Banking Operations Lead: Customer Service & Compliance

Teleperformance; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance Philippines in Makati is seeking an Operations Supervisor to lead a high‑performing team supporting U.S. banking clients. You will coach CSRs to deliver accurate, secure, and compliant service across account servicing and inquiries.

Ideal candidates have 3+ years of supervisory experience in BPO or financial services, strong knowledge of U.S. banking regulations, and a proven ability to manage KPIs and SLAs in a high‑volume environment.

Qualifications

• Minimum 3 years of supervisory experience in a BPO or financial services setting.
• Strong background in banking customer service or card support.
• Solid knowledge of U.S. banking compliance and risk controls.
• Proven ability to lead teams under high-volume, SLA-driven operations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, and motivate a team of CSRs handling banking inquiries and support.
• Manage daily operations, monitor KPIs and SLAs, ensure high-quality service.
• Handle escalations with proper documentation and service recovery.
• Ensure compliance with U.S. banking regulations and security standards.
• Prepare data-driven performance reports for leadership.

Skills

Supervisory experience

Banking customer service

U.S. compliance knowledge

SLA/KPI management

Coaching & stakeholder mgmt

Job description

Teleperformance Philippines in Makati is seeking an Operations Supervisor to lead a high‑performing team supporting U.S. banking clients. You will coach CSRs to deliver accurate, secure, and compliant service across account servicing and inquiries.

Ideal candidates have 3+ years of supervisory experience in BPO or financial services, strong knowledge of U.S. banking regulations, and a proven ability to manage KPIs and SLAs in a high‑volume environment.