Retail Banking Ops Supervisor – Night Shift (Cebu)

Gratitude Philippines; Philippines; On-site; PHP 457,000 - 547,000; Full time

Job summary

Gratitude Philippines is seeking an Operations Supervisor for its Retail Banking program. The role centers on supervising remote and distribution center customer service teams to ensure consistent support across calls, chats, and walk‑in service.

Ideal candidates have at least 1 year of BPO supervisory or SME experience, BFSI background preferred, and the ability to work onsite in Cebu on a night shift. Start date is ASAP, as early as December 2026.

Qualifications

• 1 year of BPO experience as a Supervisor or SME.
• BFSI experience preferred; Retail Banking an advantage.
• Candidates from other LOBs welcome.
• Experience managing team performance and driving AHT and CSAT.
• Good verbal and written communication skills.
• Must have no outstanding or delinquent financial obligations.
• Must be amenable to onsite Cebu night shift.
• Available to start ASAP, as early as December 2026.

Responsibilities

• Supervise customer service delivery across remote and distribution center settings.
• Ensure timely, accurate handling of high-volume inquiries and support.
• Coordinate with production and distribution teams to address order-related issues.

Skills

Team supervision

AHT reduction

CSAT optimization

Job description

Gratitude Philippines is seeking an Operations Supervisor for its Retail Banking program. The role centers on supervising remote and distribution center customer service teams to ensure consistent support across calls, chats, and walk‑in service.

Ideal candidates have at least 1 year of BPO supervisory or SME experience, BFSI background preferred, and the ability to work onsite in Cebu on a night shift. Start date is ASAP, as early as December 2026.