Operations Lead, FinServ & Process Improvement

Teleperformance; Cebu City; On-site; PHP 1,200,000 - 1,600,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Analytical thinking

Stakeholder management

Communication

Problem-solving

Tools

Microsoft Excel

PowerPoint

Reporting tools

Job description

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.