Risk and Compliance Team Lead

Cognizant Technology Solutions Philippines Inc.; Quezon City; On-site; PHP 600,000 - 850,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Team Leader to guide a multi-channel risk, compliance, and customer support team. You will drive performance, quality, and regulatory adherence while coaching staff and coordinating with cross-functional stakeholders.

You will monitor daily metrics, conduct development discussions, handle escalations, and implement corrective actions. Strong English communication, leadership, and analytical skills are essential to succeed in this

Qualifications

• Bachelor's degree in any discipline.
• Minimum CEFR C1 level or higher.
• At least 3 years of experience in a BPO, contact center, risk, compliance, payments, or financial services environment.
• At least 1 year of supervisory or Team Leader experience managing frontline employees and operational performance.
• Experience leading multi-channel support operations and applying performance, quality, and compliance standards consistently.

Responsibilities

• Lead, motivate, and develop a team handling risk, compliance, and customer support interactions across phone, chat, email, and case-management channels.
• Monitor daily performance against productivity, quality, customer experience, attendance, and compliance targets.
• Conduct regular coaching, performance reviews, and development discussions, and implement improvement plans when required.
• Review complex or escalated cases, provide timely guidance, and ensure decisions align with approved procedures and regulatory requirements.
• Analyze operational and quality trends, identify root causes, and implement corrective and preventive actions.
• Facilitate team huddles, calibration sessions, knowledge refreshers, and performance discussions to reinforce consistent standards.
• Prepare and present performance reports, risks, staffing concerns, and recommended actions to operations and stakeholder groups.
• Partner with quality, training, workforce management, HR, and compliance teams to resolve operational gaps and support business objectives.
• Maintain a culture of accountability, confidentiality, fairness, continuous improvement, and customer focus.

Skills

People leadership

Communication in English

Analytical thinking

Root cause analysis

Stakeholder collaboration

Decision making

Time management

Education

Bachelor's degree

Job description

The Team Leader is responsible for leading a team that handles risk, compliance, and customer support interactions across phone, chat, email, and case-management channels. The role drives operational performance, quality, regulatory adherence, employee development, and customer experience by setting clear expectations, monitoring results, providing coaching, managing escalations, and partnering with cross-functional stakeholders.

General Qualifications:

• Bachelor's degree in any discipline.

• Minimum CEFR C1 level or higher.

• At least 3 years of experience in a BPO, contact center, risk, compliance, payments, or financial services environment.

• At least 1 year of supervisory or Team Leader experience managing frontline employees and operational performance.

• Experience leading multi-channel support operations and applying performance, quality, and compliance standards consistently.

Responsibilities:

• Lead, motivate, and develop a team handling risk, compliance, and customer support interactions across phone, chat, email, and case-management channels.

• Monitor daily performance against productivity, quality, customer experience, attendance, and compliance targets.

• Conduct regular coaching, performance reviews, and development discussions, and implement improvement plans when required.

• Review complex or escalated cases, provide timely guidance, and ensure decisions align with approved procedures and regulatory requirements.

• Analyze operational and quality trends, identify root causes, and implement corrective and preventive actions.

• Facilitate team huddles, calibration sessions, knowledge refreshers, and performance discussions to reinforce consistent standards.

• Prepare and present performance reports, risks, staffing concerns, and recommended actions to operations and stakeholder groups.

• Partner with quality, training, workforce management, HR, and compliance teams to resolve operational gaps and support business objectives.

• Maintain a culture of accountability, confidentiality, fairness, continuous improvement, and customer focus.

Competencies:

• Strong people leadership, coaching, performance management, and employee-engagement skills.

• Clear, confident, and concise written and verbal communication in English.

• Strong analytical, problem-solving, decision-making, and root-cause analysis capabilities.

• Ability to deliver objective feedback, manage difficult conversations, and drive measurable improvement.

• Effective planning, prioritization, time management, delegation, and stakeholder collaboration skills.

• Comfortable interpreting operational and quality data and translating insights into practical action plans.

• Adaptable, technology-savvy, and effective in a fast-paced, high-volume, and changing environment.

• High level of integrity, accountability, sound judgment, and commitment to compliance and continuous improvement.

Compliance/Verifications

The Team Leader ensures team adherence to regulatory and financial partner obligations, including KYC checks, verification requirements, sanctions screening, transaction monitoring, and other financial crime procedures. The role oversees case accuracy, manages compliance escalations, reinforces control requirements, supports audit readiness, and ensures corrective actions are completed and sustained.

Required Qualifications:

• Proven ability to lead teams and deliver consistent results in a fast-paced, high-volume operation.

• Working knowledge of KYC, sanctions screening, transaction monitoring, fraud, risk, and compliance standards.

• Experience using performance data, quality findings, and operational trends to drive coaching and process improvements.

• Ability to manage escalations, conduct root-cause analysis, and apply policies and procedures consistently.

• Leadership experience in financial services, banking, payments, FinTech, or a related regulated environment is preferred.

Why Join Us?

At Cognizant, we don't just offer jobs-we build careers that thrive in the digital era.

• Growth That Matters - Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You're not just filling a seat-You're building a future.

• Support That Empowers - A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.

• Impact That Inspires - Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.

Your future starts here-grow, thrive, and make an impact with Cognizant.