172 jobs found

Senior Java Fullstack Developer - VP level - Investment Technology / Finance An industry leading global financial and technology organisation are looking for Senior Java Software Engineers with 7+ years' experience, who have some experience in React or similar, plus modern JavaScript/TypeScript, who like to innovate and be part of a team creating next-generation investment finance technology. Based in London, you will be a key part of the team responsible for engineering a cloud-first Private Markets platform using a microservice architecture, supporting hundreds of client businesses, managing and analysing their portfolios. The team's focus is to design and implement authorisation and permissions management using RBAC and policy based approaches. The team owns permissions management capabilities (roles, entitlements, lifecycle changes) and drives integration with the central authentication platform to enable consistent access control across applications and environments. The team is very quickly moving to AI-enabled development, and you will be at the heart of that transformation. Responsibilities Work closely alongside the Engineering Lead to deliver the technical strategy for your team. Deliver high efficiency, high availability, concurrent and fault tolerant software systems using API-First principles. Design, develop, and implement secure, scalable, and reliable micro-services to deliver client-facing applications using a Java backend and React frontend. Optimize performance and reliability through continuous testing, debugging, and refinement. Stay abreast of industry trends and emerging technologies to drive innovation and maintain a competitive edge, with a particular focus on AI. Provide technical leadership and mentorship to more junior developers, fostering a culture of learning and growth within the team. Ideal profile 7+ years of professional experience in Java development, with a focus on building client facing APIs or platforms Strong written and verbal communication skills, with experience managing and mentoring diverse teams. Knowledge of building applications using AI tooling and frameworks (e.g. LLMs, prompt engineering, vector databases). Experience integrating AI/ML services into backend systems and APIs. Familiarity with AI driven development practices and tools for code generation and testing. Strong proficiency in Java and related frameworks (e.g. Spring Boot, Hibernate). Some experience in React or similar and modern JavaScript/TypeScript. Solid experience with object oriented design and applying standard design patterns Experience designing, building, and deploying scalable microservices using API first principles with REST and/or gRPC. Experience with API authentication and authorization mechanisms (e.g. OAuth, JWT). Hands on experience with engineering tools such as Git, Maven, unit and integration testing frameworks, and mocking libraries. Exposure to Docker, Kubernetes, and cloud services in an enterprise environment is beneficial. Experience with message brokers such as Kafka a plus. A friendly, positive, and can do attitude. A Bachelor's degree in Computer Science, Engineering, or a related field.

PE and Sport Supply Teachers - Join Tradewind Recruitment in Manchester! Are you a qualified PE or Sports science teacher living in Manchester, ready to take your teaching career to the next level? Tradewind Recruitment is looking for flexible, passionate PE and Sport supply teachers for both short-term and long-term placements. Whether you're looking to be a key player or just need a substitute role, we've got opportunities that will help you hit the ground running! The Benefits of Flexible Supply Teaching with Tradewind: Competitive Pay Rates - We offer top rates of pay because we know that you're the MVP when it comes to delivering outstanding PE and Sport lessons. Ideal for a Flexible Lifestyle - Supply teaching is perfect for those who want to keep their options open. You can choose shifts that fit around your other commitments - no need to commit to a full season! Regular Local Work - Our network of schools offers you a steady stream of local opportunities, meaning you can work as much or as little as you like, close to home. No Planning or Marking - Focus on teaching and inspiring the next generation of athletes without the extra work of planning lessons or marking assignments. No Work to Take Home - Say goodbye to the pressure of taking work home. Everything stays within school hours, so you can enjoy your time off the clock. Opportunities for Direct Employment - Many of our supply roles lead to permanent positions, allowing you to move from a substitute to a full-time team member. Internal Payroll Team - Tradewind pays you directly, ensuring prompt and reliable payments. Access to CPD - With over 2,500 free training courses available through our partnership with The National College, you can stay ahead of the game and continuously develop your skills. Easy Timesheet Management - Our online portal makes it simple to log your hours, track your availability, and manage your work schedule, keeping everything running smoothly. What We're Looking For: QTS Status or QTLS (Qualified Teacher Status or Qualified Teacher Learning and Skills) Enhanced DBS Disclosure (we can assist with this) Overseas Police Clearances (if applicable) and professional reference checks A full CV with employment and education history (including explanations for any gaps) Legal right to work full-time in the UK with no restrictions Ready to get in the game? Apply now and join Tradewind Recruitment for flexible, rewarding supply teaching opportunities in PE and Sport! Whether you're playing for the team or just filling in for the day, we're here to help you score your next role. For more details, please call the Manchester office on or email .

IT Support Analyst Mon-Fri onsite in Debden IG10 Salary + pension scheme + health Free onsite gym & parking Offices are a 5 mins walk from Debden tube station (Central line) with close road links to M11/M25/A406/A12 NB: Please only apply if you are able to work from their Debden (IG10) offices Monday-Friday. Hybrid or remote working is not available. Candidates must be able to demonstrate a sub-60 mins commute time. Company Established in 2009 and regulated by the FCA, this multi-award-winning finance & credit company has a proven track record for customer and employee satisfaction. With a Trustpilot rating of 4.8/5 and over 33,500 combined online reviews, they pride themselves on their customer service and their duty as a responsible lender. What are they looking for? Their IT Department provides support for all internal IT systems, services, hardware and software. In this role you will be responsible for the IT infrastructure both hardware, software on client and server equipment and ensuring tickets & tasks on their IT helpdesk are completed for swift resolution within company SLAs. You would be required to join their Out of Hours team to remotely support staff at weekends on a rota basis. This role will enable someone with a good grounding in IT support the ability to enter their company\small IT team at a pivotal point of their growth giving the right applicant a chance to build their knowledge and experience within all aspects of IT support infrastructure and develop targeted experience in the specific discipline of their choice. Main Duties and Responsibilities: User Support & Service Desk To be responsible for the day-to-day delivery of 1st line through to 3rd line support to their organization and act as one of the first points of contact on their IT Service Desk To provide IT support & preventative maintenance for all end user hardware and software To update Service Desk calls with progress notes, detailing progress on tasks for both end users and other team members. Communicate with all relevant parties affected by any task in a timely, professional manner Ensure that IT issues & faults reported to their IT team are resolved in the shortest possible time, meeting their department's SLA targets, and minimizing disruption to systems and users critical to business operations Identity & Account Management Create, modify, and disable user accounts in a hybrid AD\ Azure Active Directory (Entra ID) environment following IT lifecycle processes. Manage Microsoft 365 licence assignments and group memberships Support onboarding and offboarding workflows, coordinating with HR to ensure timely access provisioning and deprovisioning Assist with multi-factor authentication (MFA) enrolment and account recovery Infrastructure & Systems Ensure IT systems are running efficiently. And perform regular health checks & assessment to check hardware\software status and labelling of equipment & cables are up to date Resolve complex hardware / software problems including printing issues Experience in MS Azure PAS and SAS and Virtual server environments Perform Installations, configurations, setting up of servers, workstations and mobile devices using MS Intune To take a pro-active approach through monitoring the performance of systems and making regular routine inspections of installed equipment and taking corrective avoidance actions to prevent wider problems Assist their Cyber security team with security policies and processes Documentation & Process Maintain accurate IT asset records and contribute to their internal IT knowledge base Document support procedures, common fixes, and configuration guides Assist with IT project tasks as directed by their Head of IT Assist with vendor selection on new products and services relating to IT systems and services Participate in out of hours remote support rota at weekends and bank holidays Skills & Experience: Essential Experience with Microsoft Intune / Endpoint Manager for device management Experience with Microsoft Teams administration and/or SharePoint Online Familiarity with IT ticketing systems (Jira Service Management or similar) Experience with Azure Active Directory / Entra ID user and group management Understanding of networking fundamentals (DNS, DHCP, TCP/IP, VPN) Desirable Familiarity with hardware firewalls (Cisco, SonicWALL, etc) Microsoft, ITIL, CompTIA A+, Certifications desirable Azure infrastructure and Hyper-V experience Other Stuff Working within a newly refurbished dedicated office space with free onsite employee gym Access to a large breakout space with comfortable seating, pool table and arcade games Free on-site parking Central Line Train station within one-minute walk with quick access to Central London Close road links to M11/M25/A406/A12 and London Social events Pension Scheme Healthshield (health cash back scheme and counselling services) 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days) Eye Test / Glasses reimbursement scheme Various team and personal reward incentives NB: Please only apply if you are able to work from their Debden (IG10) offices Monday-Friday. Hybrid or remote working is not available. Candidates must be able to demonstrate a sub-60 mins commute time. NB: for non-UK Citizens; we cannot accept applications from anyone requiring sponsorship (now or in the future) for UK permanent employment status. If you are utilising a work visa this must allow you to work in the UK unrestricted for at least the next 5 years. Profile 29 recruitment

IT Helpdesk Team Leader Sheffield Up to £40,000 + 15% Pension Your new role Working with the IT Manager to support eight sites across Sheffield and Rotherham. Leading a multi-discipline team of first line support technicians and working as part of a global IT team of 20, you will be involved in ensuring timely and quality first line support is provided to employees on all IT-related issues. Responsibilities Leading and coordinating the IT service desk to ensure tickets are triaged, prioritised, and resolved in line with agreed SLAs Acting as a hands-on technical leader, providing support on complex issues and taking ownership of escalations through to resolution Line managing and developing first line support technicians through regular one-to-ones, coaching and performance reviews Ensuring consistent, high quality customer service, keeping user experience at the centre of all service desk activity Overseeing major incident response, ensuring clear communication, effective coordination and adherence to incident management procedures Monitoring service desk performance, using KPIs/SLAs and trends to drive continuous improvement in processes, tools and ways of working Developing and maintaining clear documentation to enhance technical skills, customer service and outcomes Planning resource levels to ensure service desk is adequately staffed Supporting the delivery of IT projects by coordinating service desk involvement, communications and readiness activities Identifying opportunities to introduce improved working practices that enable team effectiveness and service quality Ensuring team members have clear development plans and access to relevant training to support their growth and progression Performing hardware upgrades, repairs and component replacements on desktops, laptops and printers. Skilled in diagnosing common hardware faults, replacing parts such as memory, storage and peripherals, and ensuring devices are tested and returned to service promptly. Experience needed Strong administration experience across Microsoft 365, including Entra ID, Exchange, Teams, SharePoint, and Intune Solid endpoint support skills covering Windows 11, laptops, desktops, printers, and mobile devices Confident in user and access management across core business systems, including Dynamics 365 and ERP platforms Good working knowledge of security best practice, with a practical approach to protecting users, devices, and data Able to troubleshoot across applications, infrastructure, and services, bridging the gap between first line support and specialist teams Networking (VLANs, Routing, DHCP, DNS, VPNs, Basic Switch Configuration) Windows Server Administration Exposure to macOS Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

IT Support Engineer Stratford-Upon-Avon £34,400 Oscar Technology has partnered exclusively with a leading MSP near Stratford-Upon-Avon to recruit for a skilled IT Support Engineer to join their team. Job Description As Senior Support Engineer, you will play a crucial role in the company's effective delivery of the service desk services. For this role in particular, we are building a dedicated support team for a brand new customer so it's a great opportunity to get involved from the beginning with a lot of project work! Responsibilities Include: Monitoring & dealing with issues raised in the logging system and directly through the phone. Providing 2nd line support for IT incidents and requests, ensuring timely resolution and user satisfaction. Perform necessary, routine maintenance and updates to application operating systems and anti-virus software. Confirm factors such as IT Policies, procedures and security standards are being considered and abided by. Assist with data retrieval, backup management - either onsite or cloud based. Establishing and maintaining technical documentation that can range from technical diagrams to knowledge articles. Essential Skills: Extensive knowledge around desktop and laptop hardware, operating systems (Windows, Mac OS, Linux) and software applications. Knowledge with virtualization technologies such as VMware and Hyper-V. Excellent knowledge of networking concepts such as: TCP/IP, DHCP, DNS, and VPN. Familiarity with troubleshooting and resolving issues linked to Microsoft 365. Knowledge of Active Directory and user account management. Familiarity with server administration demands such as user management, file shares and security. Strong communication and interpersonal skills. IT Support Engineer Stratford-Upon-Avon £34,400 Oscar Associates (UK) Limited is acting as an Employment Agency in relation to this vacancy. To understand more about what we do with your data please review our privacy policy in the privacy section of the Oscar website.

Junior Network Engineer Excellent opportunity for an aspiring network professional to join a thriving UK-based Managed Services Provider delivering premium connectivity and IT solutions. Full-time, permanent role assisting with the design, implementation, monitoring, and support of customer networks in fast-paced, business-critical environments. Comprehensive training, mentoring from senior engineers, and support towards industry certifications to accelerate your career development. Competitive salary and benefits package with clear progression opportunities into more senior engineering and project roles. To apply, please email Who are the client? Our client is a market-leading managed connectivity services provider and network operator, delivering innovative, future-proof network solutions to organisations across infrastructure, construction, and engineering sectors in the UK and overseas. They operate their own robust core network and utilise a wide range of backhaul technologies - including wireless, fixed line, satellite, and mobile - to provide fast, reliable, and secure connectivity to blue-chip customers in demanding environments. Their combination of networking expertise and in-house software and data solutions offers an excellent platform for junior engineers to learn, grow, and build a long-term career. What will you be doing? In this hands-on role, you'll support the design, implementation, and ongoing maintenance of customer networks under the guidance of experienced Network Engineers. Day to day, you'll assist with installing, configuring, and testing network equipment such as routers, switches, firewalls, and wireless access points. You'll help troubleshoot connectivity, hardware, and software issues, monitor network performance, and contribute to improvements that optimise efficiency and reliability. You'll also play a key part in maintaining accurate documentation - including network diagrams, configuration records, and processes - and collaborate with cross-functional teams on project planning and implementation. As you develop, you'll be encouraged to stay up to date with emerging technologies and security threats, and to contribute ideas to enhance the resilience and security of customer environments. What will you need? Education in Computer Science, Information Technology, Networking, or equivalent hands-on experience Strong understanding of networking fundamentals: TCP/IP, DNS, DHCP, routing, switching, VLANs, and subnetting Exposure to configuring and troubleshooting routing protocols (e.g. OSPF, BGP) and Layer 2/3 switching Familiarity with core network security concepts, tools, and best practices (firewalls, VPNs, IPS/IDS, encryption) Ability to analyse and diagnose network issues using monitoring tools and packet capture analysis Strong verbal and written communication skills, with the ability to work effectively with technical and non-technical stakeholders Team-oriented approach with a collaborative mindset and willingness to contribute to shared goals Ability to successfully complete standard background checks What would be desirable? Industry certifications such as CCNA or Network+ (or progress towards these) Previous experience in a service provider, MSP, or multi-site environment Exposure to wireless, fixed line, satellite, and mobile connectivity solutions Experience using ticketing systems and documenting changes in line with ITIL-style processes A proactive, detail-focused mindset with a passion for learning new technologies and taking ownership of tasks To Apply Please apply through this advert or email your CV directly to By applying, you consent to your application being processed and submitted to the client for this vacancy only. KEY SKILLS - Junior Network Engineer, Network Support, Routing, Switching, TCP/IP, DNS, DHCP, VLANs, Subnetting, OSPF, BGP, Firewalls, VPN, IPS/IDS, Encryption, Wireless, Fixed Line, Satellite, Mobile, Network Monitoring, Packet Capture, Connectivity, Infrastructure, Construction, Engineering, Managed Services, Core Network

About Brash: Established in 2001, Brash Solutions provides complete business solutions to a variety of industrial and commercial organisations. We have a highly professional and experienced team of support engineers and software developers. Our support business aims to meet all the IT requirements of our clients, from setting up new starters, troubleshooting issues to keeping their networks secure. We pride ourselves on the personal touch, understanding each client's needs and building strong relationships. About the role: Brash Solutions is currently recruiting for a bright, friendly and enthusiastic AI & Digital Support Apprentice to work in our offices in Berkhamsted. Working within a small team of experienced Support Technicians, you will be taking calls from our client's staff and assist them with a wide variety of IT queries. This will cover a range of general desktop issues including software, hardware, internet issues, printers, phones etc. You will troubleshoot and where possible, resolve the problem by talking users through solutions over the phone or using remote access tools to ensure fast resolution. If you are unable to resolve the problem, you will escalate with details of the steps taken so far and work with the support team to improve your understanding. Our clients have a range of IT equipment, from Windows servers to Mac laptops, but the majority are Windows desktops. We work closely with each client and third parties to provide the highest level of IT support. There will be requirement of occasional travel to visit other business sites to help with IT support or talk clients through their AI/Digital requirements. Responsibilities: Be a friendly face of IT while users are experiencing problems Taking requests from users via email, ticketing system and telephone Adhere to challenging SLA requirements, logging full details of time and work undertaken Completing initial troubleshooting in a timely manner Monitor the support ticket system for incidents requiring escalation or urgent attention Build and maintain desktop/laptop PCs/Macs and Windows Servers Follow and apply IT policies and procedures applicable to each client Help and advise on digital and AI requirements from clients Diagnose and resolve hardware and software faults System health checks Software and app support You will gain experience with the following technologies: Use of AI tools in some capacity, demonstrate being able to automate/make life easier Manage and Deploy automations and AI projects Microsoft Office 365 - Tenant setup, configuring, administration troubleshooting Microsoft Azure platform - basic navigation, setup and configuration Windows 11 - 1st/2nd/3rd Line Troubleshooting Skills, setup and configuration Apple - MacOS and iOS - 1st/2nd line troubleshooting skills, setup and configuration Microsoft Office Suite - Troubleshooting, excellent Outlook, Excel and Word skills Website Domain & DNS Management Firewall setups maintenance, configuration. Router configuration, port forwarding and VPN Other areas we support are Websites (WordPress), SQL databases, Google AdWords You will need the following skills: A keen interest in digital IT, able to learn fast and adapt skills Previous experience of working in a busy, customer facing environment preferable Good verbal and written communication skills High customer focus with a can-do attitude Excellent interpersonal and communication skills Excellent problem solving skills Friendly and confident personality A keen interest in IT, able to learn fast and adapt skills Be able to plan your own work and time and prioritise tasks at hand Flexible and adaptable as each day will be different An excellent team player Advantage if you own a car with a full UK driving license Entry requirements: 3 GCSEs (or equivalent) at grades 4+ (A-C) in any subject GCSE Maths and English (or equivalents) at grades 3+ (D or above) Prospective apprentices must not hold an existing qualification at the same or higher level as this apprenticeship is in a similar subject You may also have a combination of qualifications and experience which demonstrate the minimum foundation needed for the programme. In this instance you could still be considered for the programme. If you hold international equivalents of the above qualifications, at the time of your application you must be able to provide an official document that states how your international qualifications compare to the UK qualifications. For more information please visit the UK ENIC website. Working hours: 40 hours per week, 8:30am to 5:30pm, Monday to Friday Benefits: 20 days holiday (pro rata) + bank holidays State pension Free parking Future prospects: 90% of QA apprentices secure permanent employment after completing: this is 20% higher than the national average. About QA: Our apprenticeships are the perfect way to gain new skills, earn while you learn, and launch yourself into an exciting future. With over 50,000 successful apprenticeship graduates, we're a top 50 training provider, dedicated to helping you succeed. Interested? Apply now! Please be advised that this advert may close prior to the closing date stated above if a high number of applications are received. If you are interested in this vacancy please apply below as soon as possible.

We are recruiting for an IT Operations person to join a team of 3 who run IT for a brilliant company based in Nursling. The company has 80 desktops, 15 servers and all the other infrastructure you would expect. The company operates across several sites, it is a successful and growing business, innovative and invests in IT. This role reports to the Board and will play a team role with two others to run all aspects of IT. The role plays a pivotal role in maintaining the stability, security and performance of the company's IT systems. It is a role you can make your own and input your continuous improvement ideas. The team and company are a fantastic work environment, one of the best. The Role This role will be part of a small but high performing team, focused on the following: Taking ownership of operational performance Providing assurance on service compliance, health and technical risks Champion best practice across service delivery, patch management and system resilience Act with some autonomy, taking ownership of IT operations Some specific tasks include: System & Infrastructure, ie: Windows Server/Active Directory/Group Policy Windows 11 Microsoft 365 Administration Hyper-V Virtual Servers Veeam Backup and Replication SQL database administration/Crystal reports TCP/IP, DNS, Routers, Firewalls, Switches, VPN's etc Support of mobile devices including tablets, phones, scanners etcc Service Delivery - ie own the service delivery KPIs, and drive process improvement through ITIL aligned practices. Produce weekly operational reports. The Ideal Candidate We're looking for the following in the successful candidate: Solid, progressive experience in IT operations or Service delivery in a similar scale, 50-300 user Organisation. Hands on experience with Microsoft 365 and other Microsoft packages used in IT Understanding of networking fundamentals, patch management and system monitoring Practical knowledge of ITIL principles Able to work in a friendly, non competitive, collaborative environment In terms of personal attributes, it's important you are methodical, calm and able to make decisions, work independently and take ownership. The team and company are super nice, so you need to be a decent, ethical person who works well in a team. Additional Information This is working for a fantastic company who really value their staff. Please note, due to the volume of applications we are not always able to contact each applicant individually. If you have not heard from us within 3 working days of application please assume that you have been unsuccessful on this occasion.

Audit Senior Milton Keynes - Hybrid (3 days office, 2 days home after qualifying period) Up to £50,000 + benefits Are you a newly qualified or recently qualified auditor looking for a role where you can take real ownership of your work and build strong client relationships? A Top 20 UK accountancy firm with international reach is looking to appoint an Audit Senior into its growing Milton Keynes team. The firm combines national strength with a genuinely collaborative local office environment. The Milton Keynes office itself is modern, spacious and an excellent place to work - bright, well-designed and set up to support both collaboration and focused working. The Role As Audit Senior, you'll manage your own portfolio of clients where appropriate and take responsibility for planning and delivering audits from start to finish. You will: Produce planning memorandums and identify key risk areas Agree audit timelines and scheduling directly with clients Undertake critical audit areas on selected assignments Delegate, supervise and review work of juniors and seniors Ensure files are complete and review points are cleared prior to Partner sign-off Monitor work in progress and communicate potential issues in a timely manner Ensure deadlines are met, including corporation tax and Companies House filings Build and maintain strong working relationships with clients What We're Looking For ACA, ACCA or ICAS qualified Newly qualified or up to one year post-qualified experience Experience working within practice Strong technical knowledge and confidence in audit delivery Supervisory experience and the ability to delegate effectively Commercial awareness and a client-focused approach Strong organisational skills and the ability to manage multiple deadlines Experience with Excel and Word essential Experience with Sage, Alpha Tax, CaseWare and VPM/Central advantageous What's On Offer Salary up to £50,000 depending on experience Hybrid working - three days in the office and two days at home after a short qualifying period 33 days holiday including bank holidays, with the option to buy or sell up to five days Competitive salary package Employee recognition awards including performance bonuses Structured succession planning and clear progression opportunities Employee Assistance Programme including counselling and virtual GP access If you're looking to join a forward-thinking Top 20 firm in Milton Keynes, work from genuinely impressive offices and build a long-term career in audit, apply now or get in touch for a confidential discussion. As an employer, we are committed to ensuring the representation of people from all backgrounds regardless of their gender identity or expression, sexual orientation, race, religion, ethnicity, age, neurodiversity, disability status, or any other aspect which makes them unique. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps, we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.

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

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

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

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

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

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

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

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

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

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

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