Operations Assistant Manager (Financial Services) | TP Cebu IT Park

Teleperformance; Cebu City; Sur place; PHP 1 200 000 - 1 600 000; Plein temps

Résumé du poste

Teleperformance Philippines in Cebu City is seeking an experienced Operations Management leader to drive day-to-day operations, ensuring SLAs and KPIs are met while aligning with business goals. The role involves monitoring productivity, quality, and turnaround times, and ensuring accurate processing of financial transactions and customer requests.

You will supervise and develop Team Leaders and frontline associates, conduct performance reviews, and lead workforce planning.

Qualifications

• 5+ years of experience in financial services operations, banking, insurance, lending, fintech, or BPO financial accounts.
• 2+ years of leadership experience in a supervisory or management role.
• Strong understanding of operational management, performance metrics, and customer service.
• Excellent analytical, problem-solving, communication, and stakeholder management skills.
• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Responsabilités

• Assist in managing day-to-day operations to ensure SLAs, KPIs, and business goals.
• Monitor productivity, quality, turnaround times, and operational metrics.
• Ensure accurate and timely processing of financial transactions, customer requests, and operational activities.
• Identify operational challenges and implement action plans to drive performance improvements.
• Supervise, coach, and develop Team Leaders, Supervisors, and frontline associates.
• Conduct performance reviews, coaching, and succession planning.
• Drive employee engagement, accountability, and high-performance standards.
• Support workforce management including scheduling and capacity planning.
• Ensure adherence to company policies, financial regulations, and procedures.
• Support governance, risk, compliance, and audit requirements.
• Monitor operational controls and implement corrective actions as needed.
• Partner with compliance and risk teams to maintain regulatory standards.
• Manage escalated customer and client issues, collaborating to improve satisfaction.
• Support implementation of customer experience initiatives and best practices.
• Analyze operational data and identify opportunities for process optimization.
• Lead continuous improvement initiatives using Lean, Six Sigma, or operational excellence methodologies.
• Prepare business reviews, performance reports, and presentations for leadership.
• Participate in strategic projects and transformation initiatives.

Connaissances

Leadership

Analytical thinking

Stakeholder management

Communication

Problem-solving

Outils

Microsoft Excel

PowerPoint

Reporting tools

Description du poste

Operations Management

• Assist in managing day-to-day operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and business goals.

• Monitor productivity, quality, turnaround times, and operational performance metrics.

• Ensure accurate and timely processing of financial transactions, customer requests, and operational activities.

• Identify operational challenges and implement action plans to drive performance improvements.

Leadership & People Management

• Supervise, coach, and develop Team Leaders, Supervisors, and frontline associates.

• Conduct performance reviews, coaching sessions, and succession planning activities.

• Drive employee engagement, accountability, and high-performance standards.

• Support workforce management activities, including scheduling, staffing, and capacity planning.

Compliance & Risk Management

• Ensure adherence to company policies, financial regulations, and operational procedures.

• Support governance, risk, compliance, and audit requirements.

• Monitor operational controls and implement corrective actions as needed.

• Partner with compliance and risk teams to maintain regulatory standards.

Client & Customer Experience

• Manage escalated customer and client issues, ensuring timely resolution.

• Collaborate with internal stakeholders to improve customer satisfaction and service delivery.

• Support implementation of customer experience initiatives and best practices.

Process Improvement & Reporting

• Analyze operational data and identify opportunities for process optimization.

• Lead continuous improvement initiatives using Lean, Six Sigma, or operational excellence methodologies.

• Prepare business reviews, performance reports, and operational presentations for leadership.

• Participate in strategic projects and transformation initiatives.

Qualifications

Required

• 5+ years of experience in financial services operations, banking, insurance, lending, fintech, or BPO financial accounts.

• 2+ years of leadership experience in a supervisory or management role.

• Strong understanding of operational management, performance metrics, and customer service.

• Excellent analytical, problem-solving, communication, and stakeholder management skills.

• Advanced proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Preferred

• Experience managing banking operations, payments, fraud prevention, lending support, or collections.

• Lean Six Sigma Green Belt, COPC, PMP, or similar certifications.

• Experience in shared services, contact centers, or outsourced financial services environments.

• Knowledge of regulatory and compliance frameworks in financial services.