Senior Retail Banking Ops Leader—Disputes & Fraud

TP Systems

Philippines

On-site

PHP 1,800,000 - 3,400,000

Full time

5 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

TP Systems in Cebu City, Philippines, seeks a Senior Operations Manager for Retail Banking & Disputes Operations to lead end-to-end operations, oversee claims, fraud investigations, and exception workflows, and ensure SLAs and CSAT targets are met across 24/7 coverage.

The role emphasizes strategic governance, workforce planning for 200+ FTEs, process optimization with Lean Six Sigma, and collaboration with technology teams to deploy RPA and digital tools while maintaining strict regulatory

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 overseeing 200+ FTEs.
Strong background in Retail Banking Operations focusing on consumer claims, disputes, or fraud processing.

Responsibilities

Direct end-to-end retail banking operations and claims/disputes lifecycle, ensuring SLAs, TAT, accuracy, productivity, and CSAT targets.
Formulate scalable operational strategies aligned with growth and changing volumes.
Oversee workforce management, capacity planning, scheduling, and headcount optimization across multi-shift environments.
Lead audits, compliance reviews, and risk remediation initiatives; act as main operational liaison for audits.
Drive process excellence with Lean Six Sigma, Kaizen, and automation to reduce manual touchpoints.
Partner with tech, QA, and product teams to integrate modern claims systems, AI triage, and core banking platforms.