An exciting opportunity has arisen for an Assistant Highway Manager to join Hampshire County Council's Highways Delivery team and play a key role in shaping the future of our network. We are looking for a highly motivated and driven individual to join our senior management team, helping to deliver our vital statutory highways maintenance service and make a real difference to communities across Hampshire. As part of the Highways Delivery team, you will lead and support a team of highway engineers while overseeing frontline operations. You'll play a crucial role in ensuring that maintenance activities are delivered safely, efficiently, and in full compliance with required standards across your area. This is a pivotal operational leadership role where no two days are the same. You will contribute to the management of inspection regimes, respond to customer enquiries, and ensure works are delivered in line with policy, legislation, and service expectations-keeping Hampshire's road network safe and accessible for all. Working as part of our wider Highways Service, you will collaborate with fellow managers and our service contractor to provide strong, strategic leadership. Together, you will drive both reactive and proactive maintenance programmes, helping to protect and enhance the county's extensive highway asset. If you are passionate about public service, enjoy leading teams, and want to make a visible impact on the local environment and communities, we would love to hear from you. The Role: As the Assistant Highways Manager, you will oversee a team of up to 20 staff and lead the delivery of both reactive and planned improvements to the network. Working closely with our service contractor, you will play an important role in identifying and implementing improvements, as well as exploring new ways of working with our partners and supply chain to encourage collaboration and improve the service we provide to the residents of Hampshire. You will need excellent communication skills and a proven ability to develop and maintain strong working relationships at all levels. What you'll do: You will lead and manage Highways Delivery teams, ensuring effective workload planning, resource management, and staff development. You will oversee recruitment, performance, and budgets, working with internal teams and partners to deliver high-quality services aligned with strategic goals. You will drive continuous improvement, manage emergency highway responses as part of a 24-hour service, and engage professionally with stakeholders, including the public and elected members. You will also support training initiatives and advise on key operational decisions, including resource allocation, budgeting, and the prioritisation of works. What we're looking for: You'll have a good knowledge of the highway environment, including Health and Safety management (including CDM Regulations), highway law, materials and construction methods, as well as an understanding of contract management (specifically NEC4 contracts). You will be able to demonstrate experience and knowledge of financial management and the application of asset management principles, alongside a good understanding of the political context in which we work, both nationally and locally. Why join us? There are many reasons why we are an excellent choice for your next career move: • We offer a pleasant, supportive, and collaborative working environment which promotes an excellent work-life balance. • Hybrid working: This role is based between Bishops Waltham and Totton depots with a hybrid working arrangement (office and home working) to suit operational requirements. • We are committed to inclusion, diversity, and wellbeing. Staff are encouraged to get involved in a variety of internal Networks (BME, staff disability, Carers and working parents, and LGBT+) in accordance with our Inclusion Strategy. • Flexible and family friendly working patterns such as compressed hours, flexi leave and part time. • Generous annual leave plus bank holidays and paid sick leave. • Generous Employer Pension Contribution. • Opportunities to develop your skills and experience, informally, or formally. • The support of a wider team who will value you and what you achieve. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.
Jun 17, 2026
Full time
An exciting opportunity has arisen for an Assistant Highway Manager to join Hampshire County Council's Highways Delivery team and play a key role in shaping the future of our network. We are looking for a highly motivated and driven individual to join our senior management team, helping to deliver our vital statutory highways maintenance service and make a real difference to communities across Hampshire. As part of the Highways Delivery team, you will lead and support a team of highway engineers while overseeing frontline operations. You'll play a crucial role in ensuring that maintenance activities are delivered safely, efficiently, and in full compliance with required standards across your area. This is a pivotal operational leadership role where no two days are the same. You will contribute to the management of inspection regimes, respond to customer enquiries, and ensure works are delivered in line with policy, legislation, and service expectations-keeping Hampshire's road network safe and accessible for all. Working as part of our wider Highways Service, you will collaborate with fellow managers and our service contractor to provide strong, strategic leadership. Together, you will drive both reactive and proactive maintenance programmes, helping to protect and enhance the county's extensive highway asset. If you are passionate about public service, enjoy leading teams, and want to make a visible impact on the local environment and communities, we would love to hear from you. The Role: As the Assistant Highways Manager, you will oversee a team of up to 20 staff and lead the delivery of both reactive and planned improvements to the network. Working closely with our service contractor, you will play an important role in identifying and implementing improvements, as well as exploring new ways of working with our partners and supply chain to encourage collaboration and improve the service we provide to the residents of Hampshire. You will need excellent communication skills and a proven ability to develop and maintain strong working relationships at all levels. What you'll do: You will lead and manage Highways Delivery teams, ensuring effective workload planning, resource management, and staff development. You will oversee recruitment, performance, and budgets, working with internal teams and partners to deliver high-quality services aligned with strategic goals. You will drive continuous improvement, manage emergency highway responses as part of a 24-hour service, and engage professionally with stakeholders, including the public and elected members. You will also support training initiatives and advise on key operational decisions, including resource allocation, budgeting, and the prioritisation of works. What we're looking for: You'll have a good knowledge of the highway environment, including Health and Safety management (including CDM Regulations), highway law, materials and construction methods, as well as an understanding of contract management (specifically NEC4 contracts). You will be able to demonstrate experience and knowledge of financial management and the application of asset management principles, alongside a good understanding of the political context in which we work, both nationally and locally. Why join us? There are many reasons why we are an excellent choice for your next career move: • We offer a pleasant, supportive, and collaborative working environment which promotes an excellent work-life balance. • Hybrid working: This role is based between Bishops Waltham and Totton depots with a hybrid working arrangement (office and home working) to suit operational requirements. • We are committed to inclusion, diversity, and wellbeing. Staff are encouraged to get involved in a variety of internal Networks (BME, staff disability, Carers and working parents, and LGBT+) in accordance with our Inclusion Strategy. • Flexible and family friendly working patterns such as compressed hours, flexi leave and part time. • Generous annual leave plus bank holidays and paid sick leave. • Generous Employer Pension Contribution. • Opportunities to develop your skills and experience, informally, or formally. • The support of a wider team who will value you and what you achieve. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.
Solus Accident Repair Centres
Shenley Church End, Buckinghamshire
Overview Hybrid - 4 days working from home 1 day a week working from Milton Keynes Office. Join our Governance and Assurance team as an Assurance Assistant, where you'll play a key role in strengthening how Solus operates. You'll support internal audits, help improve processes, and work closely with teams across the business to ensure we continue to deliver safe, consistent, and high-quality performance. This role suits someone naturally curious, analytical, and confident working with detail-someone who enjoys getting into how things work and spotting opportunities to make them better. As Solus continues to expand nationally, this role is open to candidates based across the UK and supports working from home. However, there will be a requirement for a minimum of once-a-fortnight in-person attendance in the Milton Keynes / Dunstable area to support effective collaboration and team working. The role will also involve occasional travel to Solus & Aviva sites across the UK Responsibilities Carry out risk-based internal audits and support the delivery of the Annual Audit Plan. Produce clear, practical audit reports that help teams understand findings and implement improvements. Track progress against audit recommendations and work with managers to embed changes. Support external audit activity through evidence gathering, planning, and coordination. Contribute to continuous improvement of assurance processes and internal controls. Build strong working relationships with internal stakeholders across Finance, Risk,Governance and Operations. Qualifications Experience or interest in assurance, audit, compliance, risk, or process improvement. Strong analytical skills with the ability to understand, map, and challenge processes. Confident communicator with the ability to explain findings clearly and constructively. Comfortable working with digital tools and systems. Able to produce structured, concise written reports. Naturally organised, thorough and proactive, with a strong commitment to quality. Who are Solus? Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair. Why Join Solus? We have so much to offer when it comes to being a Solus colleague: Competitive salary based on location, skills, experience, and qualifications. Bonus opportunity tied to your performance and the overall success of Solus. Company pension scheme with employer contributions. 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days. Save money with up to 40% discount on Aviva products and other retailer discounts. Share in Aviva's success through the Aviva Save As You Earn scheme. Supportive policies including parental and carer's leave. Wellbeing focus with tools like Group Income Protection and 24/7 GP access. At Solus, we value inclusivity and welcome all applicants. If you're excited but don't tick every box, we encourage you to apply-your unique skills might be just what we need. We guarantee an interview for disabled applicants meeting the minimum criteria-just email us after applying to let us know. Ready to join us? Apply online today, and our team will be in touch within 14 days.
Jun 14, 2026
Full time
Overview Hybrid - 4 days working from home 1 day a week working from Milton Keynes Office. Join our Governance and Assurance team as an Assurance Assistant, where you'll play a key role in strengthening how Solus operates. You'll support internal audits, help improve processes, and work closely with teams across the business to ensure we continue to deliver safe, consistent, and high-quality performance. This role suits someone naturally curious, analytical, and confident working with detail-someone who enjoys getting into how things work and spotting opportunities to make them better. As Solus continues to expand nationally, this role is open to candidates based across the UK and supports working from home. However, there will be a requirement for a minimum of once-a-fortnight in-person attendance in the Milton Keynes / Dunstable area to support effective collaboration and team working. The role will also involve occasional travel to Solus & Aviva sites across the UK Responsibilities Carry out risk-based internal audits and support the delivery of the Annual Audit Plan. Produce clear, practical audit reports that help teams understand findings and implement improvements. Track progress against audit recommendations and work with managers to embed changes. Support external audit activity through evidence gathering, planning, and coordination. Contribute to continuous improvement of assurance processes and internal controls. Build strong working relationships with internal stakeholders across Finance, Risk,Governance and Operations. Qualifications Experience or interest in assurance, audit, compliance, risk, or process improvement. Strong analytical skills with the ability to understand, map, and challenge processes. Confident communicator with the ability to explain findings clearly and constructively. Comfortable working with digital tools and systems. Able to produce structured, concise written reports. Naturally organised, thorough and proactive, with a strong commitment to quality. Who are Solus? Solus, who are owned by Aviva, are one of the UK leaders in vehicle repairs, returning cars to the road in just 11 days on average and a 4.6/5 star customer rating. With an award-winning apprenticeship programme and winners of other recognised industry awards Solus are proud to be shaping the future of vehicle repair. Why Join Solus? We have so much to offer when it comes to being a Solus colleague: Competitive salary based on location, skills, experience, and qualifications. Bonus opportunity tied to your performance and the overall success of Solus. Company pension scheme with employer contributions. 33 days' holiday (including bank holidays), with the option to buy or sell up to 5 days. Save money with up to 40% discount on Aviva products and other retailer discounts. Share in Aviva's success through the Aviva Save As You Earn scheme. Supportive policies including parental and carer's leave. Wellbeing focus with tools like Group Income Protection and 24/7 GP access. At Solus, we value inclusivity and welcome all applicants. If you're excited but don't tick every box, we encourage you to apply-your unique skills might be just what we need. We guarantee an interview for disabled applicants meeting the minimum criteria-just email us after applying to let us know. Ready to join us? Apply online today, and our team will be in touch within 14 days.
Paying up to £28,000 + Benefits - Based in Middleton , North Manchester our client is a successful manufacturing business that are looking for an experienced Sales Administrator to join their supply chain team as Supply Chain Assistant. After training, this will be a hybrid role working 5 days in every 10 at home/in the office. Working Monday to Thursday 8.30am to 5.00pm and Friday 8.30 to 2.45pm, which includes a 30-minute lunch break each day. THE JOB The Supply Chain Assistant is responsible for the accurate and efficient processing of all customer orders and outbound deliveries, ensuring a high level of customer satisfaction. This role supports the smooth day-to-day management of customer accounts, enabling commercial teams to focus on business growth and development. Acting as a key link between customers and internal operations, the Supply Chain Assistant ensures clear and timely communication in both directions, translating customer requirements into operational actions while providing customers with accurate updates on orders, deliveries, and any issues. The quality, accuracy, and timeliness of this information are critical to the success of the role. Your responsibilities will include: Order Processing & Coordination: Receive and process customer orders, ensuring all requirements (product, quantity, delivery dates) are clearly understood and communicated across planning, warehousing, and logistics teams. Confirm and acknowledge orders via ERP systems. Order Monitoring & Customer Communication: Track order progress, proactively manage delays, and coordinate with internal teams to resolve issues. Keep customers informed of order status and manage delivery schedules. Logistics & Distribution Management: Work closely with warehouse and 3PL partners to coordinate dispatch, collections, and outbound flow of goods, including preparing documentation and ensuring compliance with export regulations. Customer Support & Cross-Functional Collaboration: Liaise with sales, finance, and technical teams to manage enquiries, samples, and technical requests. Investigate and resolve customer complaints efficiently. Data Management & Problem Solving: Maintain accurate sales master data and pricing in ERP systems, and troubleshoot operational issues (e.g., transport, availability, credit holds). Continuous Improvement & Projects: Drive customer satisfaction improvements and contribute to special projects or assignments delegated by the Supply Chain Manager. THE PERSON At least 5 years of experience in related fields (customer service, sales administration, logistics, shipping). Good level of numeracy and literacy ability Strong computer skills, including ERP Systems, Microsoft Word, and Excel Able to manage a wide variety of tasks and keep head cool in stressful situations A team player Able to operate in an independent manner, displaying ownership and taking initiative High organisation skills and ability to manage several tasks at the same time Ability to prioritise own workload Good problem-solving skills THE BENEFITS 2.45pm finish every Friday Onsite parking 25 days holiday + the bank holidays Company pension. We Care Plan offering 24/7 access to GP s, mental health support, and a get fit programme. Company performance based annual bonus. Access to free fruit, tea, coffee, and other refreshments daily. Please note that we are only able to consider applications from those who are eligible to work in the UK and therefore do not require sponsorship.
Jun 13, 2026
Full time
Paying up to £28,000 + Benefits - Based in Middleton , North Manchester our client is a successful manufacturing business that are looking for an experienced Sales Administrator to join their supply chain team as Supply Chain Assistant. After training, this will be a hybrid role working 5 days in every 10 at home/in the office. Working Monday to Thursday 8.30am to 5.00pm and Friday 8.30 to 2.45pm, which includes a 30-minute lunch break each day. THE JOB The Supply Chain Assistant is responsible for the accurate and efficient processing of all customer orders and outbound deliveries, ensuring a high level of customer satisfaction. This role supports the smooth day-to-day management of customer accounts, enabling commercial teams to focus on business growth and development. Acting as a key link between customers and internal operations, the Supply Chain Assistant ensures clear and timely communication in both directions, translating customer requirements into operational actions while providing customers with accurate updates on orders, deliveries, and any issues. The quality, accuracy, and timeliness of this information are critical to the success of the role. Your responsibilities will include: Order Processing & Coordination: Receive and process customer orders, ensuring all requirements (product, quantity, delivery dates) are clearly understood and communicated across planning, warehousing, and logistics teams. Confirm and acknowledge orders via ERP systems. Order Monitoring & Customer Communication: Track order progress, proactively manage delays, and coordinate with internal teams to resolve issues. Keep customers informed of order status and manage delivery schedules. Logistics & Distribution Management: Work closely with warehouse and 3PL partners to coordinate dispatch, collections, and outbound flow of goods, including preparing documentation and ensuring compliance with export regulations. Customer Support & Cross-Functional Collaboration: Liaise with sales, finance, and technical teams to manage enquiries, samples, and technical requests. Investigate and resolve customer complaints efficiently. Data Management & Problem Solving: Maintain accurate sales master data and pricing in ERP systems, and troubleshoot operational issues (e.g., transport, availability, credit holds). Continuous Improvement & Projects: Drive customer satisfaction improvements and contribute to special projects or assignments delegated by the Supply Chain Manager. THE PERSON At least 5 years of experience in related fields (customer service, sales administration, logistics, shipping). Good level of numeracy and literacy ability Strong computer skills, including ERP Systems, Microsoft Word, and Excel Able to manage a wide variety of tasks and keep head cool in stressful situations A team player Able to operate in an independent manner, displaying ownership and taking initiative High organisation skills and ability to manage several tasks at the same time Ability to prioritise own workload Good problem-solving skills THE BENEFITS 2.45pm finish every Friday Onsite parking 25 days holiday + the bank holidays Company pension. We Care Plan offering 24/7 access to GP s, mental health support, and a get fit programme. Company performance based annual bonus. Access to free fruit, tea, coffee, and other refreshments daily. Please note that we are only able to consider applications from those who are eligible to work in the UK and therefore do not require sponsorship.
Are you an experienced HR Business Partner looking to make an immediate impact? Working on behalf of a reputable fashion organisation, we are recruiting a qualified HR professional on an interim basis to provide full generalist HR support during a period of internal change. This is a hands-on, standalone role with real breadth - you will be the day-to-day HR point of contact for senior leadership, managers and employees across the business. The role offers genuine variety, autonomy and the chance to make an immediate impact in an organisation that takes its people seriously. Chelmsford (One day a week travel to West London) 350 per day Immediate Start Please note: Due to the client's location in Essex you must be a car driver Key Responsibilities - Interim HR Business Partner: Generalist HR Advisory Act as the primary HR contact for the Managing Director, managers, store leadership and employees, providing timely, commercially aware generalist HR advice. Provide sound guidance on UK employment law, ensuring the business remains compliant with current and emerging legislation, including the Employment Rights Act 2025. Support and coach managers through the full range of employee relations matters, including disciplinary and grievance processes, capability, absence management and performance improvement. Lead on complex ER case management, ensuring procedural fairness, proportionality and accurate documentation throughout. Engage with external parties, including legal counsel and ACAS, where required. Employee Lifecycle Management Issue offer letters and contracts of employment for new starters; set up and maintain personnel files, raise Oracle Fusion work items, and carry out right-to-work and ID verification checks. Coordinate employment references via the Recruitment Assistant, ensuring all pre-employment checks are completed in a timely and compliant manner. Manage all leaver processes: issue leaver letters, ensure personnel and electronic files are closed down appropriately, conduct or record exit interviews, and action any post-employment obligations. Produce contract amendment letters for changes to job title, location, working hours or terms; update Oracle Fusion and the payroll system accordingly. Produce all FTC, secondment and intern offer letters; proactively diarise end dates and manage renewals or terminations in a timely manner. Onboarding & Induction Design and coordinate a structured and engaging onboarding experience for all new hires, liaising with each department to secure induction schedules and sending joining information to new employees and their Line Managers. Deliver the HR component of the induction programme, ensuring new employees understand company policies, culture and ways of working from day one. Probation & Performance Management Manage the full probation cycle for all new employees: diarise review dates, issue review communications to Line Managers, manage extensions, and issue confirmation or extension letters accordingly. Support managers in identifying and addressing performance concerns, providing clear guidance on informal and formal processes. Assist with the coordination of the annual performance review cycle where required. HR Systems & Data Maintain Oracle Fusion and Bright HR with all employment changes in real time, including new hires, leavers, job changes and contractual amendments. Act as a superuser for both platforms, ensuring data integrity across HR and payroll. Generate HR management information and reporting as required, using people data to inform decision-making. Ensure GDPR compliance across all HR data management activity. Policy, Compliance & Process Improvement Review, maintain and update HR policies and procedures to reflect current employment legislation and best practice. Identify and implement process improvements across HR operations to increase efficiency and improve the employee experience. Support any change management, restructuring or TUPE activity as required. About You - Interim HR Business Partner You will be an experienced HR Generalist, HR Manager or HR Business Partner who is equally at home advising senior stakeholders and getting hands-on with day-to-day HR operations. You will be used to working at pace in a standalone capacity, can quickly build credibility with leadership, and bring calm authority to a busy HR function. Essential CIPD qualified (Level 5 minimum; Level 7 preferred). Proven experience in a generalist HR role at Manager, Generalist or HRBP level, ideally including previous interim or contract assignments. Strong, broad HR background covering the full employee lifecycle Solid knowledge of UK employment law and HR best practice, including current developments under the Employment Rights Act 2025. Demonstrable experience managing complex ER cases independently. Confident and credible communicator, able to advise and influence at MD and senior leadership level. Experienced with HRIS platforms; Oracle Fusion experience highly advantageous. Immediately available or on a notice period of no more than one week. Desirable Familiarity with Bright HR. Experience supporting organisational change, including restructures or transitions. Exposure to global or internationally complex organisations. How to Apply To register your interest in this interim opportunity, please submit your CV in confidence. Shortlisted candidates will be contacted promptly. For a confidential discussion, please contact our team directly.
Jun 13, 2026
Seasonal
Are you an experienced HR Business Partner looking to make an immediate impact? Working on behalf of a reputable fashion organisation, we are recruiting a qualified HR professional on an interim basis to provide full generalist HR support during a period of internal change. This is a hands-on, standalone role with real breadth - you will be the day-to-day HR point of contact for senior leadership, managers and employees across the business. The role offers genuine variety, autonomy and the chance to make an immediate impact in an organisation that takes its people seriously. Chelmsford (One day a week travel to West London) 350 per day Immediate Start Please note: Due to the client's location in Essex you must be a car driver Key Responsibilities - Interim HR Business Partner: Generalist HR Advisory Act as the primary HR contact for the Managing Director, managers, store leadership and employees, providing timely, commercially aware generalist HR advice. Provide sound guidance on UK employment law, ensuring the business remains compliant with current and emerging legislation, including the Employment Rights Act 2025. Support and coach managers through the full range of employee relations matters, including disciplinary and grievance processes, capability, absence management and performance improvement. Lead on complex ER case management, ensuring procedural fairness, proportionality and accurate documentation throughout. Engage with external parties, including legal counsel and ACAS, where required. Employee Lifecycle Management Issue offer letters and contracts of employment for new starters; set up and maintain personnel files, raise Oracle Fusion work items, and carry out right-to-work and ID verification checks. Coordinate employment references via the Recruitment Assistant, ensuring all pre-employment checks are completed in a timely and compliant manner. Manage all leaver processes: issue leaver letters, ensure personnel and electronic files are closed down appropriately, conduct or record exit interviews, and action any post-employment obligations. Produce contract amendment letters for changes to job title, location, working hours or terms; update Oracle Fusion and the payroll system accordingly. Produce all FTC, secondment and intern offer letters; proactively diarise end dates and manage renewals or terminations in a timely manner. Onboarding & Induction Design and coordinate a structured and engaging onboarding experience for all new hires, liaising with each department to secure induction schedules and sending joining information to new employees and their Line Managers. Deliver the HR component of the induction programme, ensuring new employees understand company policies, culture and ways of working from day one. Probation & Performance Management Manage the full probation cycle for all new employees: diarise review dates, issue review communications to Line Managers, manage extensions, and issue confirmation or extension letters accordingly. Support managers in identifying and addressing performance concerns, providing clear guidance on informal and formal processes. Assist with the coordination of the annual performance review cycle where required. HR Systems & Data Maintain Oracle Fusion and Bright HR with all employment changes in real time, including new hires, leavers, job changes and contractual amendments. Act as a superuser for both platforms, ensuring data integrity across HR and payroll. Generate HR management information and reporting as required, using people data to inform decision-making. Ensure GDPR compliance across all HR data management activity. Policy, Compliance & Process Improvement Review, maintain and update HR policies and procedures to reflect current employment legislation and best practice. Identify and implement process improvements across HR operations to increase efficiency and improve the employee experience. Support any change management, restructuring or TUPE activity as required. About You - Interim HR Business Partner You will be an experienced HR Generalist, HR Manager or HR Business Partner who is equally at home advising senior stakeholders and getting hands-on with day-to-day HR operations. You will be used to working at pace in a standalone capacity, can quickly build credibility with leadership, and bring calm authority to a busy HR function. Essential CIPD qualified (Level 5 minimum; Level 7 preferred). Proven experience in a generalist HR role at Manager, Generalist or HRBP level, ideally including previous interim or contract assignments. Strong, broad HR background covering the full employee lifecycle Solid knowledge of UK employment law and HR best practice, including current developments under the Employment Rights Act 2025. Demonstrable experience managing complex ER cases independently. Confident and credible communicator, able to advise and influence at MD and senior leadership level. Experienced with HRIS platforms; Oracle Fusion experience highly advantageous. Immediately available or on a notice period of no more than one week. Desirable Familiarity with Bright HR. Experience supporting organisational change, including restructures or transitions. Exposure to global or internationally complex organisations. How to Apply To register your interest in this interim opportunity, please submit your CV in confidence. Shortlisted candidates will be contacted promptly. For a confidential discussion, please contact our team directly.
Assistant Management Accountant Swadlincote, South Derbyshire £32,000 - £35,000 + Study Support Full-time, Permanent, Office Based Eaton Syalon are seeking a motivated and detail-oriented Assistant Management Accountant to join our clients finance team. This is an excellent opportunity for an ambitious finance professional looking to develop their management accounting skills within a dynamic and supportive business based in Swadlincote, South Derbyshire. Reporting to the Finance Manager, you will play a key role in supporting the finance function through the preparation of management accounts, financial reporting, reconciliations, and cash management activities. Key Responsibilities Preparing monthly management accounts Reviewing gross margins and overhead costs to support business performance analysis Preparing monthly service fee backup reports and customer invoices Producing customer rebate reports Calculating and posting prepayments and accruals Completing balance sheet reconciliations Maintaining the fixed asset register Preparing and submitting VAT returns Assisting with the year-end audit process Managing cash flow activities, including cash forecasting Performing bank reconciliations Processing supplier payments through online banking systems Liaising with external Auditors and providing supporting documentation as required Processing accounts payable invoices accurately and efficiently Reconciling supplier statements and resolving discrepancies Person Profile Strong understanding of management accounting principles Experience with balance sheet reconciliations, accruals, and prepayments Excellent attention to detail and accuracy Proficiency in Microsoft Excel and accounting software Ability to work independently and as part of a team Strong communication skills and the confidence to liaise with internal and external stakeholders AAT qualified (desirable) Previous experience working as an Assistant Management Accountant (essential) If you're looking for a role that offers genuine development opportunities and the chance to make a meaningful impact, this position provides the ideal next step. You'll have the opportunity to shape processes, drive system improvements, and contribute to ongoing operational efficiencies. Please note, this role is office based. There may be flexibility to work from home in future but you will initially be required to work on-site in Swadlincote.
Jun 12, 2026
Full time
Assistant Management Accountant Swadlincote, South Derbyshire £32,000 - £35,000 + Study Support Full-time, Permanent, Office Based Eaton Syalon are seeking a motivated and detail-oriented Assistant Management Accountant to join our clients finance team. This is an excellent opportunity for an ambitious finance professional looking to develop their management accounting skills within a dynamic and supportive business based in Swadlincote, South Derbyshire. Reporting to the Finance Manager, you will play a key role in supporting the finance function through the preparation of management accounts, financial reporting, reconciliations, and cash management activities. Key Responsibilities Preparing monthly management accounts Reviewing gross margins and overhead costs to support business performance analysis Preparing monthly service fee backup reports and customer invoices Producing customer rebate reports Calculating and posting prepayments and accruals Completing balance sheet reconciliations Maintaining the fixed asset register Preparing and submitting VAT returns Assisting with the year-end audit process Managing cash flow activities, including cash forecasting Performing bank reconciliations Processing supplier payments through online banking systems Liaising with external Auditors and providing supporting documentation as required Processing accounts payable invoices accurately and efficiently Reconciling supplier statements and resolving discrepancies Person Profile Strong understanding of management accounting principles Experience with balance sheet reconciliations, accruals, and prepayments Excellent attention to detail and accuracy Proficiency in Microsoft Excel and accounting software Ability to work independently and as part of a team Strong communication skills and the confidence to liaise with internal and external stakeholders AAT qualified (desirable) Previous experience working as an Assistant Management Accountant (essential) If you're looking for a role that offers genuine development opportunities and the chance to make a meaningful impact, this position provides the ideal next step. You'll have the opportunity to shape processes, drive system improvements, and contribute to ongoing operational efficiencies. Please note, this role is office based. There may be flexibility to work from home in future but you will initially be required to work on-site in Swadlincote.
Interim HR Business Partner West London 350 per day Immediate Start Are you an experienced HR Business Partner looking to make an immediate impact? Working on behalf of a reputable fashion organisation, we are recruiting a qualified HR professional on an interim basis to provide full generalist HR support during a period of internal change. This is a hands-on, standalone role with real breadth - you will be the day-to-day HR point of contact for senior leadership, managers and employees across the business. The role offers genuine variety, autonomy and the chance to make an immediate impact in an organisation that takes its people seriously. Role Summary: Location: West London with occasional travel to Essex Contract type: Interim Day rate: 350 per day Start date: Immediate Key Responsibilities: Generalist HR Advisory Act as the primary HR contact for the Managing Director, managers, store leadership and employees, providing timely, commercially aware generalist HR advice. Provide sound guidance on UK employment law, ensuring the business remains compliant with current and emerging legislation, including the Employment Rights Act 2025. Support and coach managers through the full range of employee relations matters, including disciplinary and grievance processes, capability, absence management and performance improvement. Lead on complex ER case management, ensuring procedural fairness, proportionality and accurate documentation throughout. Engage with external parties, including legal counsel and ACAS, where required. Employee Lifecycle Management Issue offer letters and contracts of employment for new starters; set up and maintain personnel files, raise Oracle Fusion work items, and carry out right-to-work and ID verification checks. Coordinate employment references via the Recruitment Assistant, ensuring all pre-employment checks are completed in a timely and compliant manner. Manage all leaver processes: issue leaver letters, ensure personnel and electronic files are closed down appropriately, conduct or record exit interviews, and action any post-employment obligations. Produce contract amendment letters for changes to job title, location, working hours or terms; update Oracle Fusion and the payroll system accordingly. Produce all FTC, secondment and intern offer letters; proactively diarise end dates and manage renewals or terminations in a timely manner. Onboarding & Induction Design and coordinate a structured and engaging onboarding experience for all new hires, liaising with each department to secure induction schedules and sending joining information to new employees and their Line Managers. Deliver the HR component of the induction programme, ensuring new employees understand company policies, culture and ways of working from day one. Probation & Performance Management Manage the full probation cycle for all new employees: diarise review dates, issue review communications to Line Managers, manage extensions, and issue confirmation or extension letters accordingly. Support managers in identifying and addressing performance concerns, providing clear guidance on informal and formal processes. Assist with the coordination of the annual performance review cycle where required. HR Systems & Data Maintain Oracle Fusion and Bright HR with all employment changes in real time, including new hires, leavers, job changes and contractual amendments. Act as a superuser for both platforms, ensuring data integrity across HR and payroll. Generate HR management information and reporting as required, using people data to inform decision-making. Ensure GDPR compliance across all HR data management activity. Policy, Compliance & Process Improvement Review, maintain and update HR policies and procedures to reflect current employment legislation and best practice. Identify and implement process improvements across HR operations to increase efficiency and improve the employee experience. Support any change management, restructuring or TUPE activity as required. About You You will be an experienced HR Generalist, HR Manager or HR Business Partner who is equally at home advising senior stakeholders and getting hands-on with day-to-day HR operations. You will be used to working at pace in a standalone capacity, can quickly build credibility with leadership, and bring calm authority to a busy HR function. Essential CIPD qualified (Level 5 minimum; Level 7 preferred). Proven experience in a generalist HR role at Manager, Generalist or HRBP level, ideally including previous interim or contract assignments. Strong, broad HR background covering the full employee lifecycle - ideally within a retail, multi-site or consumer-facing environment. Solid knowledge of UK employment law and HR best practice, including current developments under the Employment Rights Act 2025. Demonstrable experience managing complex ER cases independently. Confident and credible communicator, able to advise and influence at MD and senior leadership level. Experienced with HRIS platforms; Oracle Fusion experience highly advantageous. Immediately available or on a notice period of no more than one week. Desirable Familiarity with Bright HR. Experience supporting organisational change, including restructures or transitions. Exposure to global or internationally complex organisations. How to Apply To register your interest in this interim opportunity, please submit your CV in confidence. Shortlisted candidates will be contacted promptly. For a confidential discussion, please contact our team directly.
Jun 12, 2026
Seasonal
Interim HR Business Partner West London 350 per day Immediate Start Are you an experienced HR Business Partner looking to make an immediate impact? Working on behalf of a reputable fashion organisation, we are recruiting a qualified HR professional on an interim basis to provide full generalist HR support during a period of internal change. This is a hands-on, standalone role with real breadth - you will be the day-to-day HR point of contact for senior leadership, managers and employees across the business. The role offers genuine variety, autonomy and the chance to make an immediate impact in an organisation that takes its people seriously. Role Summary: Location: West London with occasional travel to Essex Contract type: Interim Day rate: 350 per day Start date: Immediate Key Responsibilities: Generalist HR Advisory Act as the primary HR contact for the Managing Director, managers, store leadership and employees, providing timely, commercially aware generalist HR advice. Provide sound guidance on UK employment law, ensuring the business remains compliant with current and emerging legislation, including the Employment Rights Act 2025. Support and coach managers through the full range of employee relations matters, including disciplinary and grievance processes, capability, absence management and performance improvement. Lead on complex ER case management, ensuring procedural fairness, proportionality and accurate documentation throughout. Engage with external parties, including legal counsel and ACAS, where required. Employee Lifecycle Management Issue offer letters and contracts of employment for new starters; set up and maintain personnel files, raise Oracle Fusion work items, and carry out right-to-work and ID verification checks. Coordinate employment references via the Recruitment Assistant, ensuring all pre-employment checks are completed in a timely and compliant manner. Manage all leaver processes: issue leaver letters, ensure personnel and electronic files are closed down appropriately, conduct or record exit interviews, and action any post-employment obligations. Produce contract amendment letters for changes to job title, location, working hours or terms; update Oracle Fusion and the payroll system accordingly. Produce all FTC, secondment and intern offer letters; proactively diarise end dates and manage renewals or terminations in a timely manner. Onboarding & Induction Design and coordinate a structured and engaging onboarding experience for all new hires, liaising with each department to secure induction schedules and sending joining information to new employees and their Line Managers. Deliver the HR component of the induction programme, ensuring new employees understand company policies, culture and ways of working from day one. Probation & Performance Management Manage the full probation cycle for all new employees: diarise review dates, issue review communications to Line Managers, manage extensions, and issue confirmation or extension letters accordingly. Support managers in identifying and addressing performance concerns, providing clear guidance on informal and formal processes. Assist with the coordination of the annual performance review cycle where required. HR Systems & Data Maintain Oracle Fusion and Bright HR with all employment changes in real time, including new hires, leavers, job changes and contractual amendments. Act as a superuser for both platforms, ensuring data integrity across HR and payroll. Generate HR management information and reporting as required, using people data to inform decision-making. Ensure GDPR compliance across all HR data management activity. Policy, Compliance & Process Improvement Review, maintain and update HR policies and procedures to reflect current employment legislation and best practice. Identify and implement process improvements across HR operations to increase efficiency and improve the employee experience. Support any change management, restructuring or TUPE activity as required. About You You will be an experienced HR Generalist, HR Manager or HR Business Partner who is equally at home advising senior stakeholders and getting hands-on with day-to-day HR operations. You will be used to working at pace in a standalone capacity, can quickly build credibility with leadership, and bring calm authority to a busy HR function. Essential CIPD qualified (Level 5 minimum; Level 7 preferred). Proven experience in a generalist HR role at Manager, Generalist or HRBP level, ideally including previous interim or contract assignments. Strong, broad HR background covering the full employee lifecycle - ideally within a retail, multi-site or consumer-facing environment. Solid knowledge of UK employment law and HR best practice, including current developments under the Employment Rights Act 2025. Demonstrable experience managing complex ER cases independently. Confident and credible communicator, able to advise and influence at MD and senior leadership level. Experienced with HRIS platforms; Oracle Fusion experience highly advantageous. Immediately available or on a notice period of no more than one week. Desirable Familiarity with Bright HR. Experience supporting organisational change, including restructures or transitions. Exposure to global or internationally complex organisations. How to Apply To register your interest in this interim opportunity, please submit your CV in confidence. Shortlisted candidates will be contacted promptly. For a confidential discussion, please contact our team directly.
The Woodland Trust is looking for a Senior Legacy Officer to support the strategic objectives of the Legacy Income Management Team by administering and managing legacies left to the Woodland Trust, ensuring that all legacy income is secured, protected and maximised. The Role: • Manage a complex caseload of legacy files, including pecuniary, residuary, specific gifts, and life interest trusts, protecting income where legal challenges arise. • Recruit, line manage, and mentor the Legacy Assistant, providing ongoing support and guidance. • Maximise legacy income through proactive case management and strategic decision-making. • Deputise for the Legacy Income Manager and support team leadership and mentoring. • Provide legal and advisory support on legacy-related matters to internal stakeholders. • Monitor legacy notifications and income, supporting forecasting, reporting, and audit requirements. • Collaborate with fundraising teams to enhance legacy journeys and secure future pledges. • Contribute to policy development, process improvements, and data quality initiatives. • This is a hybrid position with a mix of home working, and from our head office in Grantham, Lincolnshire. Head office attendance would be required no more than once a month on average. Occasional travel to other offices and remote locations may also be required. The Candidate: • Experience in legacy management or administration and/or Wills, Probate and Trust law. • Background working in a charity legacy management team. • Skilled in case management systems (ideally First Class 4) and Microsoft Office. • Proven ability to manage residuary estates, probate disputes, and complex caseloads. • Experience managing, mentoring, and advising colleagues. • Strong stakeholder relationship-building skills across internal and external teams. • Knowledge of probate, tax, charity, and data protection law relating to estate administration. • Qualified in legacy administration (e.g. ILM Certificate in Charity Legacy Administration) and/or other legal qualifications. Benefits and Wellbeing: Joining our team means you ll be a big part of tackling environmental and climate issues. We take good care of our staff, offering support and training opportunities. We also offer: • Enhanced Employer Pension • Life Assurance • Flexible & Hybrid Working Options • Generous Annual Leave - 25 Days Plus Bank Holidays (pro rata d for part-time) • Buy and Sell Holiday Scheme • Enhanced Parental Pay • Employee Assistance Programme About Us: The Woodland Trust is the UK s largest woodland conservation charity. We want to see a world where trees and woods thrive for people and nature. The Trust engages and inspires people to make their difference tackling the nature and climate crisis helping protect, restore and create our vital woods and trees. Our Commitment to Diversity and Inclusion: To achieve our vision of a world where woods and trees thrive for people and nature, we need to better reflect society and the communities we work in. All people, no matter their background, identity, ability, or circumstance, should benefit from trees. People of colour and disabled people are currently under-represented across the environment and conservation sector. If you identify as a person of colour and/or disabled, we particularly encourage you to apply. Please contact us to discuss any additional support or adjustments you may need to complete your application. Application Advice: For fairness we keep our candidates personal details hidden from the hiring managers, and we do not ask for your CV at application. Make sure that your Personal Statement clearly shows how your skills and knowledge link to the specifications in the job description and you share with us your passion for the role. Acceptable Use - Artificial Intelligence (AI): We understand that candidates may choose to use AI tools to support their job applications-for example, to help structure or edit written responses. We welcome the use of AI in this way, particularly where it helps improve accessibility, such as for neurodivergent applicants. However, we ask that any information submitted reflects your own experience, skills and understanding. During interviews, candidates are expected to respond independently without the use of AI tools. Apply Now: If you're ready to make a difference and grow with us, send in your application today. We might close the job opening early if we get a lot of applications, so it's a good idea to apply soon. If we do close the advert early, and you have an application in process, we will email you prior to closing to give you time to complete. Interviews will be held via Microsoft Teams on 9th & 10th July.
Jun 12, 2026
Full time
The Woodland Trust is looking for a Senior Legacy Officer to support the strategic objectives of the Legacy Income Management Team by administering and managing legacies left to the Woodland Trust, ensuring that all legacy income is secured, protected and maximised. The Role: • Manage a complex caseload of legacy files, including pecuniary, residuary, specific gifts, and life interest trusts, protecting income where legal challenges arise. • Recruit, line manage, and mentor the Legacy Assistant, providing ongoing support and guidance. • Maximise legacy income through proactive case management and strategic decision-making. • Deputise for the Legacy Income Manager and support team leadership and mentoring. • Provide legal and advisory support on legacy-related matters to internal stakeholders. • Monitor legacy notifications and income, supporting forecasting, reporting, and audit requirements. • Collaborate with fundraising teams to enhance legacy journeys and secure future pledges. • Contribute to policy development, process improvements, and data quality initiatives. • This is a hybrid position with a mix of home working, and from our head office in Grantham, Lincolnshire. Head office attendance would be required no more than once a month on average. Occasional travel to other offices and remote locations may also be required. The Candidate: • Experience in legacy management or administration and/or Wills, Probate and Trust law. • Background working in a charity legacy management team. • Skilled in case management systems (ideally First Class 4) and Microsoft Office. • Proven ability to manage residuary estates, probate disputes, and complex caseloads. • Experience managing, mentoring, and advising colleagues. • Strong stakeholder relationship-building skills across internal and external teams. • Knowledge of probate, tax, charity, and data protection law relating to estate administration. • Qualified in legacy administration (e.g. ILM Certificate in Charity Legacy Administration) and/or other legal qualifications. Benefits and Wellbeing: Joining our team means you ll be a big part of tackling environmental and climate issues. We take good care of our staff, offering support and training opportunities. We also offer: • Enhanced Employer Pension • Life Assurance • Flexible & Hybrid Working Options • Generous Annual Leave - 25 Days Plus Bank Holidays (pro rata d for part-time) • Buy and Sell Holiday Scheme • Enhanced Parental Pay • Employee Assistance Programme About Us: The Woodland Trust is the UK s largest woodland conservation charity. We want to see a world where trees and woods thrive for people and nature. The Trust engages and inspires people to make their difference tackling the nature and climate crisis helping protect, restore and create our vital woods and trees. Our Commitment to Diversity and Inclusion: To achieve our vision of a world where woods and trees thrive for people and nature, we need to better reflect society and the communities we work in. All people, no matter their background, identity, ability, or circumstance, should benefit from trees. People of colour and disabled people are currently under-represented across the environment and conservation sector. If you identify as a person of colour and/or disabled, we particularly encourage you to apply. Please contact us to discuss any additional support or adjustments you may need to complete your application. Application Advice: For fairness we keep our candidates personal details hidden from the hiring managers, and we do not ask for your CV at application. Make sure that your Personal Statement clearly shows how your skills and knowledge link to the specifications in the job description and you share with us your passion for the role. Acceptable Use - Artificial Intelligence (AI): We understand that candidates may choose to use AI tools to support their job applications-for example, to help structure or edit written responses. We welcome the use of AI in this way, particularly where it helps improve accessibility, such as for neurodivergent applicants. However, we ask that any information submitted reflects your own experience, skills and understanding. During interviews, candidates are expected to respond independently without the use of AI tools. Apply Now: If you're ready to make a difference and grow with us, send in your application today. We might close the job opening early if we get a lot of applications, so it's a good idea to apply soon. If we do close the advert early, and you have an application in process, we will email you prior to closing to give you time to complete. Interviews will be held via Microsoft Teams on 9th & 10th July.
Assistant Management Accountant Swadlincote, South Derbyshire 32,000 - 35,000 + Study Support Full-time, Permanent, Office Based Eaton Syalon are seeking a motivated and detail-oriented Assistant Management Accountant to join our clients finance team. This is an excellent opportunity for an ambitious finance professional looking to develop their management accounting skills within a dynamic and supportive business based in Swadlincote, South Derbyshire. Reporting to the Finance Manager, you will play a key role in supporting the finance function through the preparation of management accounts, financial reporting, reconciliations, and cash management activities. Key Responsibilities Preparing monthly management accounts Reviewing gross margins and overhead costs to support business performance analysis Preparing monthly service fee backup reports and customer invoices Producing customer rebate reports Calculating and posting prepayments and accruals Completing balance sheet reconciliations Maintaining the fixed asset register Preparing and submitting VAT returns Assisting with the year-end audit process Managing cash flow activities, including cash forecasting Performing bank reconciliations Processing supplier payments through online banking systems Liaising with external Auditors and providing supporting documentation as required Processing accounts payable invoices accurately and efficiently Reconciling supplier statements and resolving discrepancies Person Profile Strong understanding of management accounting principles Experience with balance sheet reconciliations, accruals, and prepayments Excellent attention to detail and accuracy Proficiency in Microsoft Excel and accounting software Ability to work independently and as part of a team Strong communication skills and the confidence to liaise with internal and external stakeholders AAT qualified (desirable) Previous experience working as an Assistant Management Accountant (essential) If you're looking for a role that offers genuine development opportunities and the chance to make a meaningful impact, this position provides the ideal next step. You'll have the opportunity to shape processes, drive system improvements, and contribute to ongoing operational efficiencies. Please note, this role is office based. There may be flexibility to work from home in future but you will initially be required to work on-site in Swadlincote.
Jun 11, 2026
Full time
Assistant Management Accountant Swadlincote, South Derbyshire 32,000 - 35,000 + Study Support Full-time, Permanent, Office Based Eaton Syalon are seeking a motivated and detail-oriented Assistant Management Accountant to join our clients finance team. This is an excellent opportunity for an ambitious finance professional looking to develop their management accounting skills within a dynamic and supportive business based in Swadlincote, South Derbyshire. Reporting to the Finance Manager, you will play a key role in supporting the finance function through the preparation of management accounts, financial reporting, reconciliations, and cash management activities. Key Responsibilities Preparing monthly management accounts Reviewing gross margins and overhead costs to support business performance analysis Preparing monthly service fee backup reports and customer invoices Producing customer rebate reports Calculating and posting prepayments and accruals Completing balance sheet reconciliations Maintaining the fixed asset register Preparing and submitting VAT returns Assisting with the year-end audit process Managing cash flow activities, including cash forecasting Performing bank reconciliations Processing supplier payments through online banking systems Liaising with external Auditors and providing supporting documentation as required Processing accounts payable invoices accurately and efficiently Reconciling supplier statements and resolving discrepancies Person Profile Strong understanding of management accounting principles Experience with balance sheet reconciliations, accruals, and prepayments Excellent attention to detail and accuracy Proficiency in Microsoft Excel and accounting software Ability to work independently and as part of a team Strong communication skills and the confidence to liaise with internal and external stakeholders AAT qualified (desirable) Previous experience working as an Assistant Management Accountant (essential) If you're looking for a role that offers genuine development opportunities and the chance to make a meaningful impact, this position provides the ideal next step. You'll have the opportunity to shape processes, drive system improvements, and contribute to ongoing operational efficiencies. Please note, this role is office based. There may be flexibility to work from home in future but you will initially be required to work on-site in Swadlincote.
Finance Manager - Property & Assets Location: Hybrid home working / Didsbury / Manchester Salary: 49,934 increasing to 51,783 after 6 months Full Time / 35 hours per week / Permanent About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations. Candidates / Role An exciting opportunity has arisen in the Finance team for a Finance Manager - Property & Assets to lead Southway Group's financial monitoring of its property and assets programme. This will entail collaborative work with service managers whilst preparing and reporting KPIs to demonstrate performance and driving improvements through internal controls and processes. You will also have: - Advanced accounts and general ledger skills. - Excellent verbal communication skills, able to explain financial information to residents and manage relations with internal customers effectively - Strong excel skills, with a knowledge of a range of functions and their application. Your main responsibilities would include: 1. Lead the development of effective reporting tools and financial data reports for the Property Services and Assets Teams to support the provision of good quality information for decision making, including concise written reports for the Executive and others. 2. Regular reporting of key performance indicators to show performance against targets (operational and financial), trends and any risk to Southway including non-compliance, reduced income/spend levels, loss of grant, ensuring escalation where necessary to develop remedial actions. 3. Contrast the results of stock condition surveys to Business Plan assumptions. Prepare and monitor long term budgets based on data from various sources including programme schedules, survey results and data from housing management system. This should outline any slippage, savings, acceleration and overspends, with corresponding impacts on current and future year budgets. 4. Support preparation of programme returns and grant claims to external partners (identifying works, administration and staffing elements), ensuring all data and explanations are evidenced with colleagues before submission. 5. Prepare fixed asset register and general ledger entries using data from the stock investment programme to ensure the accountancy for the capital works costs and related grant are correctly identified for individual properties and components. 6. Prepare budgets for Property Services including analysis of different workstreams (and agree recharges between DLO and the client) to ensure value for money is achieved via operational delivery. 7. Ensure the Finance Apprentice (Property & Assets) liaises productively with budget holders to analyse results and consider actions to deliver effective budgetary control. 8. Identify and drive improvements in processes and procedures which impact the financial performance of the repairs and maintenance service. 9. Assist budget holders to operate an effective system of electronic purchase order and invoice authorisation routines, resolving individual users' difficulties. Support budget holders to enable them to navigate through the financial processes, including the NOPO report, to improve data integrity and accurately record costs and grant income to be accrued. 10. Provide information to Finance Operations team supporting the preparation of monthly management accounts, annual statutory accounts and other reports as required (e.g. Funders Report) outlining performance and explanations on variances. Closing Date: Monday 13 October 2025 Interview Date: w/c Monday 20 October 2025 For an informal discussion about this role please contact Bhups Gohil, Assistant Director of Finance . We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.
Oct 08, 2025
Full time
Finance Manager - Property & Assets Location: Hybrid home working / Didsbury / Manchester Salary: 49,934 increasing to 51,783 after 6 months Full Time / 35 hours per week / Permanent About Us Southway Housing Trust is a committed and forward-thinking community focused housing association dedicated to providing excellent homes and outstanding customer care. With a vision of Thriving Communities, Southway manages over 6,500 homes across Greater Manchester. Southway strives to reduce child poverty, loneliness and isolation and increase employment, social connectedness and pride in neighbourhoods. Our REACH values of Respect, Equity, Ambition, Compassion and Honesty reflect Southway's culture, how we deliver our services, and our relationships with customers, colleagues and partners. Southway values diversity in all aspects of its communities and operations. Candidates / Role An exciting opportunity has arisen in the Finance team for a Finance Manager - Property & Assets to lead Southway Group's financial monitoring of its property and assets programme. This will entail collaborative work with service managers whilst preparing and reporting KPIs to demonstrate performance and driving improvements through internal controls and processes. You will also have: - Advanced accounts and general ledger skills. - Excellent verbal communication skills, able to explain financial information to residents and manage relations with internal customers effectively - Strong excel skills, with a knowledge of a range of functions and their application. Your main responsibilities would include: 1. Lead the development of effective reporting tools and financial data reports for the Property Services and Assets Teams to support the provision of good quality information for decision making, including concise written reports for the Executive and others. 2. Regular reporting of key performance indicators to show performance against targets (operational and financial), trends and any risk to Southway including non-compliance, reduced income/spend levels, loss of grant, ensuring escalation where necessary to develop remedial actions. 3. Contrast the results of stock condition surveys to Business Plan assumptions. Prepare and monitor long term budgets based on data from various sources including programme schedules, survey results and data from housing management system. This should outline any slippage, savings, acceleration and overspends, with corresponding impacts on current and future year budgets. 4. Support preparation of programme returns and grant claims to external partners (identifying works, administration and staffing elements), ensuring all data and explanations are evidenced with colleagues before submission. 5. Prepare fixed asset register and general ledger entries using data from the stock investment programme to ensure the accountancy for the capital works costs and related grant are correctly identified for individual properties and components. 6. Prepare budgets for Property Services including analysis of different workstreams (and agree recharges between DLO and the client) to ensure value for money is achieved via operational delivery. 7. Ensure the Finance Apprentice (Property & Assets) liaises productively with budget holders to analyse results and consider actions to deliver effective budgetary control. 8. Identify and drive improvements in processes and procedures which impact the financial performance of the repairs and maintenance service. 9. Assist budget holders to operate an effective system of electronic purchase order and invoice authorisation routines, resolving individual users' difficulties. Support budget holders to enable them to navigate through the financial processes, including the NOPO report, to improve data integrity and accurately record costs and grant income to be accrued. 10. Provide information to Finance Operations team supporting the preparation of monthly management accounts, annual statutory accounts and other reports as required (e.g. Funders Report) outlining performance and explanations on variances. Closing Date: Monday 13 October 2025 Interview Date: w/c Monday 20 October 2025 For an informal discussion about this role please contact Bhups Gohil, Assistant Director of Finance . We are committed to equality of opportunity and welcome applications from suitably skilled people from all sectors of the community. All applicants who have a disability or are ex armed forces that meet the minimum essential criteria for the post will be invited to interview. If you have a disability or are ex armed forces, please tell us about this on your application form and please let us know about any special arrangements you would like us to make if you are invited in for an interview.
Role: Assistant Commercial Contracts Coordinator Salary: Competitive, Good Benefits & 10% Bonus Location: Woking, Hybrid Working (3 days in the office, 2 days from home - 8.30am-5pm Monday-Friday) At Impact Food Group , we re more than a school caterer. We re driven by creating a positive food culture and helping more students eat better food. Making a positive social impact is at the centre of our identity. We tirelessly learn, develop and make improvements in every way, every day. Delivered by our distinct and industry leading brands; Innovate , Cucina, Hutchisons and Chapter One , we cater for over 550,000 students, operating more than 800 schools with growth each year. Due to continued business growth an exciting opportunity has arisen for a Contract Manager to join the Commercial team with a focus on providing support to the wider business. You will join a growing Commercial team that is making a real impact on the success of Impact Food Group. Role Responsibilities: Contract Review Reviewing contracts to ensure they meet the company's needs and comply with legal standards. Collaborating with internal teams (e.g., sales) to gather information and define contract terms. Contract Execution and Management Ensuring contracts are executed correctly and in a timely manner. Drafting addendums to existing contracts. Managing the contract lifecycle, including tracking key dates, milestones, and deliverables. Maintaining accurate records of all contracts and related documentation. Compliance and Risk Management: Ensuring contracts comply with all applicable laws, regulations, and company policies. Identifying and assessing potential risks associated with contracts and implementing mitigation strategies. Communication and Stakeholder Management: Serving as the primary point of contact for contracts Communicating contract terms and obligations with sales Building and maintaining strong relationships with vendors and clients. About You Qualifications/Skills & Required Experience: Strong analytical and problem-solving skills: To evaluate contracts, identify risks, and resolve issues. Excellent negotiation and communication skills: To effectively negotiate contracts and communicate with stakeholders. Familiarity with contract law and regulations: To ensure contracts comply with legal requirements. Attention to detail: To ensure accuracy and thoroughness in contract management. Experience with contract management software and systems: To efficiently manage contracts and track performance. Ability to work independently and as part of a team: To effectively manage contracts and collaborate with stakeholders. Some legal background Excellent with Word What We d Love to Give You Competitive salary 25 days paid annual leave plus bank holidays. Company pension scheme. Access to our extensive online Learning platform and development opportunities An employee wellbeing platform. IFG rewards for highstreets discounts. Annual Summer Party with company awards. Additional Details IFG are committed to the safeguarding of children and our employees share this commitment. Successful candidates are required to undergo an enhanced DBS check, which we supply the cost for. We are a committed equal opportunities employer - if you require any assistance for the interview process, please detail within your application. All information is kept confidential and in compliance with GDPR requirements.
Oct 02, 2025
Full time
Role: Assistant Commercial Contracts Coordinator Salary: Competitive, Good Benefits & 10% Bonus Location: Woking, Hybrid Working (3 days in the office, 2 days from home - 8.30am-5pm Monday-Friday) At Impact Food Group , we re more than a school caterer. We re driven by creating a positive food culture and helping more students eat better food. Making a positive social impact is at the centre of our identity. We tirelessly learn, develop and make improvements in every way, every day. Delivered by our distinct and industry leading brands; Innovate , Cucina, Hutchisons and Chapter One , we cater for over 550,000 students, operating more than 800 schools with growth each year. Due to continued business growth an exciting opportunity has arisen for a Contract Manager to join the Commercial team with a focus on providing support to the wider business. You will join a growing Commercial team that is making a real impact on the success of Impact Food Group. Role Responsibilities: Contract Review Reviewing contracts to ensure they meet the company's needs and comply with legal standards. Collaborating with internal teams (e.g., sales) to gather information and define contract terms. Contract Execution and Management Ensuring contracts are executed correctly and in a timely manner. Drafting addendums to existing contracts. Managing the contract lifecycle, including tracking key dates, milestones, and deliverables. Maintaining accurate records of all contracts and related documentation. Compliance and Risk Management: Ensuring contracts comply with all applicable laws, regulations, and company policies. Identifying and assessing potential risks associated with contracts and implementing mitigation strategies. Communication and Stakeholder Management: Serving as the primary point of contact for contracts Communicating contract terms and obligations with sales Building and maintaining strong relationships with vendors and clients. About You Qualifications/Skills & Required Experience: Strong analytical and problem-solving skills: To evaluate contracts, identify risks, and resolve issues. Excellent negotiation and communication skills: To effectively negotiate contracts and communicate with stakeholders. Familiarity with contract law and regulations: To ensure contracts comply with legal requirements. Attention to detail: To ensure accuracy and thoroughness in contract management. Experience with contract management software and systems: To efficiently manage contracts and track performance. Ability to work independently and as part of a team: To effectively manage contracts and collaborate with stakeholders. Some legal background Excellent with Word What We d Love to Give You Competitive salary 25 days paid annual leave plus bank holidays. Company pension scheme. Access to our extensive online Learning platform and development opportunities An employee wellbeing platform. IFG rewards for highstreets discounts. Annual Summer Party with company awards. Additional Details IFG are committed to the safeguarding of children and our employees share this commitment. Successful candidates are required to undergo an enhanced DBS check, which we supply the cost for. We are a committed equal opportunities employer - if you require any assistance for the interview process, please detail within your application. All information is kept confidential and in compliance with GDPR requirements.
Supporter Care Executive Location: Home-based, with travel to Birmingham for monthly meetings, and occasional travel across our network for events Contract: Contract, 37 hours per week Pay rate: £15.74 per hour, PAYE About the role At Canal & River Trust, we care for 2,000 miles of canals and rivers, helping nature thrive, keeping history alive, and providing places for people to enjoy. None of this would be possible without the generosity of our supporters. We're looking for an enthusiastic and motivated Supporter Care Executive to join our Fundraising Operations Team. Reporting to the Supporter Care Manager, you'll be at the heart of delivering an outstanding experience for our 32,000+ Friends and wider donor community. From ensuring every new supporter receives a warm welcome to creating engaging, tailored journeys, you'll play a vital role in strengthening supporter loyalty and inspiring long-term giving. This is an exciting opportunity to shape how thousands of people connect with our work and see the difference they make. What you'll be doing Delivering exceptional supporter care through phone, email, post, and in-person channels. Designing and delivering exceptional supporter journeys - from the first welcome and thank you to ongoing stewardship - through tailored communications such as newsletters, thank you packs and engaging digital content, created in collaboration with fundraising and marketing colleagues. Working with internal and external stakeholders to oversee the production of our flagship supporter magazine, Waterfront, producing inspiring articles that showcase the importance of supporter donations. Working with partners such as THINK and About Loyalty to analyse data and supporter feedback, identifying improvements and strengthening retention. Ensuring compliance with fundraising regulations and legislation, including GDPR and the Fundraising Code of Practice, across all processes. Reporting on key KPIs, including cases, complaints, retention, cancellations, and campaign performance, using insights to drive improvements. Providing guidance to the Supporter Care Assistant, supporting quality control and cover where needed. Acting as a champion for fundraising standards and regulatory compliance across the directorate. About you You'll bring experience in a charity or similar organisation, excellent communication and copywriting skills, and confidence in analysing data to improve supporter experiences. Organised and collaborative, you'll thrive on building strong relationships, championing best practice, and ensuring every supporter feels genuinely valued. What we offer In return, you'll join a supportive, dedicated team, with flexible home-based working and the chance to play a central role in helping nature, heritage, and communities flourish by water. Please note that this role requires regular travel to our Birmingham hub for monthly meetings, as well as occasional travel across our network for regional events throughout the year. Supporter Care Executive
Oct 02, 2025
Contractor
Supporter Care Executive Location: Home-based, with travel to Birmingham for monthly meetings, and occasional travel across our network for events Contract: Contract, 37 hours per week Pay rate: £15.74 per hour, PAYE About the role At Canal & River Trust, we care for 2,000 miles of canals and rivers, helping nature thrive, keeping history alive, and providing places for people to enjoy. None of this would be possible without the generosity of our supporters. We're looking for an enthusiastic and motivated Supporter Care Executive to join our Fundraising Operations Team. Reporting to the Supporter Care Manager, you'll be at the heart of delivering an outstanding experience for our 32,000+ Friends and wider donor community. From ensuring every new supporter receives a warm welcome to creating engaging, tailored journeys, you'll play a vital role in strengthening supporter loyalty and inspiring long-term giving. This is an exciting opportunity to shape how thousands of people connect with our work and see the difference they make. What you'll be doing Delivering exceptional supporter care through phone, email, post, and in-person channels. Designing and delivering exceptional supporter journeys - from the first welcome and thank you to ongoing stewardship - through tailored communications such as newsletters, thank you packs and engaging digital content, created in collaboration with fundraising and marketing colleagues. Working with internal and external stakeholders to oversee the production of our flagship supporter magazine, Waterfront, producing inspiring articles that showcase the importance of supporter donations. Working with partners such as THINK and About Loyalty to analyse data and supporter feedback, identifying improvements and strengthening retention. Ensuring compliance with fundraising regulations and legislation, including GDPR and the Fundraising Code of Practice, across all processes. Reporting on key KPIs, including cases, complaints, retention, cancellations, and campaign performance, using insights to drive improvements. Providing guidance to the Supporter Care Assistant, supporting quality control and cover where needed. Acting as a champion for fundraising standards and regulatory compliance across the directorate. About you You'll bring experience in a charity or similar organisation, excellent communication and copywriting skills, and confidence in analysing data to improve supporter experiences. Organised and collaborative, you'll thrive on building strong relationships, championing best practice, and ensuring every supporter feels genuinely valued. What we offer In return, you'll join a supportive, dedicated team, with flexible home-based working and the chance to play a central role in helping nature, heritage, and communities flourish by water. Please note that this role requires regular travel to our Birmingham hub for monthly meetings, as well as occasional travel across our network for regional events throughout the year. Supporter Care Executive
The Bread Factory is London's leading Artisan Bakery, known for award-winning breads, pastries, and cakes, supplying top-quality products across e-commerce, grocery, food services, and retailers such as our GAIL's Bakeries nationwide. As our teams grow, we are seeking our next Unit Manager to join our team. We Care about a Job Well Done: Since 1993, we have been champions in traditional baking with the finest ingredients and techniques. We always do things the right way, not the easy way. We Care about Baking: At The Bread Factory, all our teams take pride in crafting beautiful, freshly baked loaves, pastries, and cakes. We are all passionate about our products and share knowledge among us all. We Care about Each Other: We always act with respect, empathy, and support to our employees, neighbours and customers. We Care about Community: We believe in minimising unsustainable practices and reducing waste. While ensuring we continue to provide everyone with nutritious high-quality food. Every day is different at The Bread Factory, but here are some of the things you will be doing: Lead artisan bread production by delivering handcrafted loaves on time, every time, supported by your head bakers, assistant managers, and shift leaders. Champion craft and quality by ensuring every product meets world-class standards while supporting the launch of new artisan creations. Drive performance aligning with business KPIs, identifying how your bakery can make the biggest impact. Plan with precision by accurately forecast and schedule labour, while managing material use and costs effectively. Control waste, protect craft to implement smart processes that reduce waste and boost profitability without compromising quality. Maintain the highest standards by uphold Food Safety (BRC) and GMP audit excellence, embedding a culture of safety and performance. Collaborate across the wider business by working closely with technical, engineering, sales, packing, and customer support teams to deliver the very best for our customers. Inspire and develop your team, lead, motivate, train, and engage bakers at every level, nurturing skills and passion for artisan bread. Be a sustainability champion, support our mission to be soil positive and drive the transition to using only the finest organic flours. Our team tells us you will be a great addition if you have: The ability to inspire, motivate and engage teams, driving performance through support and collaboration. Experience in food production, ideally in an artisan bakery or a fast-paced FMCG environment. Passion for quality and standards, committed to food safety, health & safety, and delivering excellence for every customer. Operational know-how, skilled in planning, problem-solving, and making smart improvements to processes. Confidence with data and systems, comfortable using Excel, Word, Outlook, Power BI and Tropos to manage performance effectively. A role model mindset by leading by example with a positive, professional, and hands-on approach to craft and leadership. Courage and integrity, unafraid to challenge the status quo, always looking for better ways to raise standards and improve the business. What's in it for you: Fresh bread daily to take home to enjoy with family and friends. 50% discount at GAIL's and 40% off at The Bread Factory & The Flour Station Markets. 25 days holiday + bank holidays Private Medical Insurance Salary Sacrifice Schemes Discounts and Savings from high-street retailers and restaurants 24-hour GP service Cycle to work scheme
Oct 01, 2025
Full time
The Bread Factory is London's leading Artisan Bakery, known for award-winning breads, pastries, and cakes, supplying top-quality products across e-commerce, grocery, food services, and retailers such as our GAIL's Bakeries nationwide. As our teams grow, we are seeking our next Unit Manager to join our team. We Care about a Job Well Done: Since 1993, we have been champions in traditional baking with the finest ingredients and techniques. We always do things the right way, not the easy way. We Care about Baking: At The Bread Factory, all our teams take pride in crafting beautiful, freshly baked loaves, pastries, and cakes. We are all passionate about our products and share knowledge among us all. We Care about Each Other: We always act with respect, empathy, and support to our employees, neighbours and customers. We Care about Community: We believe in minimising unsustainable practices and reducing waste. While ensuring we continue to provide everyone with nutritious high-quality food. Every day is different at The Bread Factory, but here are some of the things you will be doing: Lead artisan bread production by delivering handcrafted loaves on time, every time, supported by your head bakers, assistant managers, and shift leaders. Champion craft and quality by ensuring every product meets world-class standards while supporting the launch of new artisan creations. Drive performance aligning with business KPIs, identifying how your bakery can make the biggest impact. Plan with precision by accurately forecast and schedule labour, while managing material use and costs effectively. Control waste, protect craft to implement smart processes that reduce waste and boost profitability without compromising quality. Maintain the highest standards by uphold Food Safety (BRC) and GMP audit excellence, embedding a culture of safety and performance. Collaborate across the wider business by working closely with technical, engineering, sales, packing, and customer support teams to deliver the very best for our customers. Inspire and develop your team, lead, motivate, train, and engage bakers at every level, nurturing skills and passion for artisan bread. Be a sustainability champion, support our mission to be soil positive and drive the transition to using only the finest organic flours. Our team tells us you will be a great addition if you have: The ability to inspire, motivate and engage teams, driving performance through support and collaboration. Experience in food production, ideally in an artisan bakery or a fast-paced FMCG environment. Passion for quality and standards, committed to food safety, health & safety, and delivering excellence for every customer. Operational know-how, skilled in planning, problem-solving, and making smart improvements to processes. Confidence with data and systems, comfortable using Excel, Word, Outlook, Power BI and Tropos to manage performance effectively. A role model mindset by leading by example with a positive, professional, and hands-on approach to craft and leadership. Courage and integrity, unafraid to challenge the status quo, always looking for better ways to raise standards and improve the business. What's in it for you: Fresh bread daily to take home to enjoy with family and friends. 50% discount at GAIL's and 40% off at The Bread Factory & The Flour Station Markets. 25 days holiday + bank holidays Private Medical Insurance Salary Sacrifice Schemes Discounts and Savings from high-street retailers and restaurants 24-hour GP service Cycle to work scheme
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
