Operations Manager

About the role

We are seeking an Operations Manager to lead our back‑office team in a fast‑paced BPO environment. The role involves overseeing daily operations, ensuring quality and productivity targets are met, and driving continuous improvement while maintaining high employee satisfaction.

Key responsibilities

• Manage and coach a team of agents and assistant managers to achieve SLA, AHT and quality goals.
• Develop and implement strategies to reduce attrition and improve morale.
• Conduct monthly performance reviews, quarterly and annual appraisals, and create development plans.
• Lead reward and recognition programs and process‑excellence initiatives.
• Monitor KPI performance, identify gaps and drive corrective actions.
• Maintain compliance with internal policies, external regulations and information‑security standards.
• Collaborate with the client at the Process Owner level to review progress and address issues.

Required profile

• Minimum 5 years of BPO experience, with at least 3 years in a supervisory role within the insurance sector (preferably UK).
• Proven people‑management and leadership capabilities.
• Strong stakeholder management and problem‑solving skills.
• Ability to thrive in a 24/7 operational environment.
• Passion for people development and performance improvement.

Required skills