Operations Assistant Manager - Mortgage & Fraud Care

Teleperformance

Pasay

On-site

PHP 600,000 - 900,000

Full time

10 days ago

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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.