Team Manager

2 weeks ago

Quezon City, Philippines HR TechX Corp. Full time

Join to apply for the Team Manager - Financial role at HR TechX Corp. We are looking for an experienced and dynamic Team Manager to lead a team of customer service representatives handling a US-based banking and financial account . The ideal candidate will have a strong background in BPO operations, team leadership, and financial services, with the ability to drive performance, ensure compliance with financial regulations, and deliver excellent customer service. Key Responsibilities: Lead, manage, and coach a team of 15-20 agents handling inquiries related to banking and financial products (e.g., account services, credit cards, loans, fraud investigations, etc.). Monitor and drive key performance indicators (KPIs) such as AHT, CSAT, QA, and FCR, ensuring targets are consistently met or exceeded. Ensure compliance with US banking regulations, company policies, data privacy laws (e.g., GLBA), and financial guidelines. Analyze team performance reports and provide feedback, coaching, and development plans to improve individual and team metrics. Handle escalations and resolve complex customer issues while maintaining a high level of professionalism and empathy. Collaborate with quality assurance, workforce management, and training teams to support continuous improvement and agent readiness. Prepare and present regular performance reports and business updates to operations leaders and clients. Maintain a positive team culture focused on accountability, collaboration, and service excellence. Qualifications: Bachelor's Degree in Business, Finance, or a related field preferred Minimum 2-3 years of experience as a Team Leader/Team Manager in a BPO setting, preferably in a US banking or financial account. Strong understanding of financial services processes, compliance, and risk management practices. Proven leadership, coaching, and team development skills. Strong analytical, problem-solving, and decision-making abilities. Excellent communication and interpersonal skills. Willingness to work night shifts and flexible schedules. #J-18808-Ljbffr

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