Senior Retail Ops Leader - Disputes & Fraud

TP; Cebu City; Sur place; PHP 1 200 000 - 1 800 000; Plein temps

Résumé du poste

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).

Responsabilités

• 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.

Connaissances

Strategic leadership

People leadership

Operations management

Disputes processing

Description du poste

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.