Operations Team Leader

Cognizant Technology Solutions Philippines Inc.; Philippines; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Growth opportunities

Supportive culture

Work-life balance

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a capable Team Leader to supervise and guide a customer service/technical support team.

You will mentor staff, drive performance, and ensure smooth daily operations while fostering collaboration and accountability. Based in Pasig, the role requires 2+ years leading teams, a Bachelor's degree (MBA preferred, PMP a plus), and willingness to work mid- to graveyard shifts, weekends if needed.

Qualifications

• Bachelor's degree or higher required; MBA preferred.
• 2+ years of experience leading teams and managing workflows.
• Experience in customer service and technical support for financial/payments platforms is desirable.

Responsibilities

• Manage, mentor, scale up, and stabilize team.
• Conduct attrition and performance management.
• Document and report team performance daily/weekly/monthly.

Skills

Team leadership

Mentoring

Performance tracking

Education

Bachelor's degree

MBA preferred

PMP certification

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.