Operations Assistant Manager

Role Overview

The Operations Assistant Manager has direct line management responsibility for the complaints Team Leader/Supervisor role, supporting the Operations Manager in delivering high-performing BFSI contact centre operations. The role is accountable for day-to-day operational control, people leadership, performance management, and quality delivery across assigned teams.

What You Will Do

Support the delivery of daily operational performance, lead operational routines, monitor quality and compliance, and prepare operational reporting. Spend time on the operational floor to observe, coach, and improve performance and capability.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of contact centre performance management, excellent communication skills, and the ability to interpret performance data and take action. They will also be able to lead by example with integrity and professionalism, and promote a diverse, inclusive, and ethical working environment.

Requirements

• Bachelor's degree or equivalent experience in a contact centre or business-related environment
• Proven experience in a Team Leader or Assistant Manager role within a BFSI contact centre
• Experience working in a regulated, performance-driven operational environment
• Demonstrated understanding of contact centre KPIs, quality frameworks, and compliance requirements