Risk & Compliance Team Lead, Multi-Channel Operations

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

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