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

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

Job summary

A leading BPO firm in Taguig is seeking a Team Leader to manage a team handling Banking, Financial Services, and Insurance processes. The ideal candidate will have at least two years of BPO leadership experience, strong knowledge of credit card operations, and a commitment to driving team performance. This full-time role is on-site and requires excellent coaching abilities to ensure compliance with quality standards and operational metrics.

Qualifications

• Minimum of 2 years relevant experience as a Team Leader in BPO.
• Experience in BFSI LOBs with at least 3 years in credit card processes.
• Strong knowledge of FCRA, FDCPA, and PCI-DSS compliance.

Responsibilities

• Manage a team handling BFSI processes and ensure SLAs are met.
• Coach and mentor team members; drive performance and monitor KPIs.
• Handle escalations and collaborate with cross-functional teams.

Skills

Leadership and mentoring

Strong knowledge of credit card processes

Dispute resolution

BFSI experience

Education

Bachelor’s degree or equivalent

Job description

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

On-site - Taguig 1-3 Yrs Exp Bachelor Full-time

Job Description

Job title: Team Leader

LOB: Banking, Financial Services, and 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 include coaching and mentoring team members, monitoring KPIs, handling escalations, preparing reports, and collaborating with quality, training, and operations teams to deliver excellent customer experience.

REQUIREMENTS

• Bachelor’s 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
• With strong experience in BFSI LOBs, a minimum of 3 years
• With 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