Operations Team Leader - Financial/Mortgage

RecruitNest Consulting; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

RecruitNest Consulting is seeking an Operations Team Lead for a Financial/Mortgage account in Cebu City. You will oversee daily operations, monitor KPIs, and drive performance while ensuring billing accuracy and high service quality.

You will coach team members, conduct performance reviews, coordinate with other teams, and help streamline workflows for efficiency. Night shift aligned to US hours with onsite work.

Qualifications

• Bachelor's degree preferred but not required.
• 3+ years in BPO or call center, including 2 years in lead/supervisory role.
• Experience in billing, banking, lending, finance, insurance, or US mortgage servicing is a plus.
• Proficient in MS Office, particularly Excel and PowerPoint.
• Excellent interpersonal and English communication 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.

Responsibilities

• Oversee daily operations and ensure the team meets its performance targets.
• Monitor KPIs and maintain service quality.
• Ensure accuracy in billing and financial processes.
• Handle escalations and coach team members.
• Conduct performance reviews and coordinate with other teams.
• Help improve workflows and operational efficiency.

Skills

Leadership

Coaching

Negotiation

Problem-solving

Decision-making

English communication

Education

Bachelor's degree (preferred)

Tools

MS Excel

MS 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.