting transformation. As Managing Director, you will:.

Assistant Bar Manager/ Drinks Operations Manager - Gaynes ParkJoin Our Exceptional Events Team up to £28k.We are not just looking for an assistant bar manager, we are looking for a Drinks Operations Manager who is creative, passionate, and experienced professional to lead our bar team, elevate our

We’re Popeyes UK – and we’re here to bring the world’s best fried chicken to the UK with bold flavour, big energy, and serious southern hospitality.We’re growing fast, and we’re looking for an Assistant General Manager who’s ready to step up, lead with passion, and help us become the U

Role overview: General Manager Chingford Currys, Chingford Permanent Full Time At Currys we’re united by one passion: to help everyone enjoy amazing technology.The information below covers the role requirements, expected candidate experience, and accompanying qualifications.As the UK’s best-know

Operations Manager - Complex Care£60,000 per annumSouthwest basedRole PurposeThe Operations Manager will provide strategic leadership and operational direction across a designated region, ensuring high standards of care, regulatory compliance, and sustainable business growth.This role carries accou

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Summary:My client is looking for an experienced Telephone Account Manager Account Management and Business Development; a self-motivated, ambitious and experienced in B2B sales.The company specialise in a bespoke food offering for the UK Food Distribution market.Salary: £28,000 + Bonus + Mobile + L

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Currently entering a period of growth and business change, this leading employer is looking to add to its team with the appointment of a Project Manager.This organisation has recently been given sign off on a number of projects within the national security sector to bring the government's IT systems

We’re Popeyes UK – and we’re here to bring the world’s best fried chicken to the UK with bold flavour, big energy, and serious southern hospitality.We’re growing fast, and we’re looking for an Assistant General Manager who’s ready to step up, lead with passion, and help us become the U

Recruit4staff are proud to be representing their client, a leading hospitality group in their search for a General Manager to run a Gastro Pub in New Brighton, WirralWhat our client is offering the successful General Manager: Annual salary £30,000 per annum40 hour contract - working hours will vary

Astute’s Power Team is exclusively partnered with an independent power producer to recruit for a General Manager to join their team in Grangemouth overseeing the operations and maintenance performance of an Energy from Waste Power Station.The General Manager role comes with a basic salary of up to

We've partnered with a well-established and growing HVAC contractor based in Sussex, with over 10 years of industry experience.They provide full turnkey solutions-from installation through to service and maintenance-and are a trusted Daikin, Mitsubishi and Panasonic Business Partner.Due to continued

Ten (10) plus years Hotel Leadership preferred in a combination of five-star hotels and/or luxury cruise, position title could include General Manager, Hotel Manager, EAM or Director of Operations. Proven record as a successful hospitality leader with a high degree of knowledge in all aspects of Cru

Do you have a background in a SPC Management? Experience of the operation and management of PFI Contracts? Have a background in Engineering of Building Surveying? Would you like a join an award winning leader in the PFI space? If so we could have the job for you.Role SPC Manager aka SPC General Mana

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Our StoryFrom its inception in 1994, Chrissie Ruckers vision was to build a company that specialised in stylish, white, designer-quality items for the home that were not only exceptional quality, but also outstanding value for money.In addition to this devotion to simplicity, it was imperative the c

Supervise the operation of Accounts & Finance functionalities of the Group.Update monthly bank accounts, making bank reconciliation, and prepare report for the management.Monitor, supervise & guide the team members for the timely preparation of Reconciliation Statements related to finance & accounts

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Strong leadership experience managing multi-functional teams.

Managing daily operations, including service, rotas, stock control, and cost/KPI management.

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