Team Leader |End to End Credit Card Experience |

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

Job summary

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.

Responsibilities

• 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.

Skills

Leadership

Performance management

BFSI knowledge

Customer service

Quality monitoring

Education

Bachelor’s degree or equivalent experience

Job description

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