Operations Supervisor Retail Banking | Cebu IT Park

TP Systems; Philippines; On-site; PHP 420,000 - 600,000; Full time

Job summary

TP Systems in the Philippines seeks an Operations Supervisor – Retail Banking to oversee day-to-day frontline operations, supervise transactions, and ensure service quality. You will coach team members toward meeting performance targets while maintaining strict compliance with banking regulations.

The role emphasizes hands-on supervision of daily workflow, KPI tracking, and collaboration with IT and risk teams to sustain operational excellence in a dynamic retail banking environment.

Qualifications

• Minimum of 1 year of current or recent experience as an Operations Supervisor in a retail banking or financial operations setup.
• Domain expertise in the BFSI sector, specifically within retail/consumer banking operations.
• Bachelor’s degree in Finance, Banking, or Business.
• Strong supervisory, communication, and problem-solving skills; familiarity with core banking software and CRM tools.

Responsibilities

• Daily Team Supervision: oversee frontline banking representatives and manage workflow.
• Performance Management: monitor KPIs and coach for improvement.
• Operational Excellence: ensure accurate and fast transaction processing.
• Audit & Compliance: enforce banking regulations, KYC/AML, and security protocols.
• Issue Escalation: resolve customer inquiries and issues promptly.
• Process Enhancement: identify gaps and implement improved procedures.

Skills

Supervisory skills

Communication

Problem solving

Education

Bachelor's degree in Finance/Banking/Business

Tools

Core banking software

CRM tools

Job description

Position Overview

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.