Operations Manager

Huntswood; Glasgow; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Huntswood in Glasgow is seeking an Operations Manager to drive operational delivery across complex customer complaint and remediation activity within UK Financial Services. The role combines leadership of Team Leaders with strong focus on regulatory compliance and customer outcomes.

You will oversee KPIs, coaching, and change initiatives in a hybrid setup, collaborating with UK-based clients and internal stakeholders to ensure timely, compliant delivery.

Qualifications

• UK Financial Services experience (banking, insurance or regulated environment).
• Experience in complaints handling, remediation programmes, and/or regulated sales environments.
• Minimum of 3 years' experience in a Senior Operations role within a contact centre or BPO.
• Experience with UK-based clients and FCA-regulated frameworks is essential.
• Strong stakeholder management and client engagement skills.
• Advanced MS Excel and MI reporting capability.

Responsibilities

• Define and deliver against operational objectives and KPIs.
• Manage delivery of complaints, remediation, or sales support activity per regulatory expectations (FCA).
• Translate client objectives into operational delivery plans and monitor performance against forecasts.
• Drive efficiency, quality and customer outcomes across operations.
• Maintain robust MI reporting and regulatory-compliant record-keeping.
• Lead and develop Team Leaders; coach, mentor, and conduct regular 1:1s.
• Manage budgets, supplier relationships and resource allocation.
• Identify risks and drive continuous improvement and service transformation.

Skills

Leadership

Operations delivery

Regulated processes

Analytical thinking

Coaching

Decision-making

Commercial awareness

Communication skills

Job description

Operations Manager (UK Financial Services)

Glasgow - Hybrid (3 days on site)

The Operations Manager will be responsible for driving effective operational delivery across complex customer complaint and remediation activity, ensuring alignment to both internal objectives and UK client requirements. The role requires strong leadership, operational oversight, and experience within financial services, particularly across complaints handling, remediation programmes, or customer-facing sales environments.

Key Responsibilities

People Management

• Manage and drive performance against Team Leader KPIs and service delivery targets.
• Clearly articulate business objectives and support Team Leaders in developing and executing operational plans.
• Ensure effective daily briefings ("huddles") are conducted.
• Manage leave and absence to maintain service levels in line with agreed SLAs.
• Handle disciplinary and HR matters in accordance with UK employment legislation and company policy.
• Foster a high-performance, inclusive culture with strong employee engagement and motivation.
• Embed reward and recognition practices as part of the operational cadence.
• Design and oversee structured incentive schemes aligned to business outcomes.
• Promote cross-functional collaboration and teamwork.
• Ensure policies, procedures, and compliance requirements are consistently adhered to.
• Identify and resolve performance or morale challenges proactively.

Leadership & Team Development

• Deliver structured coaching and mentoring for Team Leaders.
• Support leadership transition and onboarding plans.
• Lead regular call listening and quality review sessions, ensuring clear actions and outcomes.
• Conduct monthly 1:1s focused on performance, development, and career progression.
• Identify and close capability gaps through targeted development plans.
• Promote industry best practice in complaints handling, sales compliance, and remediation.
• Facilitate knowledge sharing based on operational insights, audit findings, and customer outcomes.
• Run regular improvement workshops and "think tank" sessions.
• Support professional development, CPD, and succession planning.
• Manage underperformance through structured improvement plans in partnership with HR.
• Identify and develop high-potential talent.

Operational Management (BAU)

• Define and deliver against operational objectives and KPIs.
• Manage the delivery of complaints, remediation, or sales support activity in line with regulatory expectations (e.g. FCA guidelines).
• Translate financial and client objectives into operational delivery plans.
• Monitor performance against forecasts and adjust resources accordingly.
• Drive efficiency, quality, and customer outcomes across operations.
• Ensure accurate reporting and effective MI (Management Information) frameworks.
• Maintain robust record-keeping in line with regulatory and audit requirements.
• Implement and oversee quality assurance processes.
• Manage departmental budgets, supplier relationships, and resource allocation.
• Identify operational risks and elevate appropriately.
• Drive continuous improvement and innovation within service delivery.
• Support the delivery of change and transformation initiatives.

Client & Stakeholder Management

• Support Client Directors in maintaining strong client relationships.
• Participate in WBRs, MBRs, and QBRs with UK-based clients.
• Ensure internal teams meet client expectations and contractual deliverables.
• Identify and escalation risks, issues, or service impacts promptly.
• Prepare for client engagements and ensure operational readiness.
• Maintain transparent and proactive communication regarding performance, risks, and improvement activities.
• Provide insights and reporting on service delivery and continuous improvement initiatives.

Change & Transformation

• Identify and implement operational change initiatives.
• Support wider business transformation programmes.
• Lead and embed change across operational teams.
• Manage communication and engagement relating to change activity.
• Track outcomes and ensure successful adoption.

Reporting & Data Insights

• Work with BI teams to develop meaningful operational reporting.
• Analyse MI to identify trends, risks, and opportunities.
• Use data-driven insights to inform decision-making and improve performance.
• Drive continuous improvement through analytics and reporting.

Requirements

Qualifications & Experience

• Proven experience within UK Financial Services (banking, insurance, or another regulated environment).
• Strong experience across complaints handling, remediation programmes, and/or regulated sales environments.
• Minimum of 3 years' experience in a Senior Operations role within a contact centre or BPO environment.
• Experience working with UK-based clients and FCA-regulated frameworks is essential.
• Strong stakeholder management and client engagement skills.
• Advanced MS Excel and MI reporting capability.

Key Skills

• Leadership and people management.
• Operational delivery and resource planning.
• Strong knowledge of complaints, remediation, and regulated sales processes.
• Analytical and problem-solving ability.
• Coaching and mentoring capability.
• Strong decision-making and commercial awareness.
• Financial and operational acumen.
• Excellent written and verbal communication skills.

Core Behaviours

Employees are expected to be dependable, driven, and collaborative, while demonstrating the organisation's core values: