Operations Supervisor – Retail Banking

Gratitude Philippines; Philippines; On-site; PHP 457,000 - 547,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for a Retail Banking program. The role involves leading a team, driving key metrics, and delivering high-quality customer service across general customer service operations.

This onsite night-shift position requires managing performance, improving daily processes, and ensuring efficient handling of customer inquiries in a high-volume environment. Candidates with BPO supervision experience are preferred and encouraged to apply.

Qualifications

• At least 1 year of BPO experience as a Supervisor or SME.
• BFSI experience preferred; Retail Banking is an advantage but not mandatory.
• Candidates from other LOBs are welcome.
• Must have experience managing team performance and driving AHT and CSAT.
• Amenable to working onsite on a night shift.
• Available to start ASAP.

Responsibilities

• Manage and oversee the implementation of short-term activities within the team.
• Execute specialized projects and activities, typically working according to set principles.
• Supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product.
• Significantly improve day-to-day activities / processes within the team.
• Make operational decisions within a defined scope.
• Deliver professional responsibilities with a focus on professional excellence.
• Manage team performance and drive AHT and CSAT.

Skills

Team management

Communication skills

Customer service

Problem solving

Job description

Work Setup: Onsite | Work Schedule: Night Shift

Salary Package: ₱45,000

JOB OVERVIEW

We are seeking an Operations Supervisor for a Retail Banking program. The role involves managing team performance, driving key metrics, and ensuring high-quality customer service delivery across general customer service operations.

JOB DESCRIPTION

General Customer Service includes post-sale technical and / or non-technical customer service and support across multiple sub-families for business and / or end-consumer customers, including:

Remote Customer Service

Providing customer service and support via phone, online chat, or text including:

• Call center-based customer support in response to a high volume of low-complexity inquiries
• Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher-complexity inquiries

Distribution Center Customer Service

Performed in a distribution center, product returns / repair center, or field walk-in customer service facility including:

• Acting as liaison between customers, production, and distribution departments related to specific customer orders
• Providing technical and non-technical customer support in a walk-in service center

This role is not compensated based on achievement of sales targets.

KEY RESPONSIBILITIES

• Manage and oversee the implementation of short-term activities within the team
• Execute specialized projects and activities, typically working according to set principles
• Supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product
• Significantly improve day-to-day activities / processes within the team
• Make operational decisions within a defined scope
• Deliver professional responsibilities with a focus on professional excellence
• Manage team performance and drive AHT and CSAT

QUALIFICATIONS & REQUIREMENTS

• At least 1 year of BPO experience as a Supervisor or SME
• BFSI experience preferred; Retail Banking is an advantage but not mandatory
• Candidates from other LOBs (e.g., Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology) are welcome
• Must have experience managing team performance and driving AHT and CSAT
• Good verbal and written communication skillsMust have no outstanding or delinquent financial obligations (e.g., loans or credit card payments)
• Amenable to working onsite on a night shift
• Available to start ASAP