Operations Team Leader (BPO) - Financial/Mortgage

RecruitNest Consulting; Cebu City; On-site; PHP 502,000 - 725,000; Full time

Job summary

RecruitNest Consulting is seeking an Operations Team Lead - Financial/Mortgage Account in Cebu City to oversee daily operations and drive performance. You will monitor KPIs, ensure billing accuracy, and coach team members while resolving escalations.

You should have 3+ years in BPO with supervisory experience, strong MS Office skills, and excellent English communication. The role is onsite with a night shift pattern in Cebu.

Qualifications

• 3+ years in BPO or call center with team lead or supervisory experience.
• Experience in billing, banking, lending, finance, insurance, or US mortgage servicing is a plus.
• Proficient in MS Excel and PowerPoint.
• Excellent English communication and interpersonal skills.

Responsibilities

• Oversee daily operations for the team and ensure targets are met.
• Monitor KPIs and maintain service quality across processes.
• Ensure accuracy in billing and financial workflows; resolve process gaps.
• Handle escalations and coordinate with other departments to improve efficiency.
• Coach team members, conduct regular performance reviews and provide feedback.

Skills

Leadership

Coaching

Communication

Problem-solving

Decision-making

Education

Bachelor's degree

Tools

Excel

PowerPoint

Job description

• Position Type: Experienced – Lead/Supervisor
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Schedule: Weekdays, Night Shift (US)

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.