Team Leader ( Banking, Financial Services, and Insurance (BFSI)

Recruitify_HR; Taguig; On-site; PHP 424,080 - 479,880; Full time

Job summary

A leading recruitment firm is seeking a Team Leader for Banking, Financial Services & Insurance in Taguig. In this role, you will manage a team focused on customer service excellence, monitor KPIs, and ensure compliance with regulatory standards. A bachelor's degree and at least two years' experience as a Team Leader in a BPO environment are required. This position offers a salary range of 38,000 - 43,000 plus allowances and is on-site with shifting work hours.

Qualifications

• Minimum 2 years of experience as a Team Leader in a BPO setting.
• Strong experience in Banking, Financial Services, and Insurance (BFSI) LOBs.
• Knowledge of credit card processes and compliance regulations.

Responsibilities

• Coach and mentor team members to enhance performance.
• Monitor team KPIs to ensure targets are met.
• Handle escalations and support complex customer issues.
• Prepare performance reports for the management.
• Collaborate with other departments to improve customer experience.

Skills

Team coaching and mentoring

Monitoring KPIs

Handling escalations

Process improvement

Customer service excellence

Education

Bachelors degree or equivalent experience

Job description

Team Leader – Banking, Financial Services & Insurance

Job title: Team Leader
LOB: Banking, Financial Services & Insurance (BFSI)
Account: Financial/Credit Card
Location: On-site in Taguig
Work Timing: Shifting
Salary: 38,000 - 43,000 basic / 2,000 allowance
Target start date: Immediately/Asap

The Team Leader BFSI is responsible for managing a team of customer service or operations agents handling Banking, Financial Services, and Insurance processes. The role focuses on meeting service level agreements (SLAs), driving team performance, ensuring compliance with regulatory and quality standards, and supporting continuous improvement.

Key Responsibilities

• Coaching and mentoring team members
• Monitoring KPIs
• Handling escalations
• Preparing reports
• Collaborating with quality, training, and operations teams to deliver excellent customer experience

Requirements

• Bachelors degree or equivalent experience is required (Undergraduates are welcome to apply)
• At least 2 years of relevant experience as a Team Leader in a BPO setting
• Strong experience in BFSI LOBs, a minimum of 3 years
• End-to-end credit card experience (from CSR, Collections, Fraud, Disputes and Chargebacks)
• Leads and mentors teams, manages performance and escalations, and drives KPI achievement across all credit card operations
• Strong knowledge of credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS
• Strong experience in disputes, Fraud, and collections
• Monitors metrics, prepares reports, identifies gaps, and drives process improvements while coordinating with cross-functional teams
• Willing to work on-site and shift schedule in Taguig