Description / Requirements
Job title: Team Leader
LOB: Banking, Financial Services, and Insurance (BFSI)
Account: Financial/ Credit Card
Location: On-site in Taguig
Work Timing: Shifting
Salary: 38,000 - 43,000 basic / 2,000 allowance
Target start date: Immediately/Asap
The Team Leader will manage and support a team handling end-to-end credit card operations, including application processing, onboarding, customer servicing, billing, disputes, and collections. The role focuses on driving performance, ensuring compliance with banking regulations, meeting SLAs/KPIs, and delivering excellent customer experience. The Team Leader will coach agents, monitor quality, handle escalations, and collaborate with stakeholders to improve processes and service outcomes.
Requirements
- Bachelors degree or equivalent experience is required (Undergraduates are welcome to apply)
- At least 2 years of relevant experience as a Team Leader in a BPO setting
- With strong experience in BFSI LOBs, a minimum of 3 years
- With end to end credit card experience (from CSR, Collections, Fraud, Disputes and Chargebacks)
- Leads and mentors teams, manages performance and escalations, and drives KPI achievement across all credit card operations.
- Strong knowledge of credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS.
- Monitors metrics, prepares reports, identifies gaps, and drives process improvements while coordinating with cross-functional teams.
- Willing to work on-site and shift schedule in Taguig
