Operations Team Lead

Cognizant; Quezon City; On-site; PHP 893,000 - 1,116,000; Full time

Job summary

Cognizant is seeking a Team Leader to supervise and motivate a team handling customer service and technical support for financial platforms. The role emphasizes proactive operations, daily oversight, and collaborative problem solving to drive results.

The ideal candidate will have a combination of leadership experience, a Bachelor's degree (MBA preferred), and relevant certifications. The position is on-site at our Pasig center with expected shift coverage including weekends when required.

Qualifications

• Bachelor's degree or higher; MBA preferred.
• 2+ years leading teams and managing workflows.
• Experience in leading teams delivering customer service and technical troubleshooting for financial platforms.

Responsibilities

• Oversee daily team operations and guidance.
• Document and report team performance weekly and monthly.
• Lead business reviews with stakeholders and clients.
• Audit and test transactions; track issues and bugs.
• Apply latest guidelines and best practices.
• Coach and mentor new joiners with underperformance.

Skills

Team leadership

Performance management

Mentoring

Data analysis

Customer service

Policy inputs

Education

Bachelor's degree

MBA (preferred)

PMP certification

2 years college

Job 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

• 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.