7 jobs found

Interim Head of Community Learning Disability Team (CLDT) Location: Royal Borough of Greenwich, LondonContract: Interim (Agency)Hours: 35 per week (09:00-17:00)Rate: Negotiable (Inside IR35) About the Role The Royal Borough of Greenwich is seeking an experienced and strategic leader to take on the role of Interim Head of Community Learning Disability Team (CLDT) within Adult Services. This is a senior leadership opportunity to shape and influence the future direction of Community Learning Disability Services, driving innovation, integration, and improved outcomes for adults with learning disabilities. Purpose of the Role Reporting to the Assistant Director, you will: Provide strategic leadership to shape the future delivery of CLDT services Lead on service design and transformation , ensuring high-quality, cost-effective provision Develop integrated service models that reduce inequalities and improve health and wellbeing outcomes Oversee operational delivery, performance, and financial management of the service Promote a culture of continuous improvement, safe practice, and value for money Ensure service user voice and co-production are embedded in service development Build strong partnerships across health, social care, and wider stakeholders Key Responsibilities Lead and manage multidisciplinary teams within Community Learning Disability Services Drive strategic planning and transformation programmes Ensure compliance with statutory frameworks, best practice, and governance standards Manage budgets and resources effectively Support and develop staff, maintaining high morale and performance Influence and collaborate with senior stakeholders across the system Address inequalities and improve access to services Requirements Proven experience at Head of Service / Senior Leadership level within Adult Social Care or Health Strong background in Learning Disability services (CLDT) Demonstrable experience in service transformation and integration Excellent understanding of Adult Social Care legislation and policy Experience managing budgets, performance, and complex services Strong leadership, influencing, and stakeholder management skills What We're Looking For A strategic thinker with the ability to drive change Strong leadership and people management capability Experience working in complex, multi-agency environments Commitment to person-centred, inclusive, and outcome-focused services Ability to deliver under pressure in an interim capacity Additional Information This role is Inside IR35 Rate is negotiable - minium base £46.05 paye exclusive of holiday pay or £57.93 LTD inclusive of holiday pay Please email your CV to or call

Assistant Director of Smart Cities and ICT Contract: Permanent Working Pattern: Full time Advert End Date: 07/04/:59 Salary: £95,878 - £108,164 per annum Hours per week: 37 Employment Location: City Hall As a recognised leader in Smart City innovation, Sunderland City Council is at the forefront of using advanced technology to enrich the lives of residents, accelerate economic growth, and create a smarter, more connected future for all. Our award-winning smart city programme is driving bold transformation across digital infrastructure, data innovation, and technology-enabled public services, leaving no one and nowhere behind. An exciting opportunity has now arisen to join our Smart City and ICT leadership team. We are seeking a forward-thinking, visionary leader to help continue Sunderland's ambitions as one of the UK's leading smart cities. This is a pivotal senior role shaping the next phase of our digital transformation journey. Role Summary - Assistant Director of Smart Cities and ICT The Assistant Director of Smart Cities and ICT will play a central role in driving the city's evolution into a digitally enabled, data-driven, and future-ready place. Reporting to the Director of Smart Cities & Enabling Services, the postholder will provide strategic leadership across major areas of digital transformation, smart city innovation, and ICT service delivery. You will lead major programmes of citywide investment in next-generation digital infrastructure, smart technologies, and innovative data solutions that deliver tangible benefits for residents, businesses, and communities. This includes shaping and delivering the Smart City strategy, overseeing large-scale technology deployments, and managing strategic partnerships-including the Smart City Joint Venture-to maximise investment and impact. The role also carries responsibility for the council's ICT service, providing senior leadership and strategic direction to ensure our technology environment is modern, resilient, secure, and aligned with organisational priorities. You will oversee ICT operations, cyber security, architecture, service delivery, business assurance, and City Alarm & Emergency Control, ensuring the council is equipped with robust, high-performing systems and services. As a senior corporate leader, you will contribute proactively to the council's strategic direction, inspire high-performing teams, drive innovation, and represent Sunderland at regional, national, and international forums relating to digital transformation and smart cities. This is a high-impact leadership role for an individual with strong strategic capability, deep digital and ICT expertise, and a passion for transforming places through technology. Candidates should bring extensive senior-level experience, a track record of delivering major ICT or smart city programmes, and the ability to build strong partnerships across sectors. Closing date: 7 April 2026. Shortlisting will be concluded on Thursday 7th April, 2026 and the assessment centre will take place on Wednesday 22nd April 2026. Successful candidates following this stage will be invited to interview on Thursday 23rd April. Please note that CVs are not accepted. Please note that all communication regarding your application for this post will be sent to the email address that you have registered online with North East Jobs, including your invitation to any online assessment you are required to undertake and your invite to interview if you are short-listed. Please check your email inbox after the closing date for notifications as you may not be notified by any other means. Please remember to check your junk mail items. To Apply If you feel you are a suitable candidate and would like to work for Sunderland City Council, please click apply to be redirected to our website to complete your application.

Assistant Director of Smart Cities and ICT Contract: Permanent Working Pattern: Full time Advert End Date: 07/04/:59 Salary: £95,878 - £108,164 per annum Hours per week: 37 Employment Location: City Hall As a recognised leader in Smart City innovation, Sunderland City Council is at the forefront of using advanced technology to enrich the lives of residents, accelerate economic growth, and create a smarter, more connected future for all. Our award-winning smart city programme is driving bold transformation across digital infrastructure, data innovation, and technology-enabled public services, leaving no one and nowhere behind. An exciting opportunity has now arisen to join our Smart City and ICT leadership team. We are seeking a forward-thinking, visionary leader to help continue Sunderland s ambitions as one of the UK s leading smart cities. This is a pivotal senior role shaping the next phase of our digital transformation journey. Role Summary Assistant Director of Smart Cities and ICT The Assistant Director of Smart Cities and ICT will play a central role in driving the city's evolution into a digitally enabled, data-driven, and future-ready place. Reporting to the Director of Smart Cities & Enabling Services, the postholder will provide strategic leadership across major areas of digital transformation, smart city innovation, and ICT service delivery. You will lead major programmes of citywide investment in next-generation digital infrastructure, smart technologies, and innovative data solutions that deliver tangible benefits for residents, businesses, and communities. This includes shaping and delivering the Smart City strategy, overseeing large-scale technology deployments, and managing strategic partnerships including the Smart City Joint Venture to maximise investment and impact. The role also carries responsibility for the council s ICT service, providing senior leadership and strategic direction to ensure our technology environment is modern, resilient, secure, and aligned with organisational priorities. You will oversee ICT operations, cyber security, architecture, service delivery, business assurance, and City Alarm & Emergency Control, ensuring the council is equipped with robust, high-performing systems and services. As a senior corporate leader, you will contribute proactively to the council s strategic direction, inspire high-performing teams, drive innovation, and represent Sunderland at regional, national, and international forums relating to digital transformation and smart cities. This is a high-impact leadership role for an individual with strong strategic capability, deep digital and ICT expertise, and a passion for transforming places through technology. Candidates should bring extensive senior-level experience, a track record of delivering major ICT or smart city programmes, and the ability to build strong partnerships across sectors. Closing date: 7 April 2026. Shortlisting will be concluded on Thursday 7th April, 2026 and the assessment centre will take place on Wednesday 22nd April 2026. Successful candidates following this stage will be invited to interview on Thursday 23rd April. Please note that CVs are not accepted. Please note that all communication regarding your application for this post will be sent to the email address that you have registered online with North East Jobs, including your invitation to any online assessment you are required to undertake and your invite to interview if you are short-listed. Please check your email inbox after the closing date for notifications as you may not be notified by any other means. Please remember to check your junk mail items. To Apply If you feel you are a suitable candidate and would like to work for Sunderland City Council, please click apply to be redirected to our website to complete your application.

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

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