Operations Supervisor – Retail Banking | Cebu IT Park

TP; Cebu City; On-site; PHP 420,000 - 560,000; Full time

Job summary

TP is seeking an Operations Supervisor – Retail Banking to oversee day-to-day frontline banking activities in Cebu City. You will supervise transaction processing, ensure service quality, and maintain compliance while coaching team members toward performance targets.

Candidates should have at least 1 year of supervisory experience in BFSI retail operations, a Bachelor’s degree in Finance/Banking/Business, and strong communication skills with familiarity in core banking software and CRM tools.

Qualifications

• Minimum 1 year as Operations Supervisor in a retail banking or financial operations setup.
• BFSI background with emphasis on retail banking operations.
• Bachelor’s degree in Finance, Banking, or Business.
• Strong supervisory, communication, problem-solving skills; familiar with core banking software and CRM tools.

Responsibilities

• Daily team supervision and workload management.
• Monitor KPIs and coach team on performance.
• Ensure accuracy and speed in processing transactions.
• Enforce banking regulations and KYC/AML compliance.
• Resolve escalated customer inquiries and issues.
• Identify gaps and implement operational improvements.

Skills

Supervisory

Communication

Problem-solving

Core banking software

CRM tools

Education

Bachelor's degree in Finance, Banking, Business

Tools

Core banking software

CRM tools

Job description

The Operations Supervisor – Retail Banking is responsible for overseeing the day-to-day operations of frontline retail banking teams. This role focuses on supervising transaction processing, ensuring high customer service quality, maintaining strict operational compliance, and coaching team members toward achieving performance targets.

Key Responsibilities

• Daily Team Supervision: Lead a team of retail banking representatives/associates, managing daily workflow distribution, attendance, and queue management.
• Performance Management: Monitor individual and team KPIs (e.g., handle time, resolution rates, error rates, customer satisfaction scores), providing constructive feedback and coaching.
• Operational Excellence: Ensure high accuracy and speed in processing retail banking transactions, account inquiries, and service requests.
• Audit & Compliance: Enforce compliance with banking regulations, KYC/AML guidelines, and internal security protocols.
• Issue Escalation: Resolve escalated customer inquiries or complex operational issues in a timely and professional manner.
• Process Enhancement: Assist management in identifying gaps in current retail banking procedures and implementing operational solutions.

Qualifications & Requirements

• Experience: Minimum of 1 year of current or recent experience as an Operations Supervisor in a retail banking or financial operations setup.
• Domain Expertise: Core background in the Banking, Financial Services, and Insurance (BFSI) sector, specifically within retail/consumer banking operations.
• Education: Bachelor’s degree in Finance, Banking, Business, or equivalent experience.
• Skills: Proven supervisory capabilities, strong communication, problem-solving, and familiar with core banking software and CRM tools.