Operations Supervisor – Banking Customer Service (BPO)

Teleperformance; Makati; On-site; PHP 446,000 - 670,000; Full time

Job summary

Teleperformance Philippines in Makati is seeking an Operations Supervisor to lead a high‑performing team supporting U.S. banking clients. You will coach CSRs to deliver accurate, secure, and compliant service across account servicing and inquiries.

Ideal candidates have 3+ years of supervisory experience in BPO or financial services, strong knowledge of U.S. banking regulations, and a proven ability to manage KPIs and SLAs in a high‑volume environment.

Qualifications

• Minimum 3 years of supervisory experience in a BPO or financial services setting.
• Strong background in banking customer service or card support.
• Solid knowledge of U.S. banking compliance and risk controls.
• Proven ability to lead teams under high-volume, SLA-driven operations.
• Excellent communication and stakeholder management skills.

Responsibilities

• Lead, coach, and motivate a team of CSRs handling banking inquiries and support.
• Manage daily operations, monitor KPIs and SLAs, ensure high-quality service.
• Handle escalations with proper documentation and service recovery.
• Ensure compliance with U.S. banking regulations and security standards.
• Prepare data-driven performance reports for leadership.

Skills

Supervisory experience

Banking customer service

U.S. compliance knowledge

SLA/KPI management

Coaching & stakeholder mgmt

Job description

Step into a leadership role where you’ll guide a high‑performing team and help deliver exceptional service for one of the most trusted financial institutions in the United States.

About the Role

We’re looking for an Operations Supervisor who can elevate team performance, strengthen customer experience, and uphold strict banking compliance standards. You’ll lead a group of Customer Service Representatives handling U.S.‑based banking customers—ensuring every interaction is accurate, secure, and handled with professionalism. If you excel in coaching, operations management, and problem‑solving, this opportunity is designed for you.

What You’ll Do

• Lead, coach, and motivate a team of CSRs handling banking inquiries, account servicing, and customer support.

• Manage daily operations, monitor KPIs and SLAs, and ensure consistent delivery of high‑quality service.

• Handle escalations with confidence and ensure proper documentation and service recovery.

• Enforce compliance with U.S. banking regulations, authentication standards, and security protocols.

• Conduct coaching sessions, quality audits, and performance evaluations to strengthen team capability.

• Identify operational gaps, recommend improvements, and help streamline workflows.

• Collaborate with QA, Training, Workforce, and Client Teams to maintain alignment and operational excellence.

• Prepare clear, data‑driven performance reports for internal leaders and stakeholders.

What You Bring

• At least 3 years of supervisory experience in a BPO or financial services environment.

• Strong background in banking customer service, account servicing, or card support.

• Solid understanding of U.S. banking compliance, risk controls, and documentation accuracy.

• Proven ability to lead teams in high‑volume, SLA‑driven operations.

• Excellent communication, coaching, and stakeholder management skills.

• Experience supporting U.S. banking accounts is a strong advantage.

Why You’ll Love This Role

• Lead a team supporting a respected U.S. financial institution.

• Grow your leadership career in a thriving banking operations environment.

• Competitive compensation and opportunities for advancement.

• A culture built on integrity, teamwork, and operational excellence.