Operations Supervisor | Financial Services | TP Vertis

Teleperformance; Quezon City; Vor Ort; PHP 420.000 - 780.000; Vollzeit

Zusammenfassung

Teleperformance Philippines is seeking an experienced Operations Supervisor to oversee daily financial services workflows and a team of professionals. You will ensure service levels, drive performance metrics, and maintain high quality in customer interactions while adhering to compliance standards.

Responsibilities include leading and coaching the team, conducting performance reviews, and continuously improving processes through data-driven insights.

Qualifikationen

• 3-5+ years in financial services operations, banking, lending, insurance, fintech, or BPO financial accounts.
• At least 1-2 years of supervisory or team leadership experience.
• Strong knowledge of operational processes, performance management, and customer service delivery.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Aufgaben

• Supervise daily operations to meet SLAs, KPIs, and quality standards.
• Monitor workflow, volumes, productivity, and resource allocation for efficiency.
• Ensure timely and accurate processing of financial transactions and customer requests.
• Identify operational risks and implement corrective actions.

Kenntnisse

Customer service

Analytics

Communication

Problem solving

Office suite

Tools

Excel

PowerPoint

Jobbeschreibung

Key Responsibilities

Operational Management

• Supervise daily operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and quality standards.

• Monitor workflow, volumes, productivity, and resource allocation to maintain operational efficiency.

• Ensure timely and accurate processing of financial transactions and customer requests.

• Identify operational risks and implement corrective actions to mitigate issues.

Team Leadership

• Lead, coach, and develop a team of financial services professionals.

• Conduct regular performance reviews, coaching sessions, and career development planning.

• Manage attendance, scheduling, employee engagement, and team performance.

• Foster a culture of accountability, collaboration, and continuous improvement.

Compliance & Risk Management

• Ensure compliance with company policies, financial regulations, and audit requirements.

• Monitor adherence to regulatory and security standards, including data privacy and fraud prevention measures.

• Support internal and external audits and implement corrective action plans as required.

Customer Experience

• Resolve escalated customer concerns and complex operational issues.

• Ensure delivery of exceptional customer service while maintaining compliance standards.

• Collaborate with internal and external stakeholders to improve customer satisfaction.

Continuous Improvement

• Analyze operational metrics and identify process improvement opportunities.

• Lead root cause analysis and implement efficiency initiatives.

• Support automation, digital transformation, and operational excellence projects.

• Prepare and present performance reports to management.

Qualifications

Required

• 3-5+ years of experience in financial services operations, banking, lending, insurance, fintech, or BPO financial accounts.

• At least 1-2 years of supervisory or team leadership experience.

• Strong knowledge of operational processes, performance management, and customer service delivery.

• Excellent communication, analytical, and problem-solving skills.

• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Preferred

• Experience managing banking, payments, lending, fraud, collections, or insurance operations.

• Knowledge of regulatory requirements and financial industry compliance standards.

• Lean Six Sigma, COPC, or other process improvement certifications.

  • Experience working in a shared services, contact center, or financial outsourcing environment.