TP MOA | Operations Supervisor (Financial Services)

Teleperformance; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Teleperformance Philippines in Pasay is seeking an Operations Supervisor to oversee daily financial services operations, ensuring service excellence, compliance, and productivity.

You will lead a team of analysts and service specialists handling financial transactions, payments, collections, or account servicing, driving efficiency and a high-performance culture while delivering an exceptional customer experience.

Qualifications

• 3–5+ years in financial services operations, banking, lending, insurance, fintech, or BPO financial accounts.
• At least 1–2 years of supervisory or team leadership experience.
• Strong knowledge of operational processes, performance management, and customer service delivery.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Responsibilities

• Supervise daily operations to ensure achievement of SLAs, KPIs, and quality standards.
• Lead, coach, and develop a team of financial services professionals.
• Ensure compliance with company policies, financial regulations, and audit requirements.
• Resolve escalated customer concerns and complex operational issues.
• Analyze operational metrics and identify process improvement opportunities.

Skills

Financial services operations

Supervisory / team leadership

Analytical & problem solving

Communication skills

Customer service orientation

Tools

Excel

PowerPoint

Job description

Job Summary

The Operations Supervisor is responsible for overseeing daily financial services operations, ensuring service excellence, process compliance, productivity, and achievement of business objectives. This role leads a team of analysts, specialists, or customer service professionals handling financial transactions, account servicing, fraud monitoring, lending support, payments, collections, or other financial processes. The Operations Supervisor drives operational efficiency, maintains regulatory compliance, and promotes a high-performance culture while delivering an exceptional customer experience.

Key Responsibilities

Operational Management

• Supervise daily operations to ensure achievement of service level agreements (SLAs), key performance indicators (KPIs), and quality standards.
• Monitor workflow, volumes, productivity, and resource allocation to maintain operational efficiency.
• Ensure timely and accurate processing of financial transactions and customer requests.
• Identify operational risks and implement corrective actions to mitigate issues.

Team Leadership

• Lead, coach, and develop a team of financial services professionals.
• Conduct regular performance reviews, coaching sessions, and career development planning.
• Manage attendance, scheduling, employee engagement, and team performance.
• Foster a culture of accountability, collaboration, and continuous improvement.

Compliance & Risk Management

Ensure compliance with company policies, financial regulations, and audit requirements.

• Monitor adherence to regulatory and security standards, including data privacy and fraud prevention measures.
• Support internal and external audits and implement corrective action plans as required.

Customer Experience

• Resolve escalated customer concerns and complex operational issues.
• Ensure delivery of exceptional customer service while maintaining compliance standards.
• Collaborate with internal and external stakeholders to improve customer satisfaction.

Continuous Improvement

• Analyze operational metrics and identify process improvement opportunities.
• Lead root cause analysis and implement efficiency initiatives.
• Support automation, digital transformation, and operational excellence projects.
• Prepare and present performance reports to management.

Qualifications

Required

• 3-5+ years of experience in financial services operations, banking, lending, insurance, fintech, or BPO financial accounts.
• At least 1-2 years of supervisory or team leadership experience.
• Strong knowledge of operational processes, performance management, and customer service delivery.
• Excellent communication, analytical, and problem-solving skills.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.

Preferred

• Experience managing banking, payments, lending, fraud, collections, or insurance operations.
• Knowledge of regulatory requirements and financial industry compliance standards.
• Lean Six Sigma, COPC, or other process improvement certifications.
• Experience working in a shared services, contact center, or financial outsourcing environment.