OPERATIONS SUPERVISOR (Retail Banking) Account

Gratitude Philippines; Philippines; On-site; PHP 391,000 - 670,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for Retail Banking to lead a team, oversee daily workflows, and ensure high-quality outcomes. The role focuses on optimizing handling time and customer satisfaction across multiple channels while collaborating with cross-functional teams.

The position requires at least 1 year in BPO leadership, preference for BFSI/retail banking exposure, and a commitment to an on-site night shift schedule in the Philippines.

Qualifications

• 1 year of BPO leadership experience as a Supervisor or SME.
• BFSI or Retail Banking experience is preferred.
• Strong verbal and written communication; proven ability to drive team metrics.
• Must be able to work on-site on a permanent night shift.

Responsibilities

• Lead and oversee daily workflows to ensure efficiency and quality.
• Manage team performance toward AHT and CSAT goals.
• Oversee high-volume and complex customer issues across voice, chat, and text.
• Coordinate with customer care, production, and distribution to resolve escalations.

Skills

Leadership

Team management

Communication

Performance metrics

AHT optimization

Job description

OPERATIONS SUPERVISOR (Retail Banking) Account

Key Responsibilities

Team Leadership & Oversight: Supervise and direct daily workflows, ensuring professional excellence, operational efficiency, and high-quality end-product execution.

Performance & Metric Management: Manage team performance with a strong focus on driving Average Handling Time (AHT) and Customer Satisfaction (CSAT) goals.

Customer Support Execution: Oversee high-volume, low-complexity inquiries as well as lower-volume, complex customer issue resolution across voice, chat, and text channels.

Operational Excellence: Generate and manage workload independently within established principles, driving day-to-day process improvements and operational decision-making.

Cross-Functional Collaboration: Act as an operational liaison between customer care, production, and distribution departments to resolve complex escalations and order inquiries.

Qualifications & Requirements

Experience: Minimum of 1 year of BPO leadership experience as a Supervisor or Subject Matter Expert (SME).

Domain Knowledge: BFSI or Retail Banking experience is preferred; candidates from Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, or Tech lines of business are highly welcome.

Skills: Strong verbal and written communication skills with proven experience managing team metrics and driving performance.

Financial Standing: Must have no outstanding or delinquent financial obligations (e.g., unpaid loans or overdue credit card payments).

Schedule & Location: Must be fully amenable to working on-site on a permanent night shift schedule.