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 – BFSI is responsible for managing a team of customer service or operations agents handling Banking, Financial Services, and Insurance processes. The role focuses on meeting service level agreements (SLAs), driving team performance, ensuring compliance with regulatory and quality standards, and supporting continuous improvement. Key responsibilities include coaching and mentoring team members, monitoring KPIs, handling escalations, preparing reports, and collaborating with quality, training, and operations teams to deliver excellent customer experience.

REQUIREMENTS:

● Bachelor’s 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.
● Strong experience in disputes, Fraud, and collections
● 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