Operations Team Leader (BPO) - Financial/Mortgage

RecruitNest Consulting; Cebu City; On-site; PHP 781,000 - 1,116,000; Full time

Job summary

RecruitNest Consulting in Cebu City seeks an experienced Operations Team Lead for a Financial/Mortgage account. You will oversee daily ops, monitor KPIs, and ensure billing accuracy while maintaining service quality.

The ideal candidate has 3+ years in BPO with 2+ years in a supervisory role, strong leadership and English communication, plus MS Excel/PowerPoint proficiency. Onsite in Lahug with US night shift; immediate start preferred.

Qualifications

• 3+ years in BPO/call center, including 2 years in lead/supervisory role.
• Billing/finance/US mortgage servicing exposure is a plus.
• Proficient in MS Office, especially Excel & PowerPoint; strong English communication.

Responsibilities

• Oversee daily operations and ensure team meets performance targets.
• Monitor KPIs, maintain service quality, ensure billing accuracy and handle escalations.
• Coach team members, conduct performance reviews, and coordinate with other teams to improve workflows.

Skills

Leadership

Coaching

Negotiation

Problem solving

Decision making

Communication

Education

Bachelor's degree

Tools

MS Office

Excel

PowerPoint

Job description

Job Expectations:

• Position Type: Experienced – Lead/Supervisor
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Onsite - Lahug, Cebu City
• Work Schedule: Weekdays, Night Shift (US)
• Industry: BPO & Financial Services

About the Job:

We are looking for an Operations Team Lead - Financial/Mortgage Account to join our client's team and oversee daily operations while ensuring the team meets its performance targets. You will monitor KPIs, maintain service quality, ensure accuracy in billing and financial processes, and handle escalations. You will also coach team members, conduct performance reviews, coordinate with other teams, and help improve workflows and operational efficiency.

Qualifications:

• Bachelor's degree graduate preferred but not required.
• 3+ years of BPO or call center experience, including 2 years in a Team Lead or Supervisory role.
• Experience in billing processes, banking, lending, finance, insurance, or US mortgage servicing is an advantage.
• Proficient in MS Office applications, particularly Excel and PowerPoint.
• Excellent interpersonal and English communication (written and verbal) skills.
• Strong leadership, coaching, negotiation, problem-solving, and decision-making skills.
• Willing to work onsite in Cebu and on a night shift schedule.
• Can start immediately, if possible.