Operations Supervisor

EST GC Services International, LLC - Philippine Branch; Manila; On-site; PHP 420,000 - 650,000; Full time

Benefits offered by this job

Paid Training

HMO and Group Life Insurance

Paid Time Off

Referral Program

Career Advancement

Job summary

InteLogix is seeking a proactive Fraud Prevention Team Leader to supervise a group of agents, coach daily, handle escalations, and ensure high-quality fraud determinations in line with policy and data security standards. This role will oversee production, attendance, and performance management, and require reporting on KPI trends.

On-site at Estancia Mall, Pasig City, with graveyard shifts aligned to EST/CST time zones.

Qualifications

• Experience leading a fraud prevention or security team.

Responsibilities

• Directly supervise a team of Fraud Prevention agents; provide coaching and performance reviews.
• Monitor calls and reviews to ensure accurate fraud determinations; ensure policy compliance.
• Own team performance against KPIs; manage attendance and throughputs; report results.
• Track KPI trends and coordinate with Workforce Management to optimise scheduling.

Job description

Who we are: At InteLogix, we are passionate about empowering individuals and organizations to achieve their full potential. As a trusted leader in our industry, we are committed to providing innovative solutions and exceptional services that make a positive impact. We believe in the power of teamwork, integrity, and commitment to excellence. Join us at InteLogix and be part of a dynamic organization that strives to create a brighter future, one where our collective efforts shape and empower the world around us. Together, we can make a difference.

What’s the Role About?

If you like to solve problems and interact with people around the Globe, this is the career for you! In this role, you will be a creative problem solver, results oriented, and empathetic customer partner that connects, navigates, influences, and provides solutions. Are you energetic, enthusiastic with an engaging personality? Are you driven to deliver effective results while providing excellent customer service? Do you have extraordinary communication skills?

What’s it in for YOU?

Paid Training HMO and Group Life Insurance Paid Time Off Referral Program Career Advancement

• 1. Team Leadership & Coaching Directly supervise a team of Fraud Prevention agents, providing day-to-day floor leadership and support. Conduct regular 1:1 coaching, side-by-side observations, and documented performance reviews. Drive engagement and morale through huddles, recognition, and pulse-survey follow-through. Handle escalations and support agents on complex or sensitive fraud cases.
• 2. Fraud Decision Quality & Compliance Monitor calls and case reviews to ensure fraud determinations are accurate, timely, and consistent with policy. Ensure the team adheres to Verizon fraud review protocols, CCMP compliance standards, and data security requirements (CPNI, PCI DSS). Conduct quality audits and provide actionable, specific feedback to close gaps. Escalate policy gaps, emerging fraud patterns, or systemic issues to the Unit Manager.
• 3. Production, Attendance & Performance Management Own team performance against KPIs: AHT, QA, attendance, and fraud case throughput. Actively manage attendance and adherence in line with program absenteeism targets. Identify performance gaps early and implement individual improvement plans. Prepare and present daily/weekly/monthly team performance reports to the Unit Manager.
• 4. Reporting & Continuous Improvement Track and report on team KPI trends, flagging risks before they impact program targets. Partner with Workforce Management and Quality teams on scheduling, staffing, and calibration. Recommend and help implement process improvements to reduce fraud losses and improve handle time.

* Candidates should be amenable to work on-site (Estancia Mall, Pasig City) and graveyard schedule following EST/CST timezone.

As a leading provider of human capital solutions, we help our clients and their people navigate the complexity of health, wealth and HR. We combine data-driven, consumer-centered technology with personalized care and service to deliver a superior customer experience. Our dedicated colleagues across 19 global centers help 23 million people and their 11 million family members simplify work and life, both now and in the future. We are reimagining how people and organizations thrive.