Operations Assistant Manager – Consumer Banking Care (Mortgage & Fraud)

Teleperformance; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Teleperformance is seeking an Assistant Operations Manager in Metro Manila to support the Operations Manager in driving tactical execution, frontline performance, and daily workflow management across Consumer Banking Care (Mortgage & Fraud). This role emphasizes frontline coaching, VOC/NPS analysis, and real-time operational delivery to ensure exceptional customer experiences and compliance.

You will supervise Mortgage and Fraud care teams, conduct regular huddles, monitor real-time

Qualifications

• Coaching frontline teams and leaders to improve performance.
• Analyzing VOC/NPS to identify trends and drive improvements.
• Managing real-time operations delivery and ensuring SLA adherence.

Responsibilities

• Supervise daily floor/queue operations across Mortgage and Fraud care teams.
• Act as escalation point for complex inquiries and high-friction disputes.
• Audit workflows and case logs for compliance with risk policies and banking regulations.
• Monitor real-time NPS/VOC feeds and review feedback in regular huddles.
• Execute closed-loop customer callbacks to resolve issues and capture insights.
• Manage Team Leaders with performance audits and coaching sessions.
• Track KPIs (AHT, FCR, Quality Scores, NPS) and deploy improvement plans.
• Collaborate with Fraud Risk Analysts and Mortgage Ops teams to streamline escalations.
• Assist in creating weekly/monthly CX reporting decks.

Skills

Coaching

VOC/NPS analysis

Frontline performance

KPI tracking

Job description

The Assistant Operations Manager supports the Operations Manager in driving tactical execution, frontline performance, and daily workflow management across Consumer Banking Care (Mortgage & Fraud). This role focuses directly on frontline coaching, VOC/NPS driver analysis, and real-time operational delivery to ensure exceptional customer experience and compliance standards are consistently met.

Key Responsibilities

Tactical Operations & Daily Oversight

• Supervise daily floor/queue operations across Mortgage and Fraud care teams to maintain queue stability, SLA compliance, and shrinkage control.

• Act as the immediate point of escalation for complex mortgage inquiries or high-friction fraud disputes.

• Audit team workflows and case logs to ensure compliance with internal risk policies and external banking regulations.

VOC & NPS Metric Execution

• Monitor real-time NPS/VOC survey feeds, identifying trending customer pain points (e.g., slow loan status updates, account lockouts).

• Conduct daily/weekly huddles with Team Leaders and front-line agents to review feedback and share best practices for driving customer satisfaction.

• Execute closed-loop customer callback programs for dissatisfied customers (detractors) to resolve issues and gain actionable feedback.

Performance Management & Coaching

• Manage Team Leaders/Supervisors, conducting regular performance audits, call/case reviews, and one-on-one development sessions.

• Track individual and team KPIs (AHT, FCR, Quality Scores, NPS) and deploy targeted action plans for underperforming metrics.

Cross-Functional Collaboration

• Partner with Fraud Risk Analysts and Mortgage Operations teams to streamline escalation channels and improve customer resolution times.

• Assist the Operations Manager in creating weekly and monthly operational and CX reporting decks.