Senior Auditor - London (Hybrid Working) Are you an ambitious audit professional ready to take the next step in your career? A growing accountancy firm is seeking a Senior Auditor to join their expanding Mid-Market and Not-for-Profit team. With hybrid working options and clear pathways for progression, this is a great opportunity to work across diverse clients while shaping the future of a dynamic audit team. About the Role As a Senior Auditor, you will lead audit engagements across corporate and not-for-profit clients, managing the process from planning through to completion. You will liaise directly with senior finance teams, provide technical guidance, and work closely with managers and partners. This role also offers the chance to contribute to team development and wider advisory projects, offering both challenge and visibility. What You'll Be Doing Take ownership of audit engagements, overseeing planning, fieldwork, and completion while liaising with clients. Mentor and manage junior staff, supporting their development and reviewing performance. Apply technical expertise to resolve complex accounting and auditing issues. Contribute to advisory projects and team initiatives, adding value to clients. Manage priorities and workflows efficiently to deliver results on time. What We're Looking For ACA or ACCA qualified (or equivalent) with experience in audit and accounts practice. Proven track record in managing staff and leading audit engagements. Strong knowledge of accounting and auditing standards, able to address complex issues. Commercially minded, organised, and confident in building credibility with clients and colleagues. Flexible, proactive, and committed to delivering high-quality audit services. What's On Offer Competitive salary of £45,000-£50,000. Hybrid working policy - up to three days per week from home, core hours 10-4. 25 days annual leave, contributory pension scheme, Life Assurance, and family-friendly benefits. Eligibility for profit-sharing plan and recognition for overtime. Structured career development with opportunities to progress into assistant manager roles. This Senior Auditor role is based in London within a thriving accountancy environment, offering exposure to mid-market businesses, financial services, and not-for-profit clients. With hybrid flexibility and strong support for professional growth, this is an ideal opportunity to advance your career while enjoying a healthy work-life balance. Apply today or contact us confidentially to discuss your suitability for this exciting Senior Auditor opportunity.
Apr 01, 2026
Full time
Senior Auditor - London (Hybrid Working) Are you an ambitious audit professional ready to take the next step in your career? A growing accountancy firm is seeking a Senior Auditor to join their expanding Mid-Market and Not-for-Profit team. With hybrid working options and clear pathways for progression, this is a great opportunity to work across diverse clients while shaping the future of a dynamic audit team. About the Role As a Senior Auditor, you will lead audit engagements across corporate and not-for-profit clients, managing the process from planning through to completion. You will liaise directly with senior finance teams, provide technical guidance, and work closely with managers and partners. This role also offers the chance to contribute to team development and wider advisory projects, offering both challenge and visibility. What You'll Be Doing Take ownership of audit engagements, overseeing planning, fieldwork, and completion while liaising with clients. Mentor and manage junior staff, supporting their development and reviewing performance. Apply technical expertise to resolve complex accounting and auditing issues. Contribute to advisory projects and team initiatives, adding value to clients. Manage priorities and workflows efficiently to deliver results on time. What We're Looking For ACA or ACCA qualified (or equivalent) with experience in audit and accounts practice. Proven track record in managing staff and leading audit engagements. Strong knowledge of accounting and auditing standards, able to address complex issues. Commercially minded, organised, and confident in building credibility with clients and colleagues. Flexible, proactive, and committed to delivering high-quality audit services. What's On Offer Competitive salary of £45,000-£50,000. Hybrid working policy - up to three days per week from home, core hours 10-4. 25 days annual leave, contributory pension scheme, Life Assurance, and family-friendly benefits. Eligibility for profit-sharing plan and recognition for overtime. Structured career development with opportunities to progress into assistant manager roles. This Senior Auditor role is based in London within a thriving accountancy environment, offering exposure to mid-market businesses, financial services, and not-for-profit clients. With hybrid flexibility and strong support for professional growth, this is an ideal opportunity to advance your career while enjoying a healthy work-life balance. Apply today or contact us confidentially to discuss your suitability for this exciting Senior Auditor opportunity.
The Finance Assistant will play a key role in ensuring the efficient and accurate processing of invoices and payments within the not-for-profit sector. This temporary role based in Wolverhampton offers an excellent opportunity to contribute to a meaningful cause while utilising your accounting expertise. Client Details This not-for-profit organisation is a well-established and respected entity within its sector. Operating as a medium-sized organisation, it is committed to delivering impactful services and fostering a supportive environment for its employees. Description Process invoices and expense claims in a timely and accurate manner. Maintain and reconcile supplier accounts to ensure accuracy. Respond to supplier and internal queries regarding payments and invoices. Prepare payment runs and ensure all authorisations are in place. Assist with month-end processes, including reconciliations and reporting. Support the wider Accounting & Finance team with ad-hoc tasks as required. Ensure compliance with organisational policies and financial regulations. Raise sales invoices and undertake credit control processes Maintain cashbook, posting of receipts, payments and allocation of direct debits Assist the Finance Manager and Head of Finance with the distribution of monthly budgetary and spending reports Assist budget holders in understanding their monthly budget reports and statements. Maintain records for audit and support preparation for audit visit. Profile A successful Finance Assistant should have: Previous experience in an accounts payable or similar role within the accounting & finance field. A strong understanding of financial processes and procedures. Proficiency in accounting software and Microsoft Excel. Excellent attention to detail and organisational skills. The ability to work effectively within a team and meet deadlines. A proactive approach to problem-solving and process improvement. Job Offer An hourly rate between 14.00 and 17.00, based on experience. Hybrid working arrangements for enhanced work-life balance. Temporary position offering flexibility and valuable experience within the not-for-profit sector. A supportive and collaborative workplace culture in Wolverhampton. If you are an Finance Assistant looking for a rewarding role in the not-for-profit industry, we encourage you to apply today!
Mar 31, 2026
Seasonal
The Finance Assistant will play a key role in ensuring the efficient and accurate processing of invoices and payments within the not-for-profit sector. This temporary role based in Wolverhampton offers an excellent opportunity to contribute to a meaningful cause while utilising your accounting expertise. Client Details This not-for-profit organisation is a well-established and respected entity within its sector. Operating as a medium-sized organisation, it is committed to delivering impactful services and fostering a supportive environment for its employees. Description Process invoices and expense claims in a timely and accurate manner. Maintain and reconcile supplier accounts to ensure accuracy. Respond to supplier and internal queries regarding payments and invoices. Prepare payment runs and ensure all authorisations are in place. Assist with month-end processes, including reconciliations and reporting. Support the wider Accounting & Finance team with ad-hoc tasks as required. Ensure compliance with organisational policies and financial regulations. Raise sales invoices and undertake credit control processes Maintain cashbook, posting of receipts, payments and allocation of direct debits Assist the Finance Manager and Head of Finance with the distribution of monthly budgetary and spending reports Assist budget holders in understanding their monthly budget reports and statements. Maintain records for audit and support preparation for audit visit. Profile A successful Finance Assistant should have: Previous experience in an accounts payable or similar role within the accounting & finance field. A strong understanding of financial processes and procedures. Proficiency in accounting software and Microsoft Excel. Excellent attention to detail and organisational skills. The ability to work effectively within a team and meet deadlines. A proactive approach to problem-solving and process improvement. Job Offer An hourly rate between 14.00 and 17.00, based on experience. Hybrid working arrangements for enhanced work-life balance. Temporary position offering flexibility and valuable experience within the not-for-profit sector. A supportive and collaborative workplace culture in Wolverhampton. If you are an Finance Assistant looking for a rewarding role in the not-for-profit industry, we encourage you to apply today!
Part time Head of People and Governance (remote) provides leadership to the CEO Office team, acting as key advisor to the CEO and SLT. You will be responsible for the specialist areas of the CEO Office: People, Governance and Executive Support. The key focus is to lead the People function, including the development and implementation of People strategies, policies and processes, whilst delivering high quality support and advisory services. Client Details This not-for-profit organisation is committed to making a positive impact in its field and operates as a small-sized entity. It values professionalism, transparency, and accountability, providing a supportive environment for its employees. Description Part time Head of People and Governance (remote) provides leadership to the CEO Office team and serve as a key advisor to the CEO and Senior Leadership Team (SLT). This role will be responsible for the three specialist areas which form the CEO Office: People, Governance and Executive Support. This role is responsible for delivering the People function for the organisation, including the development and implementation of People strategies, plans, policies and processes. You will lead the People team in delivering high quality support and advisory services. People function Responsible for delivering a high-performing People Services function ensuring all interactions adhere to BC's inclusion and organisational values. To lead, manage and be accountable for the function, including: Aligning workload with the organisation's Strategy and annual business plans. Advising, coaching, and enabling the People Services team to deliver effectively and create an engaging, supportive, and empowering environment. Lead on Employee Health and Wellbeing initiatives, promoting a culture of engagement and self-responsibility. Implement, monitor and evaluate performance management systems and processes. Act as the escalation point for complex employee casework, including dispute resolutions, disciplinaries, grievances, absence, retirement and redundancy, ensuring that the SLT members' roles remain objective and that safe formal processes can occur if required. Oversee and manage 'Charity Learn' organisation's online learning management system. In conjunction with the CEO and SLT, develop and implement a People Strategy to include areas of succession planning, talent management, change management, and staff engagement. Governance, Risk and Management Information & Reporting Accountable for the smooth running of the organisation's core governance activities and trustee meetings, including: Overseeing the risk and audit process for the CEO Office, bridging as needed between the Finance Directorate and the CEO Office Directorate. Ensuring all core legal requirements are met and that the trustees comply with their duties in accordance with the Articles of Association. Executive Support Ensure the support function to the CEO and SLT is delivered efficiently and effectively, including direct line management of the Executive Assistant to the CEO and SLT PA's. Management and Development of Team members Responsible for managing a team of five direct reports and undertaking all Line Manager duties, including: Setting objectives, workload planning, coaching,holding 121 meetings and regular reviews. Role modelling people management in line with the organisation's values and competency framework, setting a good example from the CEO Office. Strategy, Planning and Budgeting Working with the CEO and SLT on the annual and long-term business cycles, including: Creating annual Directorate work plans to deliver actions and outcomes in line with the organisation's strategic priorities ensuring teams within your responsibility have clarity and direction. Supporting the Directorate with workforce planning and resource management as required. Responsible for the CEO Office budget. This is offered as a remote role. Profile To apply for the role of Part time Head of People and Governance (remote), your profile should closely match the following: Strong experience leading a People/HR function, responsible for both strategic and operational initiatives. Excellent technical HR knowledge and understanding of current employment law/progressive HR practices. CIPD Level 5 qualified and/or Level 7 completed or working towards, or equivalent professional HR/People Management qualification. Experience of line management, including the ability to lead teams and communicate across a variety of levels. Able to apply sound judgement and discretion to all areas of work. Understanding of the importance of equality, diversity and inclusion and able to apply principles in HR practices. Knowledge of executive support work in complex organisations and to Board level. High level knowledge of charity governance and risk would be preferred. Able to build relationships and develop rapport at all levels of organisation and with external contacts, demonstrating emotional intelligence. Analytical and methodical, with a high degree of accuracy. Organised with ability to prioritise workload, set work programmes, meet tight deadlines and use own initiative. Advanced organisation and planning skills. Job Offer This role offers the following: Base salary - 45'000- 50'000 full time equivalent salary. 28 days' annual leave plus all UK Bank Holidays. 8% employer contributions into an Aviva pension. Life assurance / death in service benefits. Employee assistance programme - comprehensive. Company sick pay scheme - generous offer over and above SSP. Generous flexible working policies. Re: salary - the ideal is to hire someone on an 0.8 FTE basis, with a full time equivalent salary circa 45'000- 50'000 depending on individual experience/capability.
Mar 31, 2026
Full time
Part time Head of People and Governance (remote) provides leadership to the CEO Office team, acting as key advisor to the CEO and SLT. You will be responsible for the specialist areas of the CEO Office: People, Governance and Executive Support. The key focus is to lead the People function, including the development and implementation of People strategies, policies and processes, whilst delivering high quality support and advisory services. Client Details This not-for-profit organisation is committed to making a positive impact in its field and operates as a small-sized entity. It values professionalism, transparency, and accountability, providing a supportive environment for its employees. Description Part time Head of People and Governance (remote) provides leadership to the CEO Office team and serve as a key advisor to the CEO and Senior Leadership Team (SLT). This role will be responsible for the three specialist areas which form the CEO Office: People, Governance and Executive Support. This role is responsible for delivering the People function for the organisation, including the development and implementation of People strategies, plans, policies and processes. You will lead the People team in delivering high quality support and advisory services. People function Responsible for delivering a high-performing People Services function ensuring all interactions adhere to BC's inclusion and organisational values. To lead, manage and be accountable for the function, including: Aligning workload with the organisation's Strategy and annual business plans. Advising, coaching, and enabling the People Services team to deliver effectively and create an engaging, supportive, and empowering environment. Lead on Employee Health and Wellbeing initiatives, promoting a culture of engagement and self-responsibility. Implement, monitor and evaluate performance management systems and processes. Act as the escalation point for complex employee casework, including dispute resolutions, disciplinaries, grievances, absence, retirement and redundancy, ensuring that the SLT members' roles remain objective and that safe formal processes can occur if required. Oversee and manage 'Charity Learn' organisation's online learning management system. In conjunction with the CEO and SLT, develop and implement a People Strategy to include areas of succession planning, talent management, change management, and staff engagement. Governance, Risk and Management Information & Reporting Accountable for the smooth running of the organisation's core governance activities and trustee meetings, including: Overseeing the risk and audit process for the CEO Office, bridging as needed between the Finance Directorate and the CEO Office Directorate. Ensuring all core legal requirements are met and that the trustees comply with their duties in accordance with the Articles of Association. Executive Support Ensure the support function to the CEO and SLT is delivered efficiently and effectively, including direct line management of the Executive Assistant to the CEO and SLT PA's. Management and Development of Team members Responsible for managing a team of five direct reports and undertaking all Line Manager duties, including: Setting objectives, workload planning, coaching,holding 121 meetings and regular reviews. Role modelling people management in line with the organisation's values and competency framework, setting a good example from the CEO Office. Strategy, Planning and Budgeting Working with the CEO and SLT on the annual and long-term business cycles, including: Creating annual Directorate work plans to deliver actions and outcomes in line with the organisation's strategic priorities ensuring teams within your responsibility have clarity and direction. Supporting the Directorate with workforce planning and resource management as required. Responsible for the CEO Office budget. This is offered as a remote role. Profile To apply for the role of Part time Head of People and Governance (remote), your profile should closely match the following: Strong experience leading a People/HR function, responsible for both strategic and operational initiatives. Excellent technical HR knowledge and understanding of current employment law/progressive HR practices. CIPD Level 5 qualified and/or Level 7 completed or working towards, or equivalent professional HR/People Management qualification. Experience of line management, including the ability to lead teams and communicate across a variety of levels. Able to apply sound judgement and discretion to all areas of work. Understanding of the importance of equality, diversity and inclusion and able to apply principles in HR practices. Knowledge of executive support work in complex organisations and to Board level. High level knowledge of charity governance and risk would be preferred. Able to build relationships and develop rapport at all levels of organisation and with external contacts, demonstrating emotional intelligence. Analytical and methodical, with a high degree of accuracy. Organised with ability to prioritise workload, set work programmes, meet tight deadlines and use own initiative. Advanced organisation and planning skills. Job Offer This role offers the following: Base salary - 45'000- 50'000 full time equivalent salary. 28 days' annual leave plus all UK Bank Holidays. 8% employer contributions into an Aviva pension. Life assurance / death in service benefits. Employee assistance programme - comprehensive. Company sick pay scheme - generous offer over and above SSP. Generous flexible working policies. Re: salary - the ideal is to hire someone on an 0.8 FTE basis, with a full time equivalent salary circa 45'000- 50'000 depending on individual experience/capability.
Finance Manager Location: Merthyr Tydfil (Hybrid Once a week in office) Salary: 20.79 per hour Hours: 28-30 hours per week Contract: Temp to Perm Yolk Recruitment Public Sector and non-for-profit team are working with a well-established mental health charity in their search for a Finance Manager on initially a temporary basis with the option to go permanent. About the role The Finance Manager will lead the finance function, manage a Finance Assistant, and take ownership of management reporting, budgeting, audit and financial controls, while also playing a key role in funding bids and organisational growth. Key responsibilities of the Finance Manager: Production of monthly management accounts and board reporting Budgeting, forecasting and cash flow management Leading year-end and audit processes Supporting funding bids and grant reporting Managing payroll, pensions and financial controls Driving system improvements and use of technology What we're looking for: Strong management accounts and reporting experience Experience using accounting systems (Xero desirable) Confident communicator able to work with non-finance stakeholders Ideally exposure to charity or not-for-profit environments To Apply: Please contact Richard Coombs at Yolk Recruitment to discuss the Finance Manager position further. Yolk Public Sector & Not-for-Profit team works with organisations across the UK to fulfil their recruitment needs and to achieve their D&I objectives. We recruit temporary, contract and permanent hires for 1 off specialist needs or for volume campaigns. We support our applicants to navigate the public sector recruitment processes and secure their dream jobs. Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.
Mar 31, 2026
Seasonal
Finance Manager Location: Merthyr Tydfil (Hybrid Once a week in office) Salary: 20.79 per hour Hours: 28-30 hours per week Contract: Temp to Perm Yolk Recruitment Public Sector and non-for-profit team are working with a well-established mental health charity in their search for a Finance Manager on initially a temporary basis with the option to go permanent. About the role The Finance Manager will lead the finance function, manage a Finance Assistant, and take ownership of management reporting, budgeting, audit and financial controls, while also playing a key role in funding bids and organisational growth. Key responsibilities of the Finance Manager: Production of monthly management accounts and board reporting Budgeting, forecasting and cash flow management Leading year-end and audit processes Supporting funding bids and grant reporting Managing payroll, pensions and financial controls Driving system improvements and use of technology What we're looking for: Strong management accounts and reporting experience Experience using accounting systems (Xero desirable) Confident communicator able to work with non-finance stakeholders Ideally exposure to charity or not-for-profit environments To Apply: Please contact Richard Coombs at Yolk Recruitment to discuss the Finance Manager position further. Yolk Public Sector & Not-for-Profit team works with organisations across the UK to fulfil their recruitment needs and to achieve their D&I objectives. We recruit temporary, contract and permanent hires for 1 off specialist needs or for volume campaigns. We support our applicants to navigate the public sector recruitment processes and secure their dream jobs. Yolk Recruitment is an equal opportunities employer and embraces diversity in our workforce. We employ the best people for the job at hand and actively encourage applications from all qualified candidates, regardless of gender, age, race, religion, sexual orientation, disability, educational background, parental status, gender identity or any other protected characteristic. We champion and celebrate diversity at Yolk allowing our team to bring their whole selves to work.
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Oct 06, 2025
Full time
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Oct 06, 2025
Full time
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Audit Senior / Assistant Manager (Public Sector) An excellent opportunity has arisen for an experienced Audit Senior / Assistant Manager to join a well-established professional services firm within their Public Sector External Audit team. This position offers the chance to play a key role in delivering high-quality audits, working closely with a diverse client base across the public sector, and developing your career within a supportive and forward-thinking environment. Birmingham, West Midlands Permanent, Full Time (37.5 hours per week) £45,000 - £55,000 per annum dependent on experience Driving licence required Benefits: This is an opportunity where there is: Clear progression pathways A supportive and collaborative culture where your voice is heard Exposure to a broad range of public sector clients, contributing to meaningful and high-impact work. Flexible working culture with genuine investment in work/life balance A modern, ambitious firm with strong regional presence and national backing As well as: Pension Scheme - Secure your future with a comprehensive pension plan. 33 Days Annual Leave - Achieve a healthy work-life balance with generous holiday entitlement. Life Assurance (4x Salary) - Supporting you and your family. Employee Referral Bonus - Be rewarded for bringing talent to the team. Employee Benefits Portal - Access to cashback and discounts on everyday purchases. Learning & Development Opportunities - Continuous support for professional and personal growth. Career Coaching - Ongoing career support and development. Birthday Day Off - Enjoy a day off on your special day. Enhanced Parental & Family Leave - Supporting you through life's important moments. Social Events - A chance to connect and unwind with colleagues. Role: As an Audit Senior / Assistant Manager, you will take increasing ownership of client portfolios, provide guidance to junior team members, and ensure the delivery of audit assignments to the highest professional standards. This is a fantastic role for someone looking to step up in responsibility, enhance leadership skills, and build long-term client relationships. Key responsibilities include: Lead and support on the completion of audit fieldwork, including substantive and analytical procedures, typically on-site at client premises. Plan, execute and finalise audit assignments, ensuring audit files are appropriately documented and compliant with regulations. Prepare statutory financial statements from client data, identifying key risk areas and raising matters of concern with senior stakeholders. Contribute to the delivery of revenue and profitability targets, with a focus on client satisfaction and efficiency. Support in developing and managing client relationships across a range of public sector organisations. Mentor and coach junior team members, encouraging their professional growth and development. Requirements: The successful candidate will ideally possess: A recognised professional qualification (ACA / ACCA / CA or equivalent). Strong technical knowledge of IFRS and UK GAAP. Proven external audit experience, ideally across a range of industries with some exposure to the public sector. Excellent communication skills with the ability to engage clients and colleagues effectively. Strong organisational and problem-solving skills, with the ability to exercise sound judgement. Previous experience of supervising or mentoring junior colleagues would be highly advantageous. This is a fantastic opportunity for an ambitious Audit Senior/Assistant Manager (Public Sector) to further their career in a supportive and professional environment, where ambition is nurtured, and success is celebrated. If you are looking to take the next step in your journey, apply now to join a dynamic and growing team and company! If you're interested and want to chat more, please call Hannah Kirk on (phone number removed) (op2) or apply directly for consideration. Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we may only contact applicants directly who have been successfully shortlisted but may also contact you in regards to any other suitable vacancies.
Oct 02, 2025
Full time
Audit Senior / Assistant Manager (Public Sector) An excellent opportunity has arisen for an experienced Audit Senior / Assistant Manager to join a well-established professional services firm within their Public Sector External Audit team. This position offers the chance to play a key role in delivering high-quality audits, working closely with a diverse client base across the public sector, and developing your career within a supportive and forward-thinking environment. Birmingham, West Midlands Permanent, Full Time (37.5 hours per week) £45,000 - £55,000 per annum dependent on experience Driving licence required Benefits: This is an opportunity where there is: Clear progression pathways A supportive and collaborative culture where your voice is heard Exposure to a broad range of public sector clients, contributing to meaningful and high-impact work. Flexible working culture with genuine investment in work/life balance A modern, ambitious firm with strong regional presence and national backing As well as: Pension Scheme - Secure your future with a comprehensive pension plan. 33 Days Annual Leave - Achieve a healthy work-life balance with generous holiday entitlement. Life Assurance (4x Salary) - Supporting you and your family. Employee Referral Bonus - Be rewarded for bringing talent to the team. Employee Benefits Portal - Access to cashback and discounts on everyday purchases. Learning & Development Opportunities - Continuous support for professional and personal growth. Career Coaching - Ongoing career support and development. Birthday Day Off - Enjoy a day off on your special day. Enhanced Parental & Family Leave - Supporting you through life's important moments. Social Events - A chance to connect and unwind with colleagues. Role: As an Audit Senior / Assistant Manager, you will take increasing ownership of client portfolios, provide guidance to junior team members, and ensure the delivery of audit assignments to the highest professional standards. This is a fantastic role for someone looking to step up in responsibility, enhance leadership skills, and build long-term client relationships. Key responsibilities include: Lead and support on the completion of audit fieldwork, including substantive and analytical procedures, typically on-site at client premises. Plan, execute and finalise audit assignments, ensuring audit files are appropriately documented and compliant with regulations. Prepare statutory financial statements from client data, identifying key risk areas and raising matters of concern with senior stakeholders. Contribute to the delivery of revenue and profitability targets, with a focus on client satisfaction and efficiency. Support in developing and managing client relationships across a range of public sector organisations. Mentor and coach junior team members, encouraging their professional growth and development. Requirements: The successful candidate will ideally possess: A recognised professional qualification (ACA / ACCA / CA or equivalent). Strong technical knowledge of IFRS and UK GAAP. Proven external audit experience, ideally across a range of industries with some exposure to the public sector. Excellent communication skills with the ability to engage clients and colleagues effectively. Strong organisational and problem-solving skills, with the ability to exercise sound judgement. Previous experience of supervising or mentoring junior colleagues would be highly advantageous. This is a fantastic opportunity for an ambitious Audit Senior/Assistant Manager (Public Sector) to further their career in a supportive and professional environment, where ambition is nurtured, and success is celebrated. If you are looking to take the next step in your journey, apply now to join a dynamic and growing team and company! If you're interested and want to chat more, please call Hannah Kirk on (phone number removed) (op2) or apply directly for consideration. Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we may only contact applicants directly who have been successfully shortlisted but may also contact you in regards to any other suitable vacancies.
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
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Oct 01, 2025
Full time
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
Oct 01, 2025
Full time
Ideas People Trust We're BDO. An accountancy and business advisory firm, providing the advice and solutions entrepreneurial organisations need to navigate today's changing world. We're proud to deliver services to the higher education, social housing, and charity sectors. Join us to develop your expertise and share our passion for making an impact. We provide a full range of internal and external audit and advisory services to a growing number of the UK's largest household not for profit organisations. Many of these are also global so the strength of our international network enables us to also deliver coordinated services internationally. Everyone in this team shares a passion for working with organisations that have social purpose. We'll broaden your horizons As a firm our focus on delivering quality audit work for the benefit of the public interest is our key priority. Our Audit teams are essential, not just to BDO, but to the whole economy. With specialist knowledge of sectors, markets and geographies; our auditors have the business understanding necessary to deliver the high quality and robust audits that companies and their stakeholders can trust. As part of our Audit team, you'll receive the support you need to reach your potential. From completing professional qualifications to developing new skills and exploring different learning opportunities, you'll join a friendly and diverse team whose work really matters. Use your skills to build a career in Audit at BDO. We'll help you succeed The work we do is underpinned by quality. We deliver audits which are trusted and transparent which can be relied upon by companies and their stakeholders. You'll be someone who is comfortable working pro-actively and, managing your own tasks, as well as confident collaborating with others and communicating regularly with Senior Managers, Directors, and BDO's Partners. You'll help deliver accurate and transparent reporting to all relevant stakeholders as you provide long term value. You'll be someone with: With the ability to identify risk matters and raises with a manager and/or partner, while exercising judgement within agreed parameters. Who can identify and understand needs of the Audited Entity, suggest potential solutions on technical matters and communicate and agree the needs and potential solutions with Managers or Partner. Who can build and maintain strong relationships with new and established Audited Entities, identifying opportunities and be a point of contact throughout the year. With experience of conducting rigorous project and financial management on all projects, completing projects within agreed timescales and raising issues in a timely manner. Qualified ACA/ACCA/ICAS or overseas equivalent. Working knowledge of UK and International GAAS, IFRS, UK GAAP and Financial Reporting requirements. Working knowledge of financial products, firm services, issues regarding advice, and regulation and compliance, including anti-money laundering. Demonstrable knowledge of current economic and market trends. Experience supervising and coaching junior members of the team. Experience of managing projects You'll be able to be yourself; we'll recognise and value you for who you are and celebrate and reward your contributions to our business. We're committed to agile working, and we offer everyone the opportunity to work in ways that suit them, their teams, and the task at hand. At BDO, we'll help you achieve your personal goals and career ambitions, and we have programmes, resources, and frameworks that provide clarity and structure around career development. We're in it together Mutual support and respect is one of BDO's core values and we're proud of our distinctive, people-centred culture. From informal success conversations to formal mentoring and coaching, we'll support you at every stage in your career, whatever your personal and professional needs. Our agile working framework helps us stay connected, bringing teams together where and when it counts so they can share ideas and help one another. At BDO, you'll always have access to the people and resources you need to do your best work. We know that collaboration is the key to creating value and satisfying experiences at work, so we've invested in state-of-the-art collaboration spaces in our offices. BDO's people represent a wealth of knowledge and expertise, and we'll encourage you to build your network, work alongside others, and share your skills and experiences. With a range of multidisciplinary events and dedicated resources, you'll never stop learning at BDO. We're looking forward to the future At BDO, we help entrepreneurial businesses to succeed, fuelling the UK economy. Our success is powered by our people, which is why we're always finding new ways to invest in you. Across the UK thousands of unique minds continue to come together to help companies we work with to achieve their ambitions. We've got a clear purpose, and we're confident in our future, because we're adapting and evolving to build on our strengths, ensuring we continue to find the right combination of global reach, integrity and expertise. We shape the future together with openness and clarity, because we believe in empowering people to think creatively about how we can do things better.
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
Assistant Service Manager Fareham Full time (39 hours) - With on-call schedule Experience within social care at a similar level At Avenues, we believe supported people support others well. We create communities where people smile, laugh, grow, and achieve amazing things - and you could be part of that! We are looking for a new Assistant Service Manager to support in leading our brand new supported living service in the heart of Fareham town centre, Hampshire. This exciting new development consists of self-contained, generously sized, flats for nine adults with learning difficulties, requiring 24/7 support. You and your team will be supporting them to live as independently as possible in the community and support them to create their own home. The ideal Assistant Service Manager looks like this: Experience in a similar role within social care e.g. Assistant Manager, Deputy Manager, Supervisor, Team Leader etc. Experience supporting people who have learning disabilities and/or complex needs Experience of managing budgets and financial information Knowledge of sector relevant legislation regulatory bodies and their standards Ability to work with your Service Manager to manage and lead a successful and positive team. Understands the balance between keeping our people safe and positive risk taking. Stay up to date with policies and procedures to carry out and maintain safe and best practices. Support the Service Manager to recruit new employees and develop and manage your staff team in a fair and consistent manner. Work with your Service Manager to reinforce a positive culture of continuous improvement. Act as the Service Manager in their absence. To be able to take part in a management cover rota which could include day and night shifts. Take ownership for continuing professional development for self and the team. Complete staff supervisions as well as booking and managing staff training and development. Rota management Weekly and monthly finance and medication audits Ordering, storage and disposal of medication You will motivate and inspire your team to provide outstanding support through effective training, coaching and leadership by example. Day to day support for the people we are supporting including day to day support at home, in the community and with personal care. Your values should match ours: Respect: We treat people as we would wish to be treated ourselves. Excellence: We don't settle for okay, we are determined to achieve more. Integrity: We do the right thing, even if it takes more time and effort. Pride: The work we do is something we want to tell others we are part of. Why to join us! If the role appears and you don't quite meet all the above criteria, but share our values and are willing to learn please do get in touch with us. We believe that a good Assistant Service Manager with the right values can be supported to develop the skills needed. We will support you with excellent training, ongoing coaching and other benefits. We're there for you, from your first conversation with our recruitment team, to day one of your induction, and throughout your career. As a not-for-profit organisation, we're driven by strong ethics, and invest everything back into our staff and the people we support, and you'll become part of the strong Avenues community, which is there to support you each day. Benefits you can expect! Paid enhanced DBS. Flexible working. Up to 28 days paid annual leave (pro rata). Access to high quality training that supports your career development. Contributory pension scheme with life assurance. Free and confidential 24/7 access to the health portal and employee assistance And more. As part of our commitment to the "Disability Confident Scheme", candidates who declare a disability, and meet the key criteria for this role, will be given the opportunity to demonstrate their abilities at interview stage. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
Sep 24, 2025
Full time
Assistant Service Manager Fareham Full time (39 hours) - With on-call schedule Experience within social care at a similar level At Avenues, we believe supported people support others well. We create communities where people smile, laugh, grow, and achieve amazing things - and you could be part of that! We are looking for a new Assistant Service Manager to support in leading our brand new supported living service in the heart of Fareham town centre, Hampshire. This exciting new development consists of self-contained, generously sized, flats for nine adults with learning difficulties, requiring 24/7 support. You and your team will be supporting them to live as independently as possible in the community and support them to create their own home. The ideal Assistant Service Manager looks like this: Experience in a similar role within social care e.g. Assistant Manager, Deputy Manager, Supervisor, Team Leader etc. Experience supporting people who have learning disabilities and/or complex needs Experience of managing budgets and financial information Knowledge of sector relevant legislation regulatory bodies and their standards Ability to work with your Service Manager to manage and lead a successful and positive team. Understands the balance between keeping our people safe and positive risk taking. Stay up to date with policies and procedures to carry out and maintain safe and best practices. Support the Service Manager to recruit new employees and develop and manage your staff team in a fair and consistent manner. Work with your Service Manager to reinforce a positive culture of continuous improvement. Act as the Service Manager in their absence. To be able to take part in a management cover rota which could include day and night shifts. Take ownership for continuing professional development for self and the team. Complete staff supervisions as well as booking and managing staff training and development. Rota management Weekly and monthly finance and medication audits Ordering, storage and disposal of medication You will motivate and inspire your team to provide outstanding support through effective training, coaching and leadership by example. Day to day support for the people we are supporting including day to day support at home, in the community and with personal care. Your values should match ours: Respect: We treat people as we would wish to be treated ourselves. Excellence: We don't settle for okay, we are determined to achieve more. Integrity: We do the right thing, even if it takes more time and effort. Pride: The work we do is something we want to tell others we are part of. Why to join us! If the role appears and you don't quite meet all the above criteria, but share our values and are willing to learn please do get in touch with us. We believe that a good Assistant Service Manager with the right values can be supported to develop the skills needed. We will support you with excellent training, ongoing coaching and other benefits. We're there for you, from your first conversation with our recruitment team, to day one of your induction, and throughout your career. As a not-for-profit organisation, we're driven by strong ethics, and invest everything back into our staff and the people we support, and you'll become part of the strong Avenues community, which is there to support you each day. Benefits you can expect! Paid enhanced DBS. Flexible working. Up to 28 days paid annual leave (pro rata). Access to high quality training that supports your career development. Contributory pension scheme with life assurance. Free and confidential 24/7 access to the health portal and employee assistance And more. As part of our commitment to the "Disability Confident Scheme", candidates who declare a disability, and meet the key criteria for this role, will be given the opportunity to demonstrate their abilities at interview stage. We reserve the right to close a vacancy before the closing date in the event of an overwhelming response or a change in business priorities.
Audit Senior / Assistant Manager (Public Sector) An excellent opportunity has arisen for an experienced Audit Senior / Assistant Manager to join a well-established professional services firm within their Public Sector External Audit team. This position offers the chance to play a key role in delivering high-quality audits, working closely with a diverse client base across the public sector, and developing your career within a supportive and forward-thinking environment. Birmingham, West Midlands Permanent, Full Time (37.5 hours per week) £45,000 - £55,000 per annum dependent on experience Driving licence required Benefits: This is an opportunity where there is: Clear progression pathways A supportive and collaborative culture where your voice is heard Exposure to a broad range of public sector clients, contributing to meaningful and high-impact work. Flexible working culture with genuine investment in work/life balance A modern, ambitious firm with strong regional presence and national backing As well as: Pension Scheme - Secure your future with a comprehensive pension plan. 33 Days Annual Leave - Achieve a healthy work-life balance with generous holiday entitlement. Life Assurance (4x Salary) - Supporting you and your family. Employee Referral Bonus - Be rewarded for bringing talent to the team. Employee Benefits Portal - Access to cashback and discounts on everyday purchases. Learning & Development Opportunities - Continuous support for professional and personal growth. Career Coaching - Ongoing career support and development. Birthday Day Off - Enjoy a day off on your special day. Enhanced Parental & Family Leave - Supporting you through life's important moments. Social Events - A chance to connect and unwind with colleagues. Role: As an Audit Senior / Assistant Manager, you will take increasing ownership of client portfolios, provide guidance to junior team members, and ensure the delivery of audit assignments to the highest professional standards. This is a fantastic role for someone looking to step up in responsibility, enhance leadership skills, and build long-term client relationships. Key responsibilities include: Lead and support on the completion of audit fieldwork, including substantive and analytical procedures, typically on-site at client premises. Plan, execute and finalise audit assignments, ensuring audit files are appropriately documented and compliant with regulations. Prepare statutory financial statements from client data, identifying key risk areas and raising matters of concern with senior stakeholders. Contribute to the delivery of revenue and profitability targets, with a focus on client satisfaction and efficiency. Support in developing and managing client relationships across a range of public sector organisations. Mentor and coach junior team members, encouraging their professional growth and development. Requirements: The successful candidate will ideally possess: A recognised professional qualification (ACA / ACCA / CA or equivalent). Strong technical knowledge of IFRS and UK GAAP. Proven external audit experience, ideally across a range of industries with some exposure to the public sector. Excellent communication skills with the ability to engage clients and colleagues effectively. Strong organisational and problem-solving skills, with the ability to exercise sound judgement. Previous experience of supervising or mentoring junior colleagues would be highly advantageous. This is a fantastic opportunity for an ambitious Audit Senior/Assistant Manager (Public Sector) to further their career in a supportive and professional environment, where ambition is nurtured, and success is celebrated. If you are looking to take the next step in your journey, apply now to join a dynamic and growing team and company! If you're interested and want to chat more, please call Hannah Kirk on (phone number removed) (op2) or apply directly for consideration. Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we may only contact applicants directly who have been successfully shortlisted but may also contact you in regards to any other suitable vacancies.
Sep 23, 2025
Full time
Audit Senior / Assistant Manager (Public Sector) An excellent opportunity has arisen for an experienced Audit Senior / Assistant Manager to join a well-established professional services firm within their Public Sector External Audit team. This position offers the chance to play a key role in delivering high-quality audits, working closely with a diverse client base across the public sector, and developing your career within a supportive and forward-thinking environment. Birmingham, West Midlands Permanent, Full Time (37.5 hours per week) £45,000 - £55,000 per annum dependent on experience Driving licence required Benefits: This is an opportunity where there is: Clear progression pathways A supportive and collaborative culture where your voice is heard Exposure to a broad range of public sector clients, contributing to meaningful and high-impact work. Flexible working culture with genuine investment in work/life balance A modern, ambitious firm with strong regional presence and national backing As well as: Pension Scheme - Secure your future with a comprehensive pension plan. 33 Days Annual Leave - Achieve a healthy work-life balance with generous holiday entitlement. Life Assurance (4x Salary) - Supporting you and your family. Employee Referral Bonus - Be rewarded for bringing talent to the team. Employee Benefits Portal - Access to cashback and discounts on everyday purchases. Learning & Development Opportunities - Continuous support for professional and personal growth. Career Coaching - Ongoing career support and development. Birthday Day Off - Enjoy a day off on your special day. Enhanced Parental & Family Leave - Supporting you through life's important moments. Social Events - A chance to connect and unwind with colleagues. Role: As an Audit Senior / Assistant Manager, you will take increasing ownership of client portfolios, provide guidance to junior team members, and ensure the delivery of audit assignments to the highest professional standards. This is a fantastic role for someone looking to step up in responsibility, enhance leadership skills, and build long-term client relationships. Key responsibilities include: Lead and support on the completion of audit fieldwork, including substantive and analytical procedures, typically on-site at client premises. Plan, execute and finalise audit assignments, ensuring audit files are appropriately documented and compliant with regulations. Prepare statutory financial statements from client data, identifying key risk areas and raising matters of concern with senior stakeholders. Contribute to the delivery of revenue and profitability targets, with a focus on client satisfaction and efficiency. Support in developing and managing client relationships across a range of public sector organisations. Mentor and coach junior team members, encouraging their professional growth and development. Requirements: The successful candidate will ideally possess: A recognised professional qualification (ACA / ACCA / CA or equivalent). Strong technical knowledge of IFRS and UK GAAP. Proven external audit experience, ideally across a range of industries with some exposure to the public sector. Excellent communication skills with the ability to engage clients and colleagues effectively. Strong organisational and problem-solving skills, with the ability to exercise sound judgement. Previous experience of supervising or mentoring junior colleagues would be highly advantageous. This is a fantastic opportunity for an ambitious Audit Senior/Assistant Manager (Public Sector) to further their career in a supportive and professional environment, where ambition is nurtured, and success is celebrated. If you are looking to take the next step in your journey, apply now to join a dynamic and growing team and company! If you're interested and want to chat more, please call Hannah Kirk on (phone number removed) (op2) or apply directly for consideration. Please note, Safer Hand Solutions are acting as an employment agency on behalf of a client and by applying you agree to register with us and for us to hold your details on file. Due to the volume of applications, we may only contact applicants directly who have been successfully shortlisted but may also contact you in regards to any other suitable vacancies.
