Operations Supervisor

Fidelis Information Technology Corp; Carmona; On-site; PHP 350,000 - 500,000; Full time

Job summary

Fidelis Information Technology Corp is seeking a capable Operations Supervisor to lead a fast-paced BPO/collections team onsite in Cavite. You will drive KPI attainment, supervise Team Leaders, and ensure efficient lending and collections processes while enforcing company policies.

The role requires 2–3 years of supervisory experience, strong leadership, and excellent communication skills. You will coordinate with QA, Training, Compliance, HR, and other departments to support performance

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• 3–5 years of experience in Collections, Lending, or BPO Operations.
• 2–3 years of supervisory or team leadership experience.
• Strong knowledge of collections processes and lending operations.
• Excellent communication and interpersonal skills.

Responsibilities

• Supervise daily operations and ensure teams meet KPIs, productivity, quality, and collection targets.
• Monitor performance of Team Leaders and agents and provide coaching and performance support.
• Oversee collection and lending processes for efficiency and compliance.
• Handle operational issues, escalations, and complex customer or account concerns.
• Review operational performance and prepare reports for Management.
• Identify performance gaps and implement action plans and process improvements.
• Coordinate with QA, Training, Compliance, HR, and other departments.
• Conduct regular team meetings and performance reviews.
• Ensure proper implementation of company policies and procedures.
• Perform other operational duties assigned by Management.

Skills

Team leadership

Performance management

Microsoft Excel

Data analysis

Operational coaching

Communication

Process improvement

Education

Bachelor’s degree in Business Administration/Management

Job description

Key Responsibilities:

Supervise daily operations and ensure teams meet KPIs, productivity, quality, and collection targets.

Monitor the performance of Team Leaders and agents and provide coaching and performance support.

Oversee collection and lending processes to ensure efficiency and compliance with company procedures.

Handle operational issues, escalations, and complex customer or account concerns.

Review operational performance and prepare reports for Management.

Identify performance gaps and implement action plans and process improvements.

Coordinate with QA, Training, Compliance, HR, and other departments on operational concerns.

Conduct regular team meetings and performance reviews.

Ensure proper implementation of company policies and procedures.

Perform other operational duties assigned by Management.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.

• At least 3–5 years of experience in Collections, Lending, or BPO Operations.

• At least 2-3 years of supervisory or team leadership experience.

• Strong knowledge of collections processes, lending operations, and performance management.

• Proven ability to manage Team Leaders and large teams.

• Strong leadership, problem-solving, and decision‑making skills.

• Excellent communication and interpersonal skills.

• Proficient in Microsoft Office, particularly Excel.

• Ability to analyze operational data and implement process improvements.

• Willing to work onsite and handle a fast‑paced operations environment.