UK Banking Operations Team Lead (Onsite)

Tasq Staffing Solutions

Philippines

On-site

PHP 420,000 - 780,000

Full time

11 days ago

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Job summary

Tasq Staffing Solutions in Quezon City, Philippines is seeking a Team Leader for UK Financial Customer Service to oversee operations on a UK/US banking account. The role requires hands-on leadership, coaching and driving KPIs in a 100% onsite setup.

Ideal candidates have a Bachelor's degree, 2+ years of team lead experience in banking operations, and strong communication skills to manage shifts aligned with UK time zones. English proficiency is essential.

Qualifications

Graduate of Bachelor's Degree
Minimum of 2 years of work experience in banking operations and Team Handling UK/US
2 to 4 years Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
Sound Knowledge about banking domain and understanding of the process and bucket flows
Experience in collections team management and familiar with the data and reports pertaining to collections
Understanding of banking terminologies, guidelines and laws.
Excellent oral and written communication and listening skills

Responsibilities

Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies
Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.