FinTech Account Team Lead – BPO, ASAP Start

ibex; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

ibex in Pasig, Philippines is seeking a Team Manager to lead a fintech customer support team, coaching agents, and ensuring service levels. The role focuses on achieving KPI targets and driving performance through mentorship and structured feedback.

The ideal candidate will have at least 1 year of supervisory FinTech experience in a BPO, strong leadership, communication, and analytical skills, and be able to start ASAP in a fast-paced environment.

Qualifications

• Up to date management skills and understanding of employee motivation.
• Understanding of key performance indicators including the working knowledge to drive appropriate behavior.
• Good oral and verbal communication skills.
• Good leadership, coaching and interpersonal skills.
• Good analytical skills.
• Good problem solving skills.
• Team Player.
• At least 1 year experience in the related field; FinTech in supervisory level in a BPO setting.
• Amenable to work in Silver City, Pasig; Can start ASAP.

Responsibilities

• Provides direction and guidance to guarantee consistent achievement of key performance metrics.
• Achieves, measures, reports and communicates metric goal attainment for assigned team.
• Ensures accurate and timely communication of client and campaign issues to Manager Site Operations.
• Coaches, mentors and develops agent team for skills expansion and promotional opportunities.
• Monitors, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
• Maintains current employee records on direct reports.
• Provides Subject Matter Expertise.
• Ensures training needs of subordinates are met.
• Modifies operations as needed to meet service level agreements under supervision of Operations Manager.
• Resolves escalated customer issues.
• Holds team meetings on a regular basis with direct reports.

Skills

Communication skills

Leadership

Interpersonal skills

Analytical skills

Problem solving

Team player

Job description

ibex in Pasig, Philippines is seeking a Team Manager to lead a fintech customer support team, coaching agents, and ensuring service levels. The role focuses on achieving KPI targets and driving performance through mentorship and structured feedback.

The ideal candidate will have at least 1 year of supervisory FinTech experience in a BPO, strong leadership, communication, and analytical skills, and be able to start ASAP in a fast-paced environment.