Contact Centre Manager - Financial Services

Contact Centre Operations Manager – up to £60,000 Manchester – Hybrid Full-Time | Permanent We're on the lookout for an experienced Contact Centre Operations Manager to take the reins of a fast-paced, global, omni-channel contact centre operating 24/7 across multiple regions. If you're passionate about delivering world-class customer experiences and thrive in a dynamic, multinational environment, this could be the perfect opportunity for you. What You'll Do Lead and develop high-performing teams across international sites Oversee outsourced partners, ensuring performance and compliance with SLAs and KPIs Drive continuous improvement initiatives and service transformation projects Manage key client relationships, acting as a senior point of contact for collaboration and performance reviews Ensure full compliance with financial services regulations and internal risk policies Champion a customer-first, inclusive culture across all touchpoints What We're Looking For 5 years of contact centre leadership experience, including global oversight Expertise in omni-channel operations and BPO partnerships Strong background in financial services and regulatory compliance Proven success in managing complex client relationships and operational performance Commercially minded with excellent communication and leadership skills Bonus Points For Experience with contact centre transformation programs Familiarity with tools like Zendesk, Salesforce, Talkdesk, Power BI, or Tableau Multilingual or experience in multilingual environments Why Join? This is a chance to shape the future of a global customer service operation in a business that values innovation, inclusivity, and excellence. If you're ready to make an impact and lead with purpose, we’d love to hear from you.

Location: Manchester, GB

Posted Date: 4/28/2025