Senior Operations Manager – Retail Banking | Cebu IT Park

TP; Cebu City; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

TP in Cebu City, Philippines, seeks a Senior Operations Manager for Retail Banking & Disputes Operations. You will lead end-to-end risk, disputes, and fraud workflows, driving SLAs, TAT, accuracy, and CSAT with 24/7 coverage across a Cebu IT Park delivery center.

You will mentor Operations leaders, establish performance frameworks, and partner with tech and QA teams to deploy digitization, STP, and RPA initiatives, ensuring regulatory compliance and robust internal controls.

Qualifications

• Minimum 8–10 years in BPO, shared services, or banking operations.
• 3–5 years in a Senior Operations Manager or senior delivery leadership role with 200+ FTEs.
• Substantial background in Retail Banking Operations, including consumer claims, disputes, card chargebacks, or fraud operations.
• Depth of knowledge in retail banking products and relevant regulations (Reg E, Reg Z, KYC).

Responsibilities

• Direct end-to-end retail banking operations and claims lifecycles, ensuring SLA/TAT/CSAT benchmarks.
• Formulate and execute scalable operational strategies aligned with growth and client mandates.
• Oversee workforce management across multi-shift production environments.

Skills

Strategic leadership

People leadership

Operations management

Disputes processing

Job description

The Senior Operations Manager – Retail Banking & Disputes Operations provides strategic leadership and end-to-end operational governance across large-scale retail banking operations, with focused oversight on transaction disputes, unauthorized transaction claims, fraud investigations, and exception-processing workflows.

Key Responsibilities

Strategic Operations Leadership

• Direct end-to-end retail banking operations and claims/disputes lifecycles, ensuring consistent achievement of contractual Service Level Agreements (SLAs), turnaround time (TAT), accuracy, productivity, and Customer Satisfaction (CSAT/NPS) benchmarks.
• Formulate and execute scalable operational strategies aligned with organizational growth, changing transaction volumes, and evolving client mandates.
• Oversee enterprise workforce management (WFM), dynamic capacity planning, scheduling efficiency, and headcount optimization across multi-shift production environments.

People Leadership & Organizational Development

• Provide direct leadership, coaching, and career architecture for Operations Managers, Assistant Managers, Team Leads, and frontline specialists.
• Foster an inclusive, high-performance delivery culture focused on talent retention, leadership succession, engagement, and continuous professional development.
• Establish robust performance management mechanisms, clear accountability frameworks, and targeted intervention strategies to address operational performance gaps.

Process Excellence & Digital Transformation

• Identify and lead digitization, straight-through processing (STP), and robotic process automation (RPA) opportunities to minimize manual touchpoints and reduce operational leakage.
• Deploy continuous improvement frameworks (Lean Six Sigma, Kaizen, Value Stream Mapping) to eliminate waste, streamline case routing, and optimize cycle times.
• Partner with technology, quality assurance, and product teams to integrate modern claims management systems, AI-driven triage, and core banking platforms.

Governance, Regulatory Compliance & Risk Management

• Enforce strict adherence to banking standards, consumer protection mandates, card association chargeback rules (Visa/Mastercard), and regulatory guidelines (such as Reg E, Reg Z, UCC, BSA/AML, and KYC).
• Lead audit readiness, compliance reviews, and proactive risk remediation initiatives; serve as the primary operational contact for internal, external, and client-led compliance audits.
• Develop robust internal control frameworks to mitigate financial loss, operational fraud, and data privacy vulnerabilities.

Client & Stakeholder Engagement

• Serve as the strategic operational liaison and trusted partner for banking clients, enterprise stakeholders, and internal executive sponsors.
• Act as the ultimate operational escalation authority for high-exposure dispute files, VIP customer issues, compliance exceptions, and critical service disruptions.
• Lead Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR), and governance meetings, delivering transparent operational narratives, predictive insights, and value-add solutions.

Operational Analytics & Business Intelligence

• Steer daily operational rhythms using real-time dashboards, SLA scorecards, workload management trackers, and predictive trend analytics.
• Translate raw operational data into actionable business intelligence to diagnose root causes of dispute volumes, repeat customer inquiries, and workflow bottlenecks.
• Deliver accurate volume forecasting, headcount modeling, and risk-assessment reports for senior leadership decision-making.
• Manage departmental P&L elements, OPEX budgets, seat utilization, overtime expenditures, and resource allocation.
• Drive operational cost-efficiency without compromising service quality through automated tooling, process re-engineering, and attrition management.
• Support pipeline expansion, client statement-of-work (SOW) reviews, and contract renewal strategies.

Qualifications & Experience

Required Experience

• Total Experience: Minimum of 8–10 years in BPO, shared services, or banking operations environments.
• Leadership Experience: At least 3–5 years in a Senior Operations Manager or senior delivery leadership role managing multiple leadership layers (leading managers of managers) and spans of 200+ FTEs.
• Domain Background: Substantial background in Retail Banking Operations, with focused expertise in consumer claims, transaction dispute resolution, card chargebacks, fraud operations, or exception payment processing.

Domain Knowledge & Regulatory Acumen

• Deep working knowledge of retail banking products (checking/savings accounts, debit/credit cards, wire transfers, ACH/P2P payments).
• Practical fluency with consumer finance regulations, banking disputes legislation (e.g., Regulation E, Regulation Z), and card network chargeback processing cycles (Visa/Mastercard/Amex rules).
• Proven experience handling financial crime risks, identity theft claims, and operational risk controls within the BFSI sector.

Preferred Certifications

• Lean Six Sigma (Green Belt or Black Belt certified)
• Relevant banking, compliance, or anti-fraud certifications (e.g., CAMS, CFE, CRCM)

Work Setup & Demands

• Location: Fully onsite at the delivery center in Cebu IT Park, Cebu City, Philippines.
• Schedule: Must maintain flexibility to support 24/7 shifting operational requirements, including night shifts, client-aligned holidays, and weekend rotations based on global account coverage.