Operations Manager - Fintech Job at Foundever (Kingston upon Thames)

Job Description

Foundever® is seeking a commercially aware and results-driven Operations Manager to join our vibrant team in Kingston upon Thames, working on behalf of one of our fintech clients! You’ll be focussed on achieving results which are aligned with the larger picture of our organisation and it’s strategic goals. You will plan, coordinate, and direct service delivery for one of our fintech clients – one of the largest in the world. You’ll ensure that our client and the end customer’s satisfaction levels, as well as profitability goals for Foundever® are achieved and maintained.

Job Responsibility

Lead teams to meet and exceed business objectives (client and corporate service, quality and contribution goals, as well as financial, metric and employee satisfaction goals), ensuring the consistent achievement of all financial and operational KPIs across the account
Hold line management responsibility for Team Managers who are responsible for managing day-to-day operations of a team of Agents, knowing which levers to pull to positively impact financial and operational performance
Undertake formal monthly performance reviews and one-to-one meetings with your direct reports against KPIs and expected behaviours
Create budgets and forecasts for your account, and track performance against your plan
Accurately track costs related to, or billable to, your client
Ensure client satisfaction surveys are undertaken and action plans implemented and reviewed
Take ownership and lead on any client escalations relating to performance
Facilitate a culture of open and honest two-way communication ensuring key messages are cascaded
Manage client relationships at an operational level in terms of coordinating information and data requests and delivery of these within agreed timescales and to required quality
Prepare, analyse and present data to the client as part of monthly, quarterly and annual business reviews

Requirements

At least 2 years’ experience as an Operations Manager within a contact centre or outsourced setting
Operationally Excellent: track record of running tight operations – managing different lines of business, hitting SLAs, and keeping teams productive
Confident People Leader: comfortable leading large teams, and know how to motivate, develop, and hold people accountable while making a positive culture flourish
Resilient Under Pressure: stay steady when things get challenging – last minute changes, competing priorities, and escalations don’t throw you
Metrics-Driven: make decisions based on data, not gut feeling
know which KPIs matter to your client, track them closely, and use insights to drive performance
Effective Communicator: know how to communicate with stakeholders at all levels, whether they're internal or external – and you don’t shy away from a difficult conversation when needed
Client-Savvy: a trusted partner who builds strong, collaborative client relationships – understanding their business pressures, proactively managing expectations, and working together to find solutions that deliver results

What we offer

Bonus: 20% paid quarterly
Access to Stream (our salary advance scheme)
award-winning culture
hybrid-working opportunities
real progression opportunities

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