Manager - CEC Operations

About the role
Refer to you will be responsible for section

You will be responsible for

I lead and motivate my team to deliver operational excellence across all business critical metrics, continually striving to improve efficiency and 

You will need

service through effective 

communication, colleague engagement, mentoring and development of my team.

In this job, I am accountable for:

Following our Business Code of Conduct and always acting with integrity and due diligence and have these specific risk responsibilities:

• Ensuring I understand our Core Purpose and the role I play in delivering this 

• Role modelling the Tesco values and leading by example in what I do and how I behave 

• Crafting a culture of highly engaged colleagues who are passionate about their role in serving shoppers a little better every day 

• Delivering our key metrics and performance measures 

• Collaborating with resource planning to deliver agreed service levels 

• Supporting my team with complex issue management, liaising with partners on outstanding issues and taking ownership to close issues 

• Ensuring standard operating procedures are current and adhered to by my team 

• Ensuring the team receive all training, knowledge and development to provide a quality service and deliver expectations 

• Mentoring my team to deliver great service, perform operational transactions to a high standard and continually uplift performance 

• Holding inspiring everyday conversations with my team, recognising great performance and encouraging a focus on development and career aspirations 

• Supporting the performance of my team, providing structured mentorship, expectations and accountability to improve performance in line with process 

• Crafting a fair, transparent and inclusive culture for all colleagues 

• Ensuring equal career development opportunities for all colleagues in my team 

• Driving team action plans to build a "Great Place to Work" based on feedback and insight from colleagues 

• Spotting and surfacing opportunities to address what gets in the way of great performance and improving colleague and customer experience 

- Ensuring our Lead - Continuous Improvement colleagues are provided with the training, tools and support to enable CI process improvement 

• Setting clear individual performance objectives with each member of my team 

• Delivering my own personal objectives, preparing for and participating fully in everyday and structured conversations with my colleagues and manager 

• Continually developing my skills to be the best I can be in my role

Key people and teams I work with in and outside of Tesco:

People, budgets and other resources I am accountable

for in my job:

Store Colleagues 

Associate - CEC colleagues 

CEC operations colleagues 

Senior Associate - CEC colleagues 

CEC support colleagues 

Lead - Continuous Improvement colleagues 

Vendors 

UK Stakeholders 

Tesco Technology 

Resource Planning 

Operational skills relevant for this job:

Experience relevant for this job:

Customer service orientation 

Managing performance 

Microsoft Office e.g. Outlook email 

Management Experience in BPO 

Communication in English - verbal and written 

Contact Centre ways of working 

Coaching 

People / Team management 

Conflict Resolution 

Development of People 

Planning & Organising 

Operational delivery 

Analysis and Problem Solving 

Whats in it for you?
At Tesco, we are committed to providing the best for you. 

As a result, our colleagues enjoy a unique, differentiated, market- competitive reward package, based on the current industry practices, for all the work they put into serving our customers, communities and planet a little better every day. 

Our Tesco Rewards framework consists of pillars - Fixed Pay, Incentives, and Benefits.  

Total Rewards offered at Tesco is determined by four principles - simple, fair, competitive, and sustainable. 

Salary -

Your fixed pay is the guaranteed pay as per your contract of employment. 

Performance Bonus -

Opportunity to earn additional compensation bonus based on performance, paid annually 

Leave & Time-off -
Colleagues are entitled to 30 days of leave (18 days of Earned Leave, 12 days of Casual/Sick Leave) and 10 national and festival holidays, as per the company's policy. 

Making Retirement Tension-FreeSalary -
In addition to Statutory retirement beneets, Tesco enables colleagues to participate in voluntary programmes like NPS and VPF. 

Health is Wealth -
Tesco promotes programmes that support a culture of health and wellness including insurance for colleagues and their family. Our medical insurance provides coverage for dependents including parents or in-laws. 

Mental Wellbeing -
We offer mental health support through self-help tools, community groups, ally networks, face-to-face counselling, and more for both colleagues and dependents.  

Financial Wellbeing -
Through our financial literacy partner, we offer one-to-one financial coaching at discounted rates, as well as salary advances on earned wages upon request.  

Save As You Earn (SAYE) -
Our SAYE programme allows colleagues to transition from being employees to Tesco shareholders through a structured 3-year savings plan.  

Physical Wellbeing -
Our green campus promotes physical wellbeing with facilities that include a cricket pitch, football field, badminton and volleyball courts, along with indoor games, encouraging a healthier lifestyle. 

About Us
At Tesco, inclusion is at the heart of everything we do. We believe in treating everyone fairly and with respect, valuing individuality and uniqueness to create a true sense of belonging. Diversity and inclusion are deeply embedded in our values—we treat people how they want to be treated. Our goal is for all colleagues to feel they can be themselves at work, and we are committed to helping them thrive. Across the Tesco group, we are building an inclusive workplace that actively celebrates the cultures, personalities, and preferences of our colleagues, who in turn contribute to the success of our business and reflect the diversity of the communities we serve. 

At Tesco Bengaluru, we are proud to be a Disability Confident Committed Employer, highlighting our commitment to creating a supportive environment for individuals with disabilities. We are dedicated to offering equal opportunities for all candidates and encourage applicants with disabilities to apply. Our recruitment process is fully accessible, and we are happy to provide reasonable adjustments during interviews. If you need any accommodations to participate in the recruitment process, please let us know. We are here to ensure that everyone has the chance to succeed. 

We also believe in fostering a work environment where you can excel both professionally and personally. Our hybrid model allows you to work flexibly—spend 60% of your week collaborating in person with colleagues at our office locations or local sites, and the rest of the time working remotely. We understand that everyone's life journey is unique, whether you are starting your career, pursuing passions, or navigating life changes, and we are here to support you. Flexibility is a core part of our culture, and we encourage open conversations about how we can best accommodate your needs, so talk to us throughout your application process on the support required.