Team Lead | Financial Account | Alabang - Onsite

Genpact Services LLC; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

Genpact is seeking a Team Lead for Financial Account operations in the Philippines. You will oversee a 15–20 associate team handling customer service, account security, transaction verification, and risk management outcomes.

The role emphasizes productivity, quality, compliance, and continuous improvement within a fast-moving, tech-driven environment. You will drive performance through coaching, performance reviews, and collaboration with Quality, Training, and Workforce Management teams.

Qualifications

• Experience leading teams in banking/financial services.
• Proven ability to coach and develop employees to meet goals.
• Strong analytical, decision-making, and problem-solving capabilities.
• Excellent verbal and written communication with stakeholders.

Responsibilities

• Lead day-to-day operations of a 15–20 person team to meet productivity, quality, and compliance targets.
• Monitor performance metrics and dashboards to identify risks and opportunities for improvement.
• Conduct regular coaching, performance reviews, and development discussions.
• Drive employee engagement and retention through structured programs.
• Support hiring activities, including interviews and onboarding.
• Analyze activity data to identify gaps and drive process improvements.
• Review complex inquiries and provide guidance for resolution.
• Ensure compliance with policies, procedures, and client expectations.
• Collaborate with Quality, Training, and Ops teams to strengthen capability.

Skills

People leadership

Analytical thinking

Communication skills

Multitasking

Coaching & development

Banking knowledge

Education

Associate's degree

Bachelor's degree

Job description

Ready to shape the future of work?

At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, this is your moment.

Genpact (NYSE: G) is anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.Powered by curiosity, courage, and innovation,our teamsimplementdata, technology, and AItocreate tomorrow, today.Get to know us atgenpact.comand onLinkedIn,X,YouTube, andFacebook.

Inviting applications for the role of Team Lead - Financial Account!

The TL is responsible for leading a team of 15–20 associates supporting customer service, account security, transaction verification, customer authentication, and other financial services. This role is accountable for operational performance, employee development, customer experience, and risk management outcomes. The Team Leader will drive productivity, quality, compliance, and process excellence while fostering a high-performance culture focused on continuous improvement and customer satisfaction.

Responsibilities:

• Lead the day-to-day operations of a team of 15–20 associates, ensuring consistent achievement of productivity, quality, service level, and compliance objectives.

• Monitor operational performance through key metrics and dashboards, identifying trends, risks, and opportunities for improvement.

• Conduct regular coaching sessions, performance reviews, and development discussions to improve individual and team effectiveness.

• Drive employee engagement initiatives that promote a positive work environment, accountability, and retention.

• Support hiring activities, including candidate interviews, onboarding, and integration of new team members.

• Analyze transaction activity, operational data, and customer interactions to identify process gaps, risk indicators, and performance improvement opportunities.

• Review complex customer inquiries, escalations, and high-risk situations, providing guidance and resolution support when required.

• Ensure adherence to established policies, procedures, regulatory requirements, and client expectations.

• Partner with Quality, Training, Workforce Management, and Operations teams to address performance gaps and strengthen operational capability.

• Develop and execute action plans to improve customer experience, operational efficiency, compliance outcomes, and business results.

• Conduct root cause analysis on recurring issues and implement sustainable corrective actions.

• Prepare and present team performance updates, operational insights, and improvement plans during leadership reviews.

• Support implementation of new processes, tools, technologies, and business initiatives to enhance service delivery and operational effectiveness.

• Manage workforce utilization, scheduling adherence, and capacity planning to ensure optimal resource allocation.

• Recognize and reward high performance while addressing performance concerns through structured improvement plans when necessary.

Qualifications we seek in you!

Minimum Qualifications

• Considerable experience leading teams supporting banking, financial services, card operations, customer service, or related functions.

• People leadership experience within a contact center, operations, or shared services environment.

• Strong understanding of banking products, including credit cards, debit cards, dep*sits, ACH, or related financial services.

• Experience managing operational metrics such as productivity, quality, customer satisfaction, service levels, and compliance.

• Demonstrated ability to coach, mentor, and develop employees to achieve performance goals.

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

• Experience conducting performance reviews, feedback sessions, and employee development activities.

• Effective verbal and written communication skills with the ability to influence stakeholders across multiple levels.

• Ability to manage multiple priorities in a fast-paced and dynamic environment.

• Strong interpersonal and team-building skills.

Preferred Qualifications / Skills

• Associate's or Bachelor's degree, or equivalent combination of education and relevant work experience.

• Experience supporting customer service operations, card services, or other banking and financial operations.

• Knowledge of banking regulations, risk controls, and operational governance practices.

• Experience leading teams responsible for customer interactions, transaction reviews, investigations, or operational processing activities.

• Familiarity with customer contact platforms, workforce management tools, and performance reporting applications.

• Professional certifications related to customer service, or operational excellence under any financial accounts are advantageous.

• Proven experience driving process improvements and delivering measurable business outcomes.

Why join Genpact?

Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation.

Make an impact – Help global organizations strengthen fraud prevention, risk management, and customer protection.

Accelerate your career – Gain hands‑on experience, mentorship, and continuous learning opportunities.

Work with the best – Join 140,000+ bold thinkers and problem‑solvers who push boundaries every day.

Thrive in a values-driven culture – Our courage, curiosity, and incisiveness, built on a foundation of integrity and inclusion, allow your ideas to fuel progress.

Come join the tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, s*x, *ge, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.