Contact Centre Operations Manager (Insurance, TOM, Digital)

Contact Centre Operations Manager (Digital & Direct Operations Manager)

Duration: 6 Months

Rate: £650-£750 per day (Inside IR35 via umbrella)

Location: Hybrid Working - travel to Cardiff and Glasgow - Candidates UK wide can be considered

• Shape and lead our client's Contact Centre multi-channel operations plan, setting a clear plan, leading operational effectiveness, driving productivity and challenging the status quo.

• Build high-performing teams, develop capability, and create a positive, engaging culture that drives long-term operational success.

It's an exciting time to join our leading financial services client's Digital & Direct team - you'll be part of a team that's key to driving the next phase of their Direct business growth story.  We're looking for an experienced Operations Manager who has significant experience of leading and driving operational excellence. In this critical role, you'll define and lead the delivery of the multi-channel contact centre operations plan, driving operationally efficient, compliant, customer-focused service across Direct multi-channel journeys.  

This role combines hands-on operational leadership with TOM delivery, supporting both day-to-day performance and transformation.

The successful candidate will be an accomplished Contact Centre Operations Manager, who can lead a large-scale Insurance contact centre while progressing the next phase of a Target Operating Model (TOM).

The focus of this role is the operations management of the contact centre teams in Cardiff and Glasgow. Some travel is expected as part of the role, so flexibility as and when required is needed.

Strong people management (performance management, reviews, appraisals etc) and day to day operational experience is key for this role.

Key experience required:

• Senior Contact Centre Operations leadership within Insurance/Financial Services or highly regulated environments
• Management of large, multi-channel contact centres (250+ FTE)
• Proven delivery of Financial Services Contact Centre Target Operating Models, including:
  • People strategy and org design
  • Governance, controls, and MI frameworks
  • Hybrid working models
  • Continuous improvement and change
• Strong track record driving productivity through digital, automation, and AI
• Ownership of large operational budgets (£10m+)
• Proven delivery of strong customer outcomes and operational targets
• Rolling out workforce management

This is a high-impact interim role, for a credible contact centre leader, who can stabilise operations and deliver a future-ready operating model.

If your profile demonstrates strong and recent experience in the above areas - please submit your application to Jackie Dean at TXP for consideration.

TXP takes great pride in representing socially responsible clients who not only prioritise diversity and inclusion but also actively combat social inequality. Together, we have the power to make a profound impact on fostering a more equitable and inclusive society. By working with us, you become part of a movement dedicated to promoting a diverse and inclusive workforce