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Operations Manager - Fintech

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Foundever

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Location:
United Kingdom , Kingston upon Thames

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

Not provided
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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

Additional Information:

Job Posted:
February 07, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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