Job Title: Facilities Technical Manager Location: Coventry Contract Type: Full-Time, Permanent Salary: Up to £45,000 + benefits (including 30 days holiday plus bank holidays) About the role We are seeking a Facilities Technical Manager to support the General Manager in the day-to-day running of a large healthcare environment. This is an excellent opportunity for an engineer or estates professional to progress into operations leadership within a complex and rewarding setting. What's on Offer Salary up to £45,000 + benefits 30 days holiday plus bank holidays Full support and training in PFI and contract management Step into an operational management role in a complex estate Join a supportive leadership team where your technical expertise makes a real impact Key Responsibilities Oversee technical operations across a large, complex site, ensuring plant rooms, M&E systems, and critical assets are effectively maintained Provide technical assurance - able to walk into a plant room, understand systems, and confidently challenge contractors and suppliers where needed Support the General Manager in monitoring FM performance and ensuring contractual compliance Contribute to planning, reporting, and governance processes (with full training on PFI contract requirements) Act as a key stakeholder contact, ensuring the safe and reliable operation of the site Essential Skills & Experience Strong technical background in mechanical, electrical, or building services engineering Experience working in complex estates, healthcare, or critical environments (e.g. hospitals, universities, data centres, defence, etc.) Able to interpret technical data and challenge FM teams on maintenance and project delivery Eager to develop commercial and contract management skills (PFI/PPP training provided) Confident communicator, comfortable working on-site five days per week If you are ready to step up into a management role and grow your career in a supportive and challenging environment, we would love to hear from you. Apply today or email (url removed) for more information.
Dec 09, 2025
Full time
Job Title: Facilities Technical Manager Location: Coventry Contract Type: Full-Time, Permanent Salary: Up to £45,000 + benefits (including 30 days holiday plus bank holidays) About the role We are seeking a Facilities Technical Manager to support the General Manager in the day-to-day running of a large healthcare environment. This is an excellent opportunity for an engineer or estates professional to progress into operations leadership within a complex and rewarding setting. What's on Offer Salary up to £45,000 + benefits 30 days holiday plus bank holidays Full support and training in PFI and contract management Step into an operational management role in a complex estate Join a supportive leadership team where your technical expertise makes a real impact Key Responsibilities Oversee technical operations across a large, complex site, ensuring plant rooms, M&E systems, and critical assets are effectively maintained Provide technical assurance - able to walk into a plant room, understand systems, and confidently challenge contractors and suppliers where needed Support the General Manager in monitoring FM performance and ensuring contractual compliance Contribute to planning, reporting, and governance processes (with full training on PFI contract requirements) Act as a key stakeholder contact, ensuring the safe and reliable operation of the site Essential Skills & Experience Strong technical background in mechanical, electrical, or building services engineering Experience working in complex estates, healthcare, or critical environments (e.g. hospitals, universities, data centres, defence, etc.) Able to interpret technical data and challenge FM teams on maintenance and project delivery Eager to develop commercial and contract management skills (PFI/PPP training provided) Confident communicator, comfortable working on-site five days per week If you are ready to step up into a management role and grow your career in a supportive and challenging environment, we would love to hear from you. Apply today or email (url removed) for more information.
STRATEGIC RESOURCES EUROPEAN RECRUITMENT CONSULTANTS LTD
Job Title Success Factors Project Manager Location Aberdeen Office ELT Organisation Technical Department Information Technology Reports to (position) Lead Digital Technology Partner Temporary Contract - 6 months Start: - ASAP PAYE tax status Our prestigious Oil & Gas Operating Client are currently looking for a Success Factors Project Manager for a contract role in Aberdeen. Scope/Overall Purpose of Job The IT Project Manager for Human Resources Systems is responsible for the successful IT implementation of Success Factors for the Company working closely with HR. Additionally planning, executing, and overseeing IT projects that support HR functions such as workforce management, payroll, talent management, benefits, recruiting, learning, etc. This role ensures that HR technology solutions are delivered on time, within scope, and aligned with business objectives. Key Job Responsibilities Lead end to end delivery of implementation of Success Factors Define IT project scope, goals, deliverables, timelines, and resource requirements. Develop and manage detailed project plans, budgets, and schedules. Coordinate cross-functional teams including HR, IT, and implementation partner Identify, manage, and mitigate IT project risks and issues. Monitor and report project progress to Senior IT and HR management. Ensure projects adhere to Project Management standards, governance, and change management protocols. Stakeholder Collaboration Partner with HR to understand business needs and translate them into technical solutions. Facilitate workshops, requirement-gathering sessions, and user acceptance testing (UAT). Vendor & Partner Governance Act as day-to-day interface to the implementation partner, agree estimates/timelines; manage SOWs, SLAs, KPIs and Service Improvement Plans. Serve as the IT functional SME and escalation: triage complex issues and direct implementation partner to resolution. Technical Oversight Oversee system configuration, data migration, integration, and testing efforts. Ensure data integrity, security, and compliance with company policies and legal regulations (e.g. GDPR). Process Improvement Conduct post-implementation review and identify lessons learned and opportunities for improvement. Role Dimensions IT expertise and experience in Success Factors implementation Cross functional environment with internal teams and implementation partner multiple concurrent workstreams. Operates within PMO standards and governance, accountable for timely status, risk and financial reporting. Key Experience Required Proven experience managing IT projects Proven experience with implementation of HR systems, including SuccessFactors. Proficiency in system integration, data migration, and reporting tools. Key Qualifications, Competencies Required Strong project management and organizational skills. Excellent stakeholder management and communication abilities. Understanding of HR business processes such as recruiting, onboarding, compensation, performance management, payroll, etc. Proficiency in system integration, data migration, and reporting tools. Analytical and problem-solving mindset with attention to detail. Ability to manage multiple concurrent projects in a fast-paced environment. Candidates must have The Right to Work in the UK as no sponsorship is available.
Dec 08, 2025
Contractor
Job Title Success Factors Project Manager Location Aberdeen Office ELT Organisation Technical Department Information Technology Reports to (position) Lead Digital Technology Partner Temporary Contract - 6 months Start: - ASAP PAYE tax status Our prestigious Oil & Gas Operating Client are currently looking for a Success Factors Project Manager for a contract role in Aberdeen. Scope/Overall Purpose of Job The IT Project Manager for Human Resources Systems is responsible for the successful IT implementation of Success Factors for the Company working closely with HR. Additionally planning, executing, and overseeing IT projects that support HR functions such as workforce management, payroll, talent management, benefits, recruiting, learning, etc. This role ensures that HR technology solutions are delivered on time, within scope, and aligned with business objectives. Key Job Responsibilities Lead end to end delivery of implementation of Success Factors Define IT project scope, goals, deliverables, timelines, and resource requirements. Develop and manage detailed project plans, budgets, and schedules. Coordinate cross-functional teams including HR, IT, and implementation partner Identify, manage, and mitigate IT project risks and issues. Monitor and report project progress to Senior IT and HR management. Ensure projects adhere to Project Management standards, governance, and change management protocols. Stakeholder Collaboration Partner with HR to understand business needs and translate them into technical solutions. Facilitate workshops, requirement-gathering sessions, and user acceptance testing (UAT). Vendor & Partner Governance Act as day-to-day interface to the implementation partner, agree estimates/timelines; manage SOWs, SLAs, KPIs and Service Improvement Plans. Serve as the IT functional SME and escalation: triage complex issues and direct implementation partner to resolution. Technical Oversight Oversee system configuration, data migration, integration, and testing efforts. Ensure data integrity, security, and compliance with company policies and legal regulations (e.g. GDPR). Process Improvement Conduct post-implementation review and identify lessons learned and opportunities for improvement. Role Dimensions IT expertise and experience in Success Factors implementation Cross functional environment with internal teams and implementation partner multiple concurrent workstreams. Operates within PMO standards and governance, accountable for timely status, risk and financial reporting. Key Experience Required Proven experience managing IT projects Proven experience with implementation of HR systems, including SuccessFactors. Proficiency in system integration, data migration, and reporting tools. Key Qualifications, Competencies Required Strong project management and organizational skills. Excellent stakeholder management and communication abilities. Understanding of HR business processes such as recruiting, onboarding, compensation, performance management, payroll, etc. Proficiency in system integration, data migration, and reporting tools. Analytical and problem-solving mindset with attention to detail. Ability to manage multiple concurrent projects in a fast-paced environment. Candidates must have The Right to Work in the UK as no sponsorship is available.
Lead Engineer - Residential Facilities Management Location: Central London Salary: 50,000 Contract: Monday - Friday: 8am - 5pm + on call + overtime The Opportunity We are a specialist facilities management company focused on delivering premium services to luxury residential developments. We are seeking a highly skilled and customer-focused Lead Engineer to serve as the senior technical resource on site. This role is ideal for a multi-skilled engineer ready to step up into a leadership position, overseeing day-to-day operations, ensuring compliance, and maintaining the M&E integrity of the building while upholding a high standard of resident interaction. Key Responsibilities Technical Leadership & Execution Senior Technical Resource: Act as the primary technical expert on site, responsible for complex fault finding, diagnosis, and repair across all critical M&E systems, including BMS, HVAC, public health, and domestic systems. Hands-On Delivery: Perform all scheduled Planned Preventative Maintenance (PPM) and reactive maintenance tasks efficiently and to a high standard, demonstrating excellent workmanship. Work Quality: Review and verify the quality of all maintenance work performed by junior engineers and technicians, ensuring full adherence to site standards and specifications. Compliance Checks: Ensure all critical M&E plant is maintained in line with UK statutory regulations (e.g., L8 for water systems, F-Gas, electrical safety). Supervision & Operational Coordination Workload Management: Coordinate the daily workload and priorities for the on-site engineering team (typically 1-3 engineers), ensuring efficient response to service requests via the CAFM system . Contractor Management: Oversee the induction and safe working practices of all visiting specialist subcontractors, ensuring adherence to site rules and project scopes. H&S and SSoW: Act as the point person for all site Health & Safety procedures, issuing and managing the Permit to Work system and reviewing RAMS (Risk Assessments and Method Statements). Resident & Stakeholder Engagement Resident Interface: Maintain a professional and discreet presence, acting as the key technical liaison for the Property Management team and high-net-worth residents. Service Communication: Ensure all maintenance activities, particularly those that may be disruptive (e.g., noise, system shutdowns), are planned and communicated proactively to residents. Reporting: Maintain accurate site logbooks, shift logs, and operational records, reporting critical defects and expenditure requirements to the Contract Manager. What You'll Bring Technical Qualification (Essential): Must hold a minimum NVQ Level 3 or equivalent in an Electrical or Mechanical discipline. Experience: Proven experience working in a commercial, hotel, or high-end residential environment, with exposure to luxury client expectations. Leadership Potential: Demonstrated ability to lead by example, mentor team members, and manage the day-to-day work schedule of a small team. Customer Focus: Exceptional communication and interpersonal skills, essential for a resident-facing role. If you are a highly skilled engineer looking for a leadership role that combines technical challenge with premium service delivery, we encourage your application. Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Dec 08, 2025
Full time
Lead Engineer - Residential Facilities Management Location: Central London Salary: 50,000 Contract: Monday - Friday: 8am - 5pm + on call + overtime The Opportunity We are a specialist facilities management company focused on delivering premium services to luxury residential developments. We are seeking a highly skilled and customer-focused Lead Engineer to serve as the senior technical resource on site. This role is ideal for a multi-skilled engineer ready to step up into a leadership position, overseeing day-to-day operations, ensuring compliance, and maintaining the M&E integrity of the building while upholding a high standard of resident interaction. Key Responsibilities Technical Leadership & Execution Senior Technical Resource: Act as the primary technical expert on site, responsible for complex fault finding, diagnosis, and repair across all critical M&E systems, including BMS, HVAC, public health, and domestic systems. Hands-On Delivery: Perform all scheduled Planned Preventative Maintenance (PPM) and reactive maintenance tasks efficiently and to a high standard, demonstrating excellent workmanship. Work Quality: Review and verify the quality of all maintenance work performed by junior engineers and technicians, ensuring full adherence to site standards and specifications. Compliance Checks: Ensure all critical M&E plant is maintained in line with UK statutory regulations (e.g., L8 for water systems, F-Gas, electrical safety). Supervision & Operational Coordination Workload Management: Coordinate the daily workload and priorities for the on-site engineering team (typically 1-3 engineers), ensuring efficient response to service requests via the CAFM system . Contractor Management: Oversee the induction and safe working practices of all visiting specialist subcontractors, ensuring adherence to site rules and project scopes. H&S and SSoW: Act as the point person for all site Health & Safety procedures, issuing and managing the Permit to Work system and reviewing RAMS (Risk Assessments and Method Statements). Resident & Stakeholder Engagement Resident Interface: Maintain a professional and discreet presence, acting as the key technical liaison for the Property Management team and high-net-worth residents. Service Communication: Ensure all maintenance activities, particularly those that may be disruptive (e.g., noise, system shutdowns), are planned and communicated proactively to residents. Reporting: Maintain accurate site logbooks, shift logs, and operational records, reporting critical defects and expenditure requirements to the Contract Manager. What You'll Bring Technical Qualification (Essential): Must hold a minimum NVQ Level 3 or equivalent in an Electrical or Mechanical discipline. Experience: Proven experience working in a commercial, hotel, or high-end residential environment, with exposure to luxury client expectations. Leadership Potential: Demonstrated ability to lead by example, mentor team members, and manage the day-to-day work schedule of a small team. Customer Focus: Exceptional communication and interpersonal skills, essential for a resident-facing role. If you are a highly skilled engineer looking for a leadership role that combines technical challenge with premium service delivery, we encourage your application. Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application. Candidates must be eligible to live and work in the UK. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.
Site Manager - Utility Diversion - HS2 We are seeking an experienced Site Manager to lead operations on a major utilities diversion project, involving the excavation, installation, and protection of multi-utility infrastructure including water, power, gas, and telecoms. The successful candidate will be responsible for supervising daily site activities in line with approved Work Package Plans (WPPs), Safe Systems of Work (SSOWs), and Inspection & Test Plans (ITPs), while promoting a strong safety culture and ensuring compliance with client and legislative standards. Key Responsibilities: Lead daily briefings, toolbox talks, and point-of-work risk assessments Manage plant, materials, and labour to ensure efficient delivery of works Oversee excavation, ducting, chamber construction, protection slab installation, and reinstatement Conduct quality inspections and verify compliance against ITP hold points Record daily progress, resources, and any non-conformances or delays Liaise with engineers, client representatives, and other supervisors to coordinate works Essential Requirements: Proven experience supervising utility or civil engineering works EUSR (1 & 2) or NVQ Level 2/3 in Utility Avoidance / Safe Digging CSCS Gold (Supervisory) or higher SSSTS or SMSTS certification First Aid at Work qualification Strong understanding of excavation safety and multi-utility installation Excellent communication and leadership skills Proficient in Microsoft Office (Word, Excel, Outlook) Valid UK driving licence Desirable: CAT & Genny competence Temporary Works Supervisor training Experience on major infrastructure projects (e.g., HS2, Highways England) Multi-utility experience across Water, Power, Gas, and Telecoms This is a fantastic opportunity to take a leadership role on a nationally significant infrastructure programme. Apply now to join a dynamic and safety-driven team. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #
Dec 07, 2025
Seasonal
Site Manager - Utility Diversion - HS2 We are seeking an experienced Site Manager to lead operations on a major utilities diversion project, involving the excavation, installation, and protection of multi-utility infrastructure including water, power, gas, and telecoms. The successful candidate will be responsible for supervising daily site activities in line with approved Work Package Plans (WPPs), Safe Systems of Work (SSOWs), and Inspection & Test Plans (ITPs), while promoting a strong safety culture and ensuring compliance with client and legislative standards. Key Responsibilities: Lead daily briefings, toolbox talks, and point-of-work risk assessments Manage plant, materials, and labour to ensure efficient delivery of works Oversee excavation, ducting, chamber construction, protection slab installation, and reinstatement Conduct quality inspections and verify compliance against ITP hold points Record daily progress, resources, and any non-conformances or delays Liaise with engineers, client representatives, and other supervisors to coordinate works Essential Requirements: Proven experience supervising utility or civil engineering works EUSR (1 & 2) or NVQ Level 2/3 in Utility Avoidance / Safe Digging CSCS Gold (Supervisory) or higher SSSTS or SMSTS certification First Aid at Work qualification Strong understanding of excavation safety and multi-utility installation Excellent communication and leadership skills Proficient in Microsoft Office (Word, Excel, Outlook) Valid UK driving licence Desirable: CAT & Genny competence Temporary Works Supervisor training Experience on major infrastructure projects (e.g., HS2, Highways England) Multi-utility experience across Water, Power, Gas, and Telecoms This is a fantastic opportunity to take a leadership role on a nationally significant infrastructure programme. Apply now to join a dynamic and safety-driven team. What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #
United Kingdom National Nuclear Laboratory Limited
Seascale, Cumbria
Theres never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. AtUKNNL, youll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career. Were an organisation thats here to experiment and push the limits of whats possible. So, if youre keen to excel in your chosen field, this is the place to do it. Because atUKNNL, anything is possible. Technical Support are responsible for providing Engineering support to the Infrastructure Compliance Engineering team to assist in delivering expertise in general plant, system, equipment reliability, configuration management or other specialised subject matter needed to satisfy the multi-faceted needs of the organisation. Main Responsibilities for Electrical Technical Support: Responsible for development of pragmatic fit-for-purpose engineering solutions that meet the objectives of the organisation in a cost-effective manner. Support maintenance activities by implementing and maintaining the technical basis of maintenance (TBoM) process, in addition they will assist with planning for complex maintenance activities based on insight and equipment experience. Accountable to the Maintenance Delivery Manager for ensuring all maintenance tasks are clearly briefed, understood and are performed safely and on schedule to ensure safe operation of the facility. Comply with legislative, regulatory and company procedures and standards e.g. safety, quality, risk, security appropriate to the role. Responsible for ensuring the delivery of work complies with all site requirements and plant and personnel are operating within the safety envelope. Responsible for assisting in the production of any PMPs required within Compliance Engineering, this will include presenting at committee. Supporting the E&I Team Leader in installation, modifications and commissioning of installed equipment, including identifying and assisting in delivery of plant and process improvements. Responsible for producing appropriate Safe Systems of Work (SSOW) for any maintenance or breakdown tasks identified by the Team Leader. Attend any forums as appropriate to keep abreast of best practice around other facilities, responsible for sharing and implementing any learning around their facility. Essential Criteria for Electrical Technical Support: Degree Qualified (Electrical) or HND in an equivalent discipline. Relevant experience may be considered in lieu of stated qualification. Strong communications skills, ability to communicate key information with customers, suppliers and stakeholders. Ability to demonstrate conservative decision making, even in pressure situations. Demonstrable knowledge of operational & maintenance requirements. Evidence of self-motivation with demonstrable levels of drive, energy and resilience. Ability to interface on a technical level with Design and Capability teams. Requirement to become appointed as Safety Supervisor. Required to become PMP Manager. Requirement to become appointed as Sub Contractor Supervisor. Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years worth of UK residency). Desirable Criteria for Electrical Technical Support: Hold IOSH Managing Safely or equivalent as a minimum qualification. A thorough awareness of nuclear, conventional safety and security requirements applicable to their area of responsibility. Ability to demonstrate supervisory experience for operations undertaken within a nuclear plant. Good general safety case awareness with demonstrable knowledge of nuclear safety mechanisms (SM), safety related equipment (SRE) and Safety Features (SF). Ability to interface on a technical level with Design and Capability teams. JBRP1_UKTJ
Dec 06, 2025
Full time
Theres never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. AtUKNNL, youll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career. Were an organisation thats here to experiment and push the limits of whats possible. So, if youre keen to excel in your chosen field, this is the place to do it. Because atUKNNL, anything is possible. Technical Support are responsible for providing Engineering support to the Infrastructure Compliance Engineering team to assist in delivering expertise in general plant, system, equipment reliability, configuration management or other specialised subject matter needed to satisfy the multi-faceted needs of the organisation. Main Responsibilities for Electrical Technical Support: Responsible for development of pragmatic fit-for-purpose engineering solutions that meet the objectives of the organisation in a cost-effective manner. Support maintenance activities by implementing and maintaining the technical basis of maintenance (TBoM) process, in addition they will assist with planning for complex maintenance activities based on insight and equipment experience. Accountable to the Maintenance Delivery Manager for ensuring all maintenance tasks are clearly briefed, understood and are performed safely and on schedule to ensure safe operation of the facility. Comply with legislative, regulatory and company procedures and standards e.g. safety, quality, risk, security appropriate to the role. Responsible for ensuring the delivery of work complies with all site requirements and plant and personnel are operating within the safety envelope. Responsible for assisting in the production of any PMPs required within Compliance Engineering, this will include presenting at committee. Supporting the E&I Team Leader in installation, modifications and commissioning of installed equipment, including identifying and assisting in delivery of plant and process improvements. Responsible for producing appropriate Safe Systems of Work (SSOW) for any maintenance or breakdown tasks identified by the Team Leader. Attend any forums as appropriate to keep abreast of best practice around other facilities, responsible for sharing and implementing any learning around their facility. Essential Criteria for Electrical Technical Support: Degree Qualified (Electrical) or HND in an equivalent discipline. Relevant experience may be considered in lieu of stated qualification. Strong communications skills, ability to communicate key information with customers, suppliers and stakeholders. Ability to demonstrate conservative decision making, even in pressure situations. Demonstrable knowledge of operational & maintenance requirements. Evidence of self-motivation with demonstrable levels of drive, energy and resilience. Ability to interface on a technical level with Design and Capability teams. Requirement to become appointed as Safety Supervisor. Required to become PMP Manager. Requirement to become appointed as Sub Contractor Supervisor. Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years worth of UK residency). Desirable Criteria for Electrical Technical Support: Hold IOSH Managing Safely or equivalent as a minimum qualification. A thorough awareness of nuclear, conventional safety and security requirements applicable to their area of responsibility. Ability to demonstrate supervisory experience for operations undertaken within a nuclear plant. Good general safety case awareness with demonstrable knowledge of nuclear safety mechanisms (SM), safety related equipment (SRE) and Safety Features (SF). Ability to interface on a technical level with Design and Capability teams. JBRP1_UKTJ
Commercial Manager QDC / SSCR - Hybrid Must have an Active DV Clearance An excellent opportunity has arisen for a Commercial Manager QDC / SSCR to join a secure Defence and National Security programme. You will lead post contract management across complex engagements, ensuring contractual compliance, value delivery, and effective risk mitigation. This is a key role that brings together legal, delivery, procurement, sales, and finance teams to protect business interests while supporting strategic outcomes. About the Role - Commercial Manager QDC / SSCR As a Commercial Manager QDC / SSCR , you will manage Qualified Defence Contract activities including negotiation, structuring, and preparation of statements of work for governance approval. You will maintain contract documentation, ensure compliance with internal governance, and lead cross functional collaboration to resolve issues and support delivery. Responsibilities include creating templates, supporting BAU contract management, producing reports, arranging negotiation sessions, and ensuring all contractual documents are reviewed by Legal and Commercial teams. You will provide guidance on contractual obligations, support risk assessments, participate in customer meetings, and ensure alignment with strategic and regulatory requirements including data protection and IT law. What We're Looking For - Commercial Manager QDC / SSCR Strong experience managing QDC and single source contracts , including negotiation and deal structuring. Ability to collaborate effectively across legal, delivery, finance, procurement, and sales functions. Knowledge of governance frameworks , DOFA processes, and contract lifecycle management. Skilled in preparing SOWs, change orders, and contract documentation. Understanding of IT law, data protection , and commercial legislation. Ability to deliver accurate reporting, maintain contract records, and drive continuous improvement in contract management processes. Strong communication and stakeholder engagement skills. Make a critical impact in secure Defence environments as a Commercial Manager QDC / SSCR and help shape high value commercial outcomes. To apply, please send your CV by pressing the apply button.
Dec 05, 2025
Contractor
Commercial Manager QDC / SSCR - Hybrid Must have an Active DV Clearance An excellent opportunity has arisen for a Commercial Manager QDC / SSCR to join a secure Defence and National Security programme. You will lead post contract management across complex engagements, ensuring contractual compliance, value delivery, and effective risk mitigation. This is a key role that brings together legal, delivery, procurement, sales, and finance teams to protect business interests while supporting strategic outcomes. About the Role - Commercial Manager QDC / SSCR As a Commercial Manager QDC / SSCR , you will manage Qualified Defence Contract activities including negotiation, structuring, and preparation of statements of work for governance approval. You will maintain contract documentation, ensure compliance with internal governance, and lead cross functional collaboration to resolve issues and support delivery. Responsibilities include creating templates, supporting BAU contract management, producing reports, arranging negotiation sessions, and ensuring all contractual documents are reviewed by Legal and Commercial teams. You will provide guidance on contractual obligations, support risk assessments, participate in customer meetings, and ensure alignment with strategic and regulatory requirements including data protection and IT law. What We're Looking For - Commercial Manager QDC / SSCR Strong experience managing QDC and single source contracts , including negotiation and deal structuring. Ability to collaborate effectively across legal, delivery, finance, procurement, and sales functions. Knowledge of governance frameworks , DOFA processes, and contract lifecycle management. Skilled in preparing SOWs, change orders, and contract documentation. Understanding of IT law, data protection , and commercial legislation. Ability to deliver accurate reporting, maintain contract records, and drive continuous improvement in contract management processes. Strong communication and stakeholder engagement skills. Make a critical impact in secure Defence environments as a Commercial Manager QDC / SSCR and help shape high value commercial outcomes. To apply, please send your CV by pressing the apply button.
Senior Account Manager - Sizewell C; EDF Account Team Job Title: Senior Account Manager Reporting to: Client Services Manager (Alan Waugh) Salary: up to 41,000 + Managed Solutions commission scheme Role Objective: To manage and develop client relationships ensuring the delivery of our managed solutions offering and identifying new opportunities. You will act as a key point of contact for the client, ensuring effective recruitment strategies. You will take a proactive role in identifying market trends, providing insights and positioning Rullion's services in a way that drives the client's long-term goals. You're Good At / You Are: Communicating effectively. You can articulate ideas, actively listen to customers' needs and convey information in a compelling manner. Understanding SoW Engagements and how they help clients get work done. Translating client needs into measurable outcomes that deliver value Understanding IR35 compliance and the different engagement routes for non-permanent resource i.e. PAYE, Umbrella, SoW, PSCs etc Spotting opportunities, presenting propositions and negotiating contracts. Being able to understand the emotions of others so you can adapt your approach accordingly. Building strong and lasting relationships with clients by establishing rapport, gaining trust and nurturing partnerships with key stakeholders. Client Centric, understanding client needs deeply and providing workforce solutions, including SoW engagements and T2D solutions. Great at problem solving. You can analyse situations, identify issues and develop innovate solutions to address challenges. Delivering results and taking personal responsibility for achieving positive outcomes. Bouncing back when something doesn't quite go to plan and keeping a positive outlook. Commercially minded and have strong business acumen. A strategic thinker, you understand business goals and develop long-term plans. Someone who has a thirst for knowledge and are committed to continuous learning. What You'll Do: Actively seeks new business and identifies cross-selling and up-selling opportunities to grow the account. Provide assistance to the hiring managers on workforce solutions, identifying opportunities where a Sow Engagement is more appropriate than a contractor or looking at solutions to help upskill and reskill potential talent. Define outcomes that align to the client expectations and ensure they are measurable Work with clients and associates to develop SoW engagements ensuring that they are compliant and limit any IR35 risk Build and nurture strong customer relationships, fostering connections and engaging with senior stakeholders. Understand the needs of your stakeholders and provide tailored support and maintain open lines of communication to establish yourself as a trusted partner. Proactively develop existing client relationships while forging new ones, expanding our network and creating opportunities for growth. In conjunction with the CSM, to enhance the existing service to accounts through bespoke, innovative resourcing exercises. Provide a dedicated customer service, contributing to maintaining high satisfaction levels. Enhance the client relationship by consistently adding value. Identify areas for improvement, act on feedback and provide market insights and benchmarking information. Efficiently deliver against active requirements, managing niche roles when required. Your ability to navigate diverse recruitment needs ensures timely and successful outcomes for both clients and candidates. Take the initiative to proactively grow relevant candidate talent pools, ensuring we have a robust pipeline to meet evolving requirements. By staying ahead of the curve, you position us to attract and secure top talent. Provide on-site support and guidance to clients and candidates, establishing a strong presence and offering expert advice. Identify areas of leakage, investigating sources of lost revenue or missed opportunities. Monitor the NPS satisfaction survey, working with the CSM on action planning and enhancements. Produce MI to monitor productivity, identify current base line and recommend improvements. Ensure strict compliance with all legislation and company and client-specific policies and procedures. What We Expect of You: Deliver against budget of NFI and contribution for all shared service allocated MSP / RPO account. Achieve SoW delivery targets and ensure outcomes are met. Achieve the agreed Account specific SLAs and KPIs. Ensure the Team achieves agreed KPIs and targets. Achieve the agreed company minimum target NPS score. Grow new service opportunities. Achieve 100% compliance metrics. Showcase a commitment to Rullion's values and bring our company and leadership competencies to life. Unlock your full potential. What You Bring to the Role: Proven track record in scoping, negotiation and delivering SoW engagements. Previous experience within recruitment, either as a 360 consultant or from an internal MSP / RPO background. Within the Nuclear New Build / Nuclear / Renewable Energy sector (delete as appropriate) A great personality. Commercial insight. Understanding of Rullion products and services to identify new opportunities and help clients get work done. Significant exposure of working collaboratively with external senior stakeholders. Working in the nuclear new build team, this role is focused on the Sizewell C project. This is a remote role but with regular site presence required on the project site on the Suffolk coat, and site offices in Ipswich and London. Reporting to Alan Waugh, Client Services Manager; please contact directly for any further information. Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
Dec 05, 2025
Full time
Senior Account Manager - Sizewell C; EDF Account Team Job Title: Senior Account Manager Reporting to: Client Services Manager (Alan Waugh) Salary: up to 41,000 + Managed Solutions commission scheme Role Objective: To manage and develop client relationships ensuring the delivery of our managed solutions offering and identifying new opportunities. You will act as a key point of contact for the client, ensuring effective recruitment strategies. You will take a proactive role in identifying market trends, providing insights and positioning Rullion's services in a way that drives the client's long-term goals. You're Good At / You Are: Communicating effectively. You can articulate ideas, actively listen to customers' needs and convey information in a compelling manner. Understanding SoW Engagements and how they help clients get work done. Translating client needs into measurable outcomes that deliver value Understanding IR35 compliance and the different engagement routes for non-permanent resource i.e. PAYE, Umbrella, SoW, PSCs etc Spotting opportunities, presenting propositions and negotiating contracts. Being able to understand the emotions of others so you can adapt your approach accordingly. Building strong and lasting relationships with clients by establishing rapport, gaining trust and nurturing partnerships with key stakeholders. Client Centric, understanding client needs deeply and providing workforce solutions, including SoW engagements and T2D solutions. Great at problem solving. You can analyse situations, identify issues and develop innovate solutions to address challenges. Delivering results and taking personal responsibility for achieving positive outcomes. Bouncing back when something doesn't quite go to plan and keeping a positive outlook. Commercially minded and have strong business acumen. A strategic thinker, you understand business goals and develop long-term plans. Someone who has a thirst for knowledge and are committed to continuous learning. What You'll Do: Actively seeks new business and identifies cross-selling and up-selling opportunities to grow the account. Provide assistance to the hiring managers on workforce solutions, identifying opportunities where a Sow Engagement is more appropriate than a contractor or looking at solutions to help upskill and reskill potential talent. Define outcomes that align to the client expectations and ensure they are measurable Work with clients and associates to develop SoW engagements ensuring that they are compliant and limit any IR35 risk Build and nurture strong customer relationships, fostering connections and engaging with senior stakeholders. Understand the needs of your stakeholders and provide tailored support and maintain open lines of communication to establish yourself as a trusted partner. Proactively develop existing client relationships while forging new ones, expanding our network and creating opportunities for growth. In conjunction with the CSM, to enhance the existing service to accounts through bespoke, innovative resourcing exercises. Provide a dedicated customer service, contributing to maintaining high satisfaction levels. Enhance the client relationship by consistently adding value. Identify areas for improvement, act on feedback and provide market insights and benchmarking information. Efficiently deliver against active requirements, managing niche roles when required. Your ability to navigate diverse recruitment needs ensures timely and successful outcomes for both clients and candidates. Take the initiative to proactively grow relevant candidate talent pools, ensuring we have a robust pipeline to meet evolving requirements. By staying ahead of the curve, you position us to attract and secure top talent. Provide on-site support and guidance to clients and candidates, establishing a strong presence and offering expert advice. Identify areas of leakage, investigating sources of lost revenue or missed opportunities. Monitor the NPS satisfaction survey, working with the CSM on action planning and enhancements. Produce MI to monitor productivity, identify current base line and recommend improvements. Ensure strict compliance with all legislation and company and client-specific policies and procedures. What We Expect of You: Deliver against budget of NFI and contribution for all shared service allocated MSP / RPO account. Achieve SoW delivery targets and ensure outcomes are met. Achieve the agreed Account specific SLAs and KPIs. Ensure the Team achieves agreed KPIs and targets. Achieve the agreed company minimum target NPS score. Grow new service opportunities. Achieve 100% compliance metrics. Showcase a commitment to Rullion's values and bring our company and leadership competencies to life. Unlock your full potential. What You Bring to the Role: Proven track record in scoping, negotiation and delivering SoW engagements. Previous experience within recruitment, either as a 360 consultant or from an internal MSP / RPO background. Within the Nuclear New Build / Nuclear / Renewable Energy sector (delete as appropriate) A great personality. Commercial insight. Understanding of Rullion products and services to identify new opportunities and help clients get work done. Significant exposure of working collaboratively with external senior stakeholders. Working in the nuclear new build team, this role is focused on the Sizewell C project. This is a remote role but with regular site presence required on the project site on the Suffolk coat, and site offices in Ipswich and London. Reporting to Alan Waugh, Client Services Manager; please contact directly for any further information. Rullion celebrates and supports diversity and is committed to ensuring equal opportunities for both employees and applicants.
Project Manager (Refurbishment, Retrofit & Replacement Projects) Your new company Join a leading force in façade access solutions, renowned for delivering complex refurbishment, retrofit, and replacement projects across London. With a strong reputation for technical excellence and client satisfaction, this organisation is expanding its specialist team and seeking a dynamic Project Manager to lead high-impact projects from concept to completion. If you're passionate about safety, precision, and client-centric delivery, this is your opportunity to make a lasting impact in a thriving sector. Your new role As Project Manager, you'll take ownership of multiple façade access projects, ensuring they are delivered safely, on time, and within budget. You'll lead every phase-from planning and procurement to on-site execution and final reporting-while acting as the key interface between clients, site teams, and internal departments. Your responsibilities will include: Developing and maintaining project schedules and Safe Systems of Work (SSoW) Managing procurement of materials, tools, and subcontractors Leading daily site visits, activity briefings, and audits Driving cost control, budget forecasting, and commercial alignment Ensuring contractual compliance and identifying variation opportunities Producing weekly progress reports and maintaining project documentation Facilitating lessons learnt sessions to continuously improve delivery This is an Essex-based role, however, with the expectation that London site visits will be required. What you'll need to succeed To thrive in this role, you'll bring a blend of technical proficiency, commercial awareness, and leadership capability. Key qualifications and attributes include: Proven experience managing multiple projects in industrial, manufacturing, or technical service sectors Strong leadership and communication skills Excellent organisational and problem-solving abilities Commercial and contract management expertise Safety-conscious mindset with relevant site qualifications (SMSTS, SSSTS, IOSH, NEBOSH Construction - beneficial but not essential). Degree or equivalent experience in Engineering, Business, or related field (preferred) Project Management qualifications (beneficial) A proactive, client-focused approach with a commitment to excellence What you'll get in return You'll be part of a collaborative and forward-thinking team that values innovation, safety, and client success. Expect a role that offers: High visibility and responsibility across flagship London projects Opportunities for professional development and career progression A supportive environment that encourages initiative and continuous improvement Competitive remuneration aligned with experience and qualifications What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #
Dec 05, 2025
Full time
Project Manager (Refurbishment, Retrofit & Replacement Projects) Your new company Join a leading force in façade access solutions, renowned for delivering complex refurbishment, retrofit, and replacement projects across London. With a strong reputation for technical excellence and client satisfaction, this organisation is expanding its specialist team and seeking a dynamic Project Manager to lead high-impact projects from concept to completion. If you're passionate about safety, precision, and client-centric delivery, this is your opportunity to make a lasting impact in a thriving sector. Your new role As Project Manager, you'll take ownership of multiple façade access projects, ensuring they are delivered safely, on time, and within budget. You'll lead every phase-from planning and procurement to on-site execution and final reporting-while acting as the key interface between clients, site teams, and internal departments. Your responsibilities will include: Developing and maintaining project schedules and Safe Systems of Work (SSoW) Managing procurement of materials, tools, and subcontractors Leading daily site visits, activity briefings, and audits Driving cost control, budget forecasting, and commercial alignment Ensuring contractual compliance and identifying variation opportunities Producing weekly progress reports and maintaining project documentation Facilitating lessons learnt sessions to continuously improve delivery This is an Essex-based role, however, with the expectation that London site visits will be required. What you'll need to succeed To thrive in this role, you'll bring a blend of technical proficiency, commercial awareness, and leadership capability. Key qualifications and attributes include: Proven experience managing multiple projects in industrial, manufacturing, or technical service sectors Strong leadership and communication skills Excellent organisational and problem-solving abilities Commercial and contract management expertise Safety-conscious mindset with relevant site qualifications (SMSTS, SSSTS, IOSH, NEBOSH Construction - beneficial but not essential). Degree or equivalent experience in Engineering, Business, or related field (preferred) Project Management qualifications (beneficial) A proactive, client-focused approach with a commitment to excellence What you'll get in return You'll be part of a collaborative and forward-thinking team that values innovation, safety, and client success. Expect a role that offers: High visibility and responsibility across flagship London projects Opportunities for professional development and career progression A supportive environment that encourages initiative and continuous improvement Competitive remuneration aligned with experience and qualifications What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now. If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career. #
Our O&G operator client are currently seeking a Success Factors Project Manager to join their team in their Aberdeen Office. This has been released initally on a 6 month PAYE contract. The IT Project Manager for Human Resources Systems is responsible for the successful IT implementation of Success Factors for the Company working closely with the HR. Additionally planning, executing, and overseeing IT projects that support HR functions such as workforce management, payroll, talent management, benefits, recruiting, learning, etc. This role ensures that HR technology solutions are delivered on time, within scope, and aligned with business objectives. Key Responsibilities: Lead end to end delivery of implementation of Success Factors Define IT project scope, goals, deliverables, timelines, and resource requirements. Develop and manage detailed project plans, budgets, and schedules. Coordinate cross-functional teams including HR, IT, and implementation partner Identify, manage, and mitigate IT project risks and issues. Monitor and report project progress to Senior IT and HR management. Ensure projects adhere to Project Management standards, governance, and change management protocols. Stakeholder Collaboration: Partner with HR to understand business needs and translate them into technical solutions. Facilitate workshops, requirement-gathering sessions, and user acceptance testing (UAT). Vendor & Partner Governance: Act as day to day interface to the implementation partner, agree estimates/timelines; manage SOWs, SLAs, KPIs and Service Improvement Plans. Serve as the IT functional SME and escalation: triage complex issues and direct implementation partner to resolution. Technical Oversight: Oversee system configuration, data migration, integration, and testing efforts. Ensure data integrity, security, and compliance with company policies and legal regulations (e.g. GDPR). Process Improvement: Conduct post-implementation review and identify lessons learned and opportunities for improvement. Role Dimensions: IT expertise and experience in Success Factors implementation Cross functional environment with internal teams and implementation partner multiple concurrent workstreams. Operates within PMO standards and governance, accountable for timely status, risk and financial reporting. Key Experience: Significant experience managing IT projects Proven experience with implementation of HR systems, including SuccessFactors. Proficiency in system integration, data migration, and reporting tools. Key Qualifications, Competencies: Strong project management and organizational skills. Excellent stakeholder management and communication abilities. Understanding of HR business processes such as recruiting, onboarding, compensation, performance management, payroll, etc. Proficiency in system integration, data migration, and reporting tools. Analytical and problem-solving mindset with attention to detail. Ability to manage multiple concurrent projects in a fast-paced environment. Contract position If you feel that you are well suited to the above opportunity and would like to find out more then please contact Orion Group for more information or apply by forwarding your current CV quoting reference: TR/(phone number removed) Our role in supporting diversity and inclusion As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.
Dec 04, 2025
Seasonal
Our O&G operator client are currently seeking a Success Factors Project Manager to join their team in their Aberdeen Office. This has been released initally on a 6 month PAYE contract. The IT Project Manager for Human Resources Systems is responsible for the successful IT implementation of Success Factors for the Company working closely with the HR. Additionally planning, executing, and overseeing IT projects that support HR functions such as workforce management, payroll, talent management, benefits, recruiting, learning, etc. This role ensures that HR technology solutions are delivered on time, within scope, and aligned with business objectives. Key Responsibilities: Lead end to end delivery of implementation of Success Factors Define IT project scope, goals, deliverables, timelines, and resource requirements. Develop and manage detailed project plans, budgets, and schedules. Coordinate cross-functional teams including HR, IT, and implementation partner Identify, manage, and mitigate IT project risks and issues. Monitor and report project progress to Senior IT and HR management. Ensure projects adhere to Project Management standards, governance, and change management protocols. Stakeholder Collaboration: Partner with HR to understand business needs and translate them into technical solutions. Facilitate workshops, requirement-gathering sessions, and user acceptance testing (UAT). Vendor & Partner Governance: Act as day to day interface to the implementation partner, agree estimates/timelines; manage SOWs, SLAs, KPIs and Service Improvement Plans. Serve as the IT functional SME and escalation: triage complex issues and direct implementation partner to resolution. Technical Oversight: Oversee system configuration, data migration, integration, and testing efforts. Ensure data integrity, security, and compliance with company policies and legal regulations (e.g. GDPR). Process Improvement: Conduct post-implementation review and identify lessons learned and opportunities for improvement. Role Dimensions: IT expertise and experience in Success Factors implementation Cross functional environment with internal teams and implementation partner multiple concurrent workstreams. Operates within PMO standards and governance, accountable for timely status, risk and financial reporting. Key Experience: Significant experience managing IT projects Proven experience with implementation of HR systems, including SuccessFactors. Proficiency in system integration, data migration, and reporting tools. Key Qualifications, Competencies: Strong project management and organizational skills. Excellent stakeholder management and communication abilities. Understanding of HR business processes such as recruiting, onboarding, compensation, performance management, payroll, etc. Proficiency in system integration, data migration, and reporting tools. Analytical and problem-solving mindset with attention to detail. Ability to manage multiple concurrent projects in a fast-paced environment. Contract position If you feel that you are well suited to the above opportunity and would like to find out more then please contact Orion Group for more information or apply by forwarding your current CV quoting reference: TR/(phone number removed) Our role in supporting diversity and inclusion As an international workforce business, we are committed to sourcing personnel that reflects the diversity and values of our client base but also that of Orion Group. We welcome the wide range of experiences and viewpoints that potential workers bring to our business and our clients, including those based on nationality, gender, culture, educational and professional backgrounds, race, ethnicity, sexual orientation, gender identity and expression, disability, and age differences, job classification and religion. In our inclusive workplace, regardless of your employment status as staff or contract, everyone is assured the right of equitable, fair and respectful treatment.
United Kingdom National Nuclear Laboratory
Seascale, Cumbria
Summary Job Description for Electrical Technical Support: There's never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. At UKNNL, you'll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career. We're an organisation that's here to experiment and push the limits of what's possible. So, if you're keen to excel in your chosen field, this is the place to do it. Because at UKNNL, anything is possible. Technical Support are responsible for providing Engineering support to the Infrastructure Compliance Engineering team to assist in delivering expertise in general plant, system, equipment reliability, configuration management or other specialised subject matter needed to satisfy the multi-faceted needs of the organisation. Main Responsibilities for Electrical Technical Support: Responsible for development of pragmatic fit-for-purpose engineering solutions that meet the objectives of the organisation in a cost-effective manner. Support maintenance activities by implementing and maintaining the technical basis of maintenance (TBoM) process, in addition they will assist with planning for complex maintenance activities based on insight and equipment experience. Accountable to the Maintenance Delivery Manager for ensuring all maintenance tasks are clearly briefed, understood and are performed safely and on schedule to ensure safe operation of the facility. Comply with legislative, regulatory and company procedures and standards e.g. safety, quality, risk, security appropriate to the role. Responsible for ensuring the delivery of work complies with all site requirements and plant and personnel are operating within the safety envelope. Responsible for assisting in the production of any PMP's required within Compliance Engineering, this will include presenting at committee. Supporting the E&I Team Leader in installation, modifications and commissioning of installed equipment, including identifying and assisting in delivery of plant and process improvements. Responsible for producing appropriate Safe Systems of Work (SSOW) for any maintenance or breakdown tasks identified by the Team Leader. Attend any forums as appropriate to keep abreast of best practice around other facilities, responsible for sharing and implementing any learning around their facility. Essential Criteria for Electrical Technical Support: Degree Qualified (Electrical) or HND in an equivalent discipline. Relevant experience may be considered in lieu of stated qualification. Strong communications skills, ability to communicate key information with customers, suppliers and stakeholders. Ability to demonstrate conservative decision making, even in pressure situations. Demonstrable knowledge of operational & maintenance requirements. Evidence of self-motivation with demonstrable levels of drive, energy and resilience. Ability to interface on a technical level with Design and Capability teams. Requirement to become appointed as Safety Supervisor. Required to become PMP Manager. Requirement to become appointed as Sub Contractor Supervisor. Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years' worth of UK residency). Desirable Criteria for Electrical Technical Support: Hold IOSH Managing Safely or equivalent as a minimum qualification. A thorough awareness of nuclear, conventional safety and security requirements applicable to their area of responsibility. Ability to demonstrate supervisory experience for operations undertaken within a nuclear plant. Good general safety case awareness with demonstrable knowledge of nuclear safety mechanisms (SM), safety related equipment (SRE) and Safety Features (SF). Ability to interface on a technical level with Design and Capability teams.
Oct 29, 2025
Full time
Summary Job Description for Electrical Technical Support: There's never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. At UKNNL, you'll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career. We're an organisation that's here to experiment and push the limits of what's possible. So, if you're keen to excel in your chosen field, this is the place to do it. Because at UKNNL, anything is possible. Technical Support are responsible for providing Engineering support to the Infrastructure Compliance Engineering team to assist in delivering expertise in general plant, system, equipment reliability, configuration management or other specialised subject matter needed to satisfy the multi-faceted needs of the organisation. Main Responsibilities for Electrical Technical Support: Responsible for development of pragmatic fit-for-purpose engineering solutions that meet the objectives of the organisation in a cost-effective manner. Support maintenance activities by implementing and maintaining the technical basis of maintenance (TBoM) process, in addition they will assist with planning for complex maintenance activities based on insight and equipment experience. Accountable to the Maintenance Delivery Manager for ensuring all maintenance tasks are clearly briefed, understood and are performed safely and on schedule to ensure safe operation of the facility. Comply with legislative, regulatory and company procedures and standards e.g. safety, quality, risk, security appropriate to the role. Responsible for ensuring the delivery of work complies with all site requirements and plant and personnel are operating within the safety envelope. Responsible for assisting in the production of any PMP's required within Compliance Engineering, this will include presenting at committee. Supporting the E&I Team Leader in installation, modifications and commissioning of installed equipment, including identifying and assisting in delivery of plant and process improvements. Responsible for producing appropriate Safe Systems of Work (SSOW) for any maintenance or breakdown tasks identified by the Team Leader. Attend any forums as appropriate to keep abreast of best practice around other facilities, responsible for sharing and implementing any learning around their facility. Essential Criteria for Electrical Technical Support: Degree Qualified (Electrical) or HND in an equivalent discipline. Relevant experience may be considered in lieu of stated qualification. Strong communications skills, ability to communicate key information with customers, suppliers and stakeholders. Ability to demonstrate conservative decision making, even in pressure situations. Demonstrable knowledge of operational & maintenance requirements. Evidence of self-motivation with demonstrable levels of drive, energy and resilience. Ability to interface on a technical level with Design and Capability teams. Requirement to become appointed as Safety Supervisor. Required to become PMP Manager. Requirement to become appointed as Sub Contractor Supervisor. Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years' worth of UK residency). Desirable Criteria for Electrical Technical Support: Hold IOSH Managing Safely or equivalent as a minimum qualification. A thorough awareness of nuclear, conventional safety and security requirements applicable to their area of responsibility. Ability to demonstrate supervisory experience for operations undertaken within a nuclear plant. Good general safety case awareness with demonstrable knowledge of nuclear safety mechanisms (SM), safety related equipment (SRE) and Safety Features (SF). Ability to interface on a technical level with Design and Capability teams.
Job Title: Facilities Technical Manager Location: Coventry Contract Type: Full-Time, Permanent Salary: Up to £45,000 + benefits (including 30 days holiday plus bank holidays) About the role We are seeking a Facilities Technical Manager to support the General Manager in the day-to-day running of a large healthcare environment. This is an excellent opportunity for an engineer or estates professional to progress into operations leadership within a complex and rewarding setting. What's on Offer Salary up to £45,000 + benefits 30 days holiday plus bank holidays Full support and training in PFI and contract management Step into an operational management role in a complex estate Join a supportive leadership team where your technical expertise makes a real impact Key Responsibilities Oversee technical operations across a large, complex site, ensuring plant rooms, M&E systems, and critical assets are effectively maintained Provide technical assurance - able to walk into a plant room, understand systems, and confidently challenge contractors and suppliers where needed Support the General Manager in monitoring FM performance and ensuring contractual compliance Contribute to planning, reporting, and governance processes (with full training on PFI contract requirements) Act as a key stakeholder contact, ensuring the safe and reliable operation of the site Essential Skills & Experience Strong technical background in mechanical, electrical, or building services engineering Experience working in complex estates, healthcare, or critical environments (e.g. hospitals, universities, data centres, defence, etc.) Able to interpret technical data and challenge FM teams on maintenance and project delivery Eager to develop commercial and contract management skills (PFI/PPP training provided) Confident communicator, comfortable working on-site five days per week If you are ready to step up into a management role and grow your career in a supportive and challenging environment, we would love to hear from you. Apply today or email (url removed) for more information.
Oct 08, 2025
Full time
Job Title: Facilities Technical Manager Location: Coventry Contract Type: Full-Time, Permanent Salary: Up to £45,000 + benefits (including 30 days holiday plus bank holidays) About the role We are seeking a Facilities Technical Manager to support the General Manager in the day-to-day running of a large healthcare environment. This is an excellent opportunity for an engineer or estates professional to progress into operations leadership within a complex and rewarding setting. What's on Offer Salary up to £45,000 + benefits 30 days holiday plus bank holidays Full support and training in PFI and contract management Step into an operational management role in a complex estate Join a supportive leadership team where your technical expertise makes a real impact Key Responsibilities Oversee technical operations across a large, complex site, ensuring plant rooms, M&E systems, and critical assets are effectively maintained Provide technical assurance - able to walk into a plant room, understand systems, and confidently challenge contractors and suppliers where needed Support the General Manager in monitoring FM performance and ensuring contractual compliance Contribute to planning, reporting, and governance processes (with full training on PFI contract requirements) Act as a key stakeholder contact, ensuring the safe and reliable operation of the site Essential Skills & Experience Strong technical background in mechanical, electrical, or building services engineering Experience working in complex estates, healthcare, or critical environments (e.g. hospitals, universities, data centres, defence, etc.) Able to interpret technical data and challenge FM teams on maintenance and project delivery Eager to develop commercial and contract management skills (PFI/PPP training provided) Confident communicator, comfortable working on-site five days per week If you are ready to step up into a management role and grow your career in a supportive and challenging environment, we would love to hear from you. Apply today or email (url removed) for more information.
Lead Implementation consultant (ERP, Finance, Distribution, CRM, Project Management) - Lead a dynamic team and drive end-to-end ERP projects in a thriving niche market! A lead Implementation consultant (ERP, Finance, Distribution, CRM, Project Management) is required by a growing, highly profitable software vendor based in Halesowen. This company is the market leader in supply chain software. With 33 employees and a stellar reputation. You will need: Solid ERP implementation experience across finance, distribution, supply chain A track record of managing ERP projects and leading consultants. Hands-on project management and implementation skills. Experience in discovery, scoping, and functional requirements. Strong knowledge of accounting principles (credits, debits, P&L, depreciation). You will receive structured onboarding by shadowing existing projects, then quickly progress into leading implementations and overseeing the 2 other consultants. You'll work on the whole ERP solution, ensuring clients receive high-quality end-to-end solutions. As Lead Implementation consultant, you'll manage a small team (2 ERP consultants, 1 CRM consultant), while actively contributing to project delivery. The role is hands-on and strategic - a genuine player-manager position. What makes this role stand out: Lead a tight-knit implementation team in a low-turnover, high-retention business. Join a company where people stay, grow, and double their salary through internal promotions. See projects through from discovery to go-live. Enjoy a fun, collaborative office environment (3 days per week in Halesowen).
Oct 07, 2025
Full time
Lead Implementation consultant (ERP, Finance, Distribution, CRM, Project Management) - Lead a dynamic team and drive end-to-end ERP projects in a thriving niche market! A lead Implementation consultant (ERP, Finance, Distribution, CRM, Project Management) is required by a growing, highly profitable software vendor based in Halesowen. This company is the market leader in supply chain software. With 33 employees and a stellar reputation. You will need: Solid ERP implementation experience across finance, distribution, supply chain A track record of managing ERP projects and leading consultants. Hands-on project management and implementation skills. Experience in discovery, scoping, and functional requirements. Strong knowledge of accounting principles (credits, debits, P&L, depreciation). You will receive structured onboarding by shadowing existing projects, then quickly progress into leading implementations and overseeing the 2 other consultants. You'll work on the whole ERP solution, ensuring clients receive high-quality end-to-end solutions. As Lead Implementation consultant, you'll manage a small team (2 ERP consultants, 1 CRM consultant), while actively contributing to project delivery. The role is hands-on and strategic - a genuine player-manager position. What makes this role stand out: Lead a tight-knit implementation team in a low-turnover, high-retention business. Join a company where people stay, grow, and double their salary through internal promotions. See projects through from discovery to go-live. Enjoy a fun, collaborative office environment (3 days per week in Halesowen).
Technical Service Interface Manager West Yorkshire - Halifax £55,000 Brief Technical Service Interface Manager needed for a large facilities management organisation based in Leeds who are looking to employ an experienced and well-rounded individual that takes pride in their work with an in-depth knowledge of undertaking AP/CP Duties in support of the Reconfiguration/New Build activities, liaising with Authorising Engineers to ensure the design works are compliant with HTM/HBN's and managing and coordinating directly employed and subcontractor resources in respect to the delivery of planned New Build/Reconfiguration works. The successful candidate must have a relevant degree in Construction, Technical or Project Management in the relevant areas and have a keen interest in Technical Service interfacing. If you have experience working in a hospital setting that would be a plus! Benefits Salary: £55,000 per annum 24 days increasing to 25 days after 2 years days annual leave (+ public holidays) Life Cover equivalent to 1.5 times annual salary Employee discount shopping schemes on major brands and retailers Gym membership discounts Cycle to work scheme Holiday purchase scheme 2 corporate social responsibility days per year Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes Attractive Employee Referral Rewards Scheme Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER, Working Parents, and Young Professionals. 24/7 Employee Assistance Program and access to mental wellbeing app What the role entails: Some of the main duties of the role will include: Manage and co-ordinate directly employed and subcontractor resources in respect to the delivery of planned New Build/Reconfiguration works. Reviewing design packages, RAMs etc, advising on their potential impacts and suitability. Coordinate or facilitate work between the organisation and the New Build contractor Undertake AP/CP Duties in support of the Reconfiguration/New Build activities and mobilise the existing site team AP/CP's when required. Liaise with Authorising Engineers to ensure the design works are compliant with HTM/HBN's and will not cause undue risks. If works deviate from HTM/HBN's work with stakeholders to implement appropriate mitigations and derogations are put in place. To facilitate service Isolations in support of Upgrade works. This includes the preparation and issuing of SSoW documentation including Permits to Work and Isolation certificates. To manage a complex program of works ensuring critical milestones are met and reported through to key stakeholders at regular intervals To report, manage and mitigate project risks Attend regular meetings and Liaise with Stakeholders to enable upgrade works to proceed as program. Provide guidance to others on site, providing technical insight to the interface works to ensure appropriate, compliant solutions and efficient customer service delivery. Feed relevant information back into the Estate and Project teams to ensure limited impact on Maintenance works, Lifecycle and new works when required. Where relevant assist the Project management team in the governance process to explain technicalities of enabling works required on existing PFI infrastructure to cater for the New Build. What experience you need to be successful: Minimum of 5 years Management / Supervisory experience, Construction, Technical or Project Management Qualification in the relevant areas. Demonstrable & varied experience in delivering FM Projects and Facilities Management. Healthcare, Construction Management or PFI experience or complex environments with similar time pressures. Relevant AP appointments or willing to undertake training (LV/HV, MGPS etc.) Good working knowledge of relevant standards and guidance including healthcare guidance such as HTM's and HBN's. Demonstrate good team working. Comprehensive Administrative experience in a busy office environment. Sound organisational/co-ordination skills. Excellent interpersonal skills & telephone manner. The post holder must have effective communication skills to liaise with the customer and be able to work under minimum supervision levels. This really is a fantastic opportunity for a Technical Service Interface Manager to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out! Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Oct 01, 2025
Full time
Technical Service Interface Manager West Yorkshire - Halifax £55,000 Brief Technical Service Interface Manager needed for a large facilities management organisation based in Leeds who are looking to employ an experienced and well-rounded individual that takes pride in their work with an in-depth knowledge of undertaking AP/CP Duties in support of the Reconfiguration/New Build activities, liaising with Authorising Engineers to ensure the design works are compliant with HTM/HBN's and managing and coordinating directly employed and subcontractor resources in respect to the delivery of planned New Build/Reconfiguration works. The successful candidate must have a relevant degree in Construction, Technical or Project Management in the relevant areas and have a keen interest in Technical Service interfacing. If you have experience working in a hospital setting that would be a plus! Benefits Salary: £55,000 per annum 24 days increasing to 25 days after 2 years days annual leave (+ public holidays) Life Cover equivalent to 1.5 times annual salary Employee discount shopping schemes on major brands and retailers Gym membership discounts Cycle to work scheme Holiday purchase scheme 2 corporate social responsibility days per year Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes Attractive Employee Referral Rewards Scheme Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER, Working Parents, and Young Professionals. 24/7 Employee Assistance Program and access to mental wellbeing app What the role entails: Some of the main duties of the role will include: Manage and co-ordinate directly employed and subcontractor resources in respect to the delivery of planned New Build/Reconfiguration works. Reviewing design packages, RAMs etc, advising on their potential impacts and suitability. Coordinate or facilitate work between the organisation and the New Build contractor Undertake AP/CP Duties in support of the Reconfiguration/New Build activities and mobilise the existing site team AP/CP's when required. Liaise with Authorising Engineers to ensure the design works are compliant with HTM/HBN's and will not cause undue risks. If works deviate from HTM/HBN's work with stakeholders to implement appropriate mitigations and derogations are put in place. To facilitate service Isolations in support of Upgrade works. This includes the preparation and issuing of SSoW documentation including Permits to Work and Isolation certificates. To manage a complex program of works ensuring critical milestones are met and reported through to key stakeholders at regular intervals To report, manage and mitigate project risks Attend regular meetings and Liaise with Stakeholders to enable upgrade works to proceed as program. Provide guidance to others on site, providing technical insight to the interface works to ensure appropriate, compliant solutions and efficient customer service delivery. Feed relevant information back into the Estate and Project teams to ensure limited impact on Maintenance works, Lifecycle and new works when required. Where relevant assist the Project management team in the governance process to explain technicalities of enabling works required on existing PFI infrastructure to cater for the New Build. What experience you need to be successful: Minimum of 5 years Management / Supervisory experience, Construction, Technical or Project Management Qualification in the relevant areas. Demonstrable & varied experience in delivering FM Projects and Facilities Management. Healthcare, Construction Management or PFI experience or complex environments with similar time pressures. Relevant AP appointments or willing to undertake training (LV/HV, MGPS etc.) Good working knowledge of relevant standards and guidance including healthcare guidance such as HTM's and HBN's. Demonstrate good team working. Comprehensive Administrative experience in a busy office environment. Sound organisational/co-ordination skills. Excellent interpersonal skills & telephone manner. The post holder must have effective communication skills to liaise with the customer and be able to work under minimum supervision levels. This really is a fantastic opportunity for a Technical Service Interface Manager to progress their career. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out! Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
Oct 01, 2025
Full time
Job Title: Fraud/Complaints Contact Center Manager (CCM) Department: Operations Management Responsibility for: Assistant Contact Centre Managers (ACCM) Travel Required : No 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 staff, 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 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 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 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 Experience of outsourcing preferable Special Certifications 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
