Website:
Job details:
Company Description
Staff Source helps UK businesses unlock the power of offshore staffing by providing skilled, reliable professionals who operate as a seamless extension of their teams.
We deliver fully managed outsourcing solutions across a range of business functions, including customer service, administrative support and other back-office operations. With a UK-based management team and global delivery capabilities, Staff Source combines local accountability with international efficiency.
A significant part of our client base operates within the UK insolvency, debt and financial services sectors, so we work in professional, process-driven and regulated environments where quality, accuracy, client service and performance are extremely important.
Role Description
We are looking for an experienced Operations Manager / Senior Floor Manager to join our growing operation in Shillong.
This is a hands-on operational leadership role, with responsibility for ensuring teams deliver consistently high standards of work and meet the expectations of our UK-based clients.
The successful candidate will be confident managing people, resolving operational issues, improving performance and working closely with both local teams and UK management.
We are particularly interested in candidates with experience in BPO, outsourcing, contact centres, customer service, financial services or other UK client-facing environments.
Experience within the UK insolvency, debt management, collections or wider financial services sector would be a major advantage.
Key Responsibilities
- Oversee the day-to-day running of operational teams and ensure work is delivered accurately and efficiently.
- Lead, support and coach Team Leaders and operational staff to maintain strong performance.
- Monitor productivity, quality and key client requirements, taking action where improvements are needed.
- Act as a senior point of escalation for operational issues and help resolve problems quickly and practically.
- Work closely with UK management and UK-based clients to understand priorities, expectations and process requirements.
- Ensure new client instructions, process changes and operational updates are implemented effectively across the team.
- Identify gaps in performance or processes and introduce practical improvements.
- Support training, onboarding and ongoing development where required.
- Use operational data and reporting to understand performance and drive better outcomes.
- Maintain a strong, professional and accountable culture across the operation.
What We’re Looking For
- Previous management experience within a BPO, outsourcing, contact centre, customer service or similar operational environment.
- Proven experience leading teams and managing day-to-day operational delivery.
- Experience dealing with UK-based customers, businesses or clients would be highly beneficial.
- Experience in UK financial services, insolvency, debt management, collections, banking, lending or another regulated sector would be a major advantage.
- Strong leadership and people-management skills.
- Excellent verbal and written English communication skills.
- Confidence communicating directly with senior management and external clients.
- Strong problem-solving and decision-making ability.
- A practical, hands-on management style with the ability to take ownership of operational challenges.
- Comfortable working with performance reports, operational data and basic reporting tools.
- Strong focus on quality, client satisfaction and continuous improvement.
Ideal Candidate
This role could suit an experienced:
- Operations Manager
- Senior Operations Manager
- Floor Manager
- Contact Centre Manager
- Customer Service Manager
- Process Manager
- Delivery Manager
- Operations Lead
- Senior Team Manager ready to step into a broader operational role
We are particularly interested in candidates who understand the expectations of UK clients and regulated UK businesses.
Knowledge of the UK insolvency or debt sector would be highly valued, but strong operational leadership experience within another relevant BPO, customer service or financial-services environment will also be considered.
Why Join Staff Source?
This is an opportunity to take on a key operational role within a growing UK-owned outsourcing business and work closely with both our India operation and UK management team.
You will have genuine responsibility for service delivery, team performance and client satisfaction, with the opportunity to help shape standards and processes as the business continues to grow.
If you are an experienced operations professional who enjoys being close to the day-to-day operation, leading teams, solving problems and delivering excellent service to clients, we would be keen to hear from you.
Click on Apply to know more.
