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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

The Assistant Financial Controller will support the financial operations of a leading industrial and manufacturing company, ensuring accurate reporting and compliance.This role is ideal for a detail-oriented professional with senior experience in financial reporting.This is a well-established, medi

About the Role - Retail Assistant Manager. As Retail Assistant Manager, you will support the Store Manager in all areas of store operations. Retail Assistant Manager | Leamington Spa | Up to £29,000 + Bonus.

About the Role - Retail Assistant Manager. As Retail Assistant Manager, you will support the Store Manager in all areas of store operations. Retail Assistant Manager | Leamington Spa | Up to £29,000 + Bonus.

The Assistant Building Manager will play a key role in supporting the day-to-day FM operations, ensuring compliance, exceptional customer service, and smooth coordination of all building services.

Are you a highly organised, proactive, and solutions-focused Personal Assistant ready for your next challenge?.Do you thrive in a fast-paced environment, supporting senior leaders, and keeping operations running seamlessly? If so, wed love to hear from you.Were offering an exciting opportunity for a

As Store Manager, you'll take full ownership of the store's operations, driving sales, motivating your team, and delivering an exceptional shopping experience. Previous retail management experience (Store Manager or Assistant Manager level). Proven track record of delivering against KPIs and driving

Ready for the next step in management with the UK’s largest Automotive service, maintenance and repair business and we offer great career opportunities, benefits, and an uncapped bonus scheme! As an Assistant Manager, you’ll work alongside the Centre Manager to provide productive management and leadership, driving profitability, with firm focus on the customers journey. You will have had previous hands-on experience as a mechanic or management experience in a similar environment as you will be dividing your time between the workshop, working alongside the technicians, and assisting the Centre Manager with daily sales and customer service. If you have the desire to help drive business performance, passionate about customer experience, and are looking for a long-term career with excellent progression and training schemes, this really could be the perfect opportunity for you, don’t delay apply today! • Maximum amount £33,100 per annum, • Average uncapped bonus of £7,100 per year (with potential to earn more), • 5 days a week (This centre is closed on Sundays), • 5.6 weeks’ annual leave, • Up to 50% off garage bills in our Autocentres and 25% off most our Halfords products in our retail stores, • Discounts on everything from groceries, shopping, insurance, days out, restaurants and more, • Family & Friends Discount Events, • Opportunity to buy a Trade Price Bike & enrol in the Cycle to Work Scheme, • Financial planning support via Wagestream - access up to 30% of your salary in advance, • GP Access, 364 days a year, 24 hours a day, • Join the Share save scheme with a 20% discount on shares, • Health Cash Plan – to access wellbeing services and claim back healthcare costs, • Pension Scheme & Life Assurance, • You will be given every opportunity to progress your career at Halfords. This includes access to hybrid training plus the ATA & MOT Tester Qualifications too. What we’re looking for: • Proven ability to deliver high levels of customer satisfaction through effective management and leadership, • Experience in coaching, training, and developing colleagues in the moment, • Strong technical/mechanical knowledge, ideally supported by a Level 2 or Level 3 qualification in Light Vehicle Maintenance (or equivalent experience), • Solid understanding of workshop operations, diagnostics, and vehicle maintenance processes, • Bring your own set of tools and put them to great use in a busy, well-equipped workshop, • Experience of maintaining compliance with Health & Safety standards, • Excellent verbal and written communication skills, • IT proficient, with the ability and willingness to learn in-house systems, • Strong organisational and time management skills Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

The Assistant Reception Manager - Lates is responsible for supporting the Reception Manager and Night Operations Manager in overseeing all night operations, ensuring smooth running of the property, maintaining excellent guest service standards, and providing leadership to the Reception and Night Tea

Our client, a top-tier law firm with a strong national reputation, is seeking a professional, proactive, and highly organized Transactional Legal Assistant to contribute to business-critical legal operations. Join a collaborative legal support team where your experience in transactional law can trul

As Assistant Bars Manager, you will support the Bars Manager in managing all aspects of the liquor operation within the conference and events operations department. An Assistant Bars Manager within the Conference and Events Operations Team supports the Bars Manager to offer a high quality, efficient

Are you practical, proactive, and passionate about creating safe and welcoming environments for young people to thrive? Ark St Alban’s Academy is looking for a dedicated Site Assistant to help maintain our school site to the highest standards. You’ll support the day-to-day operations of the site

As Assistant Bars Manager, you will support the Bars Manager in managing all aspects of the liquor operation within the conference and events operations department. An Assistant Bars Manager within the Conference and Events Operations Team supports the Bars Manager to offer a high quality, efficient

We are seeking a detail-oriented and motivated Administrative Assistant to join our team.This role is central to keeping our operations organized and efficient, while providing support across multiple areas of the organization.The ideal candidate is professional, resourceful, and eager to assist whe

The Department Assistant will provide administrative support to the Transmission and Distribution group management to ensure continuity of daily department functions and operations by collaborating to provide and present department information. This position coordinates with department management to

We are looking for a hardworking and flexible General Assistant to join our team in Dudley.This is a varied role that will involve supporting day-to-day operations, ensuring a clean, safe, and welcoming environment, and.Carry out general cleaning and housekeeping duties.Provide support to the wider

We’re looking for someone who is passionate about fashion retail and aligned with our company values. Ideal for candidates currently working as a Deputy Store Manager, Retail Operations Supervisor, Store Management Associate, Assistant Retail Manager, or Sales Floor Manager. Innovation is key to o

We're currently recruiting for an Assistant Site Manager to join our Eastern Division, for our Wycke Place development in Maldon, Essex. What does it take to be a successful Assistant Site Manager at Crest?. To carve a career as a quality Assistant Site Manager with Crest, you’ll be proactive and

And this isn’t just any job.Service Manager in leading a well-established supported living service.This is more than a job—it’s a chance to shape lives, empower individuals, and grow as a leader in a values-driven organisation.They’re always improving the service, considering the

The Assistant Manager acts as a responsible first aider and is always on hand to speak with parents, staff or central office personnel, working alongside the Site Manager to ensure operating procedures and policies are followed correctly. Assistant Manager - Nationwide. The Assistant Manager has spe

Assistant Manager - Birmingham. Join Hollywood Bowl Group as an Assistant Manager, in return you’ll get:. When joining Hollywood Bowl Group as an Assistant Manager, you will receive a thorough induction, to set you up for success and make sure you are fully trained across all areas of the bus

As a 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 residents' wellbeing and helping them enjoy daily life with u

Our Assistant Managers act as a role model to our Cosy Clubbers and can spot when your attention is required from the corner of your eye and act on it. As an Assistant Manager you need to be passionate, professional and personable.

To join us as a Care Assistant you'll need to have some experience of caring for older people, a can-do approach and excellent communication skills. As a Care Assistant at a Barchester care home, you'll help residents enjoy each day by making sure they get the quality care and support they deserve.

You will handle everything from managing shift operations in our busy, fast-paced environment to conducting administrative tasks, liaising with Chefs, Management, and Suppliers. This role encourages our assistant managers to lead, mentor, and create impactful results for the team. As an Assistant Ma

When joining Hollywood Bowl Group as an Assistant Manager, you will receive a thorough induction, to set you up for success and make sure you are fully trained across all areas of the busy centre, including the lanes, the bar and diner, and the amusements area. Assistant Manager - Birmingham.

You will handle everything from managing shift operations in our busy, fast-paced environment to conducting administrative tasks, liaising with Chefs, Management, and Suppliers. This role encourages our assistant managers to lead, mentor, and create impactful results for the team. As an Assistant Ma

Act as a communication hub between the maintenance team, contractors, and other departments, ensuring seamless operations.

Barchester's rapidly expanding accounts team have an opportunity for a Sales Ledger Administrator to join our established Sales Ledger team.This varied position will involve supporting the Sales Ledger Manager to ensure timely and accurate sales invoicing, resolving queries from more than 240 nursin

Act as a communication hub between the maintenance team, contractors, and other departments, ensuring seamless operations.

As a Bank Care Assistant at a Barchester care home, you'll help residents enjoy each day by making sure they get the quality care and support they deserve. As a Bank Care Assistant, you could be doing anything from supporting residents with their food and drink and following care plans to ensuring t

Supply Catering Assistant, Various Housing with Care Locations.

Many of our Senior Carer Assistants progress into Care Practitioner, Regional Carer or nursing roles. As a Bank Senior Care Assistant at a Barchester care home, you'll look after the different needs of our residents to enable us to deliver quality, person-centred care and support. Your role will inv

The Team Leader - Marine Superintendent provides information and advice to the Executive Manager to support service and directorate decision taking and the provision of support to Elected Members in determining the Council’s overall strategic objectives and priorities in relation to Ferry Operatio

As a Regional Senior Care Assistant with Barchester care homes, you'll deliver warm, empathetic and respectful care and support across a 20-mile radius to help our residents get the most out of life. The role of Regional Care Assistant is very varied and also involves providing support and companion

Location: West Bromwich & Great Barr.Driver: Essential due to this being a dual site opening.We are unable to consider skilled or student visa applicants for this opening.Applicants will need to hold a minimum of 12 months' right to work in the UK.CareTech is a person-centred care company that p

As a Care Assistant at a Barchester care home, you'll help residents enjoy each day by making sure they get the quality care and support they deserve. As a Care Assistant, you could be doing anything from supporting residents with their food and drink and following care plans to ensuring that each o

Whether you are an experienced senior care assistant or are ready to take your first step into a senior role, we will provide you with a thorough induction and training programme to further develop your skills along with the support and guidance of a well-established team who truly value their coll

As a Bank Care Assistant, you could be doing anything from supporting residents with their food and drink and following care plans to ensuring that each of our residents has one-to-one time. To join us as a Bank Care Assistant you'll need to have some experience of caring for older people, a can-do

We are seeking two dedicated F&B Assistant Manager’s to join our teams in the Ryder Restaurant & Brabazon Bar. As Food & Beverage Assistant Manager, you will work alongside the managers to lead and organise your team to deliver excellent operational standards and maximise revenue in th

HR Course Programme Job Guarantee Included.Complete online training designed to take you from zero experience to your first HR administration role.Study part-time, build fundamental skills, and get dedicated job placement support until you're hired.Flexible financing options available, with payment

We’re looking for a hardworking and proactive Back of House Assistant Manager to help oversee the smooth running of our kitchen operations. Whether you're drawn to our iconic golf courses, the serenity of the spa, the excitement of guest services, or our behind-the-scenes operations, there's a pla

HR Course Programme Job Guarantee Included.Complete online training designed to take you from zero experience to your first HR administration role.Study part-time, build fundamental skills, and get dedicated job placement support until you're hired.Flexible financing options available, with payment

Fraud Operations brings together operational areas who delightfully support customers in their moment of needs This could range from speaking to a customer about an interrupted transaction to a customer who has been the victim of a complex scam. Customer experience is at the heart of everything that

HR Course Programme Job Guarantee Included.Complete online training designed to take you from zero experience to your first HR administration role.Study part-time, build fundamental skills, and get dedicated job placement support until you're hired.Flexible financing options available, with payment

Oversee daily operations across multiple services, ensuring regulatory compliance, operational excellence, and a motivated, high-performing team.

HR Course Programme Job Guarantee Included.Complete online training designed to take you from zero experience to your first HR administration role.Study part-time, build fundamental skills, and get dedicated job placement support until you're hired.Flexible financing options available, with payment

We have an amazing opportunity for you to become a Personal Assistant to a young disabled lady at her home in Birmingham.