Operations Supervisor Retail Banking | Cebu IT Park

Position Overview

The Operations Supervisor – Retail Banking is responsible for overseeing the day-to-day operations of frontline retail banking teams. This role focuses on supervising transaction processing, ensuring high customer service quality, maintaining strict operational compliance, and coaching team members toward achieving performance targets.

Key Responsibilities

• Daily Team Supervision: Lead a team of retail banking representatives/associates, managing daily workflow distribution, attendance, and queue management.
• Performance Management: Monitor individual and team KPIs (e.g., handle time, resolution rates, error rates, customer satisfaction scores), providing constructive feedback and coaching.
• Operational Excellence: Ensure high accuracy and speed in processing retail banking transactions, account inquiries, and service requests.
• Audit & Compliance: Enforce compliance with banking regulations, KYC/AML guidelines, and internal security protocols.
• Issue Escalation: Resolve escalated customer inquiries or complex operational issues in a timely and professional manner.
• Process Enhancement: Assist management in identifying gaps in current retail banking procedures and implementing operational solutions.

Qualifications & Requirements

• Experience: Minimum of 1 year of current or recent experience as an Operations Supervisor in a retail banking or financial operations setup.
• Domain Expertise: Core background in the Banking, Financial Services, and Insurance (BFSI) sector, specifically within retail/consumer banking operations.
• Education: Bachelor's degree in Finance, Banking, Business, or equivalent experience.
• Skills: Proven supervisory capabilities, strong communication, problem-solving, and familiar with core banking software and CRM tools.