Operations Team Lead

Cognizant; Philippines; On-site; PHP 700,000 - 900,000; Full time

Job summary

Cognizant in Pasig, Philippines is seeking a Team Leader to manage and motivate a client-focused operations team. You will guide daily activities, drive performance, and collaborate with stakeholders to deliver reliable service.

The role requires 2+ years of leadership experience, a bachelor's or MBA, and willingness to work mid-graveyard shifts, weekends as needed, and at the Giga Center in Pasig. Join a dynamic environment that values growth, collaboration, and delivering results.

Qualifications

• Bachelor's degree required; MBA preferred for advancement.
• 2+ years of experience leading teams and managing workflows.
• Experience with customer service and technical troubleshooting for financial/payment gateway platforms.
• Willigness to work at Giga Center, Pasig.
• Willigess to work mid-graveyard shifts, holidays, and weekends when needed.

Responsibilities

• Manage, mentor, scale up, stabilize team.
• Attrition and performance management.
• Document and report team performance daily/weekly/monthly.
• Lead business reviews with stakeholders.
• Audit and test transactions.
• Track and report issues and bugs.
• Apply latest guidelines and best practices.
• Analyse user behavior data and make content recommendations.
• Coach and mentor new joiners and agents with low performance.

Skills

Team leadership

Workflow management

Customer service

Technical troubleshooting

Shift flexibility

Education

Bachelor's degree

MBA preferred

PMP certification

Job description

Job Description:

Role Description:

Manage teams and provide effective guidance. The Team Leader will be responsible for supervising, managing and motivating team members on a daily basis. You should also be able to act proactively to ensure smooth team operations and effective collaboration. Ultimately, you should lead by setting a good example and engage the team to drive results and achieve goals.

Qualifications

• Candidate must possess at least a Bachelor's/College Degree, any field. Post Graduate (preferably MBA), PMP certification or relevant domain certification, or Completed 2 Years in College.
• 2+ years experience in leading teams, personnel and workflow management for Technical and Customer Service Support
• Experience in leading teams that provide Customer Service and Technical Troubleshooting support for Financial and payment gateway platforms
• Applicants must be willing to work in Giga Center, Pasig
• Applicants must be willing to work in Mid-Graveyard shift and or Holidays and weekends if needed

Key Responsibilities

• Manage, mentor, scale up, stabilize team
• Attrition and performance Management
• Ability to document and report team’s performance on a daily/ weekly/ monthly basis
• Lead Business Reviews with stakeholders
• Audit and test transactions
• Track and report issues and bugs
• Apply latest guidelines, recommendations, and best practices
• Analyse user behavior data and make content recommendations based on metrics
• Coach and mentor new joiners and agents with low performance

Policy Responsibilities

• Build strong understanding of the product and provide meaningful inputs/insights for product/policy enhancement
• Identify gaps in existing policy / tools and offer possible solutions to bridge these gaps
• Create policy snapshots to share with the larger team to help them understand policy better
• Identify trends based on issues escalated by the floor to help trainers with meaningful interventions
• Develop Standard Operating Procedures based on inputs from all teams including Quality Assurance to be implemented on the floor for employees’ adherence and guidance

Other Responsibilities

• Participate in planning sessions and helps set plans and programs
• Participate in client calls regarding updates on new products and development
• Participate in planning sessions and helps set plans and programs

Why Join Us:

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here—grow, thrive, and make an impact with Cognizant.

Requirements: