Team Leader |End to End Credit Card Experience |

Gratitude Philippines; Taguig; Sur place; PHP 424 080 - 479 880; Plein temps

Résumé du poste

A financial services company is seeking a Team Leader to manage credit card operations in Taguig. The role involves leading a team, ensuring compliance with banking regulations, and driving performance across all operations. Candidates should have at least 2 years as a Team Leader in a BPO environment and a strong background in the BFSI sector. This position requires effective coaching and monitoring of team performance to meet KPIs while delivering exceptional customer service.

Qualifications

• 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, including CSR, Collections, and Disputes.

Responsabilités

• Manage and support a team handling end-to-end credit card operations.
• Monitor quality, handle escalations, and coach agents.
• Drive performance, compliance with banking regulations, and deliver excellent customer experience.

Connaissances

Leadership

Performance management

BFSI knowledge

Customer service

Quality monitoring

Formation

Bachelor’s degree or equivalent experience

Description du poste

Description / Requirements

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 will manage and support a team handling end-to-end credit card operations, including application processing, onboarding, customer servicing, billing, disputes, and collections. The role focuses on driving performance, ensuring compliance with banking regulations, meeting SLAs/KPIs, and delivering excellent customer experience. The Team Leader will coach agents, monitor quality, handle escalations, and collaborate with stakeholders to improve processes and service outcomes.

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.
• 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