Production Team Leader

Gratitude Philippines; Quezon City; On-site; PHP 414,348 - 496,307; Full time

Job summary

A financial services company in Metro Manila is seeking a Team Leader to manage a team in handling financial accounts. The ideal candidate will have a Bachelor's Degree and at least 2 years of experience in US/UK banking operations. Responsibilities include monitoring KPIs, driving performance through data analysis, and ensuring high standards of customer service while complying with banking regulations. Competitive salary package of up to 40,800 depending on experience. This role is 100% onsite.

Qualifications

• Minimum of 2 years' work experience in US/UK banking operations.
• Experience in team handling within a call center or shared services environment.
• Must not be a present or former employee of Wipro.

Responsibilities

• Manage and lead a team handling financial/banking accounts.
• Monitor KPIs, productivity, and quality metrics.
• Analyze collections data and reports to drive performance.
• Ensure compliance with banking laws and internal processes.
• Handle escalations and maintain high customer service standards.
• Coach and mentor team members to achieve targets.

Skills

Team handling

Knowledge of banking processes

KPI monitoring

Customer service standards

Education

Bachelor's Degree

Job description

Job title: Team Leader

Account: UK Financial Customer Service

Work set up: 100% Onsite at Eton Centris, Quezon City

Work shift: Shifting schedules, UK time

Salary: Up to 40,800 package depending on experience

Start date: 30-Mar

Qualifications

• Bachelor's Degree
• Minimum of 2 years' work experience in US/UK banking operations and team handling in a call center or shared services environment
• Sound knowledge on the banking domain and understanding of processes and bucket flows
• Good to have: Exposure to US or UK banking industry
• Not a job hopper
• Must not be a present or former employee of Wipro

Key Responsibilities

• Manage and lead a team handling financial/banking accounts
• Monitor KPIs, productivity, and quality metrics
• Analyze collections data and reports to drive performance
• Ensure compliance with banking laws, guidelines, and internal processes
• Handle escalations and maintain high customer service standards
• Coach and mentor team members to achieve targets