Team Leader
3 days ago
Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.
We have an ongoing hiring for a Team Leader for our BPO Partner in Taguig.
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 basic / 2,000 allowance
Target start date: Immediately/Asap
Headcount: 1
Recruitment Process: Virtual
QUALIFICATIONS:
- Bachelor's degree or equivalent experience is required
- 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
- 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
Roles and Responsibilities:
- Lead, mentor, and develop team members; conduct performance reviews and support employee growth.
- Establish and track key performance indicators (AHT, FCR, CSAT, collections recovery, chargeback success rates, compliance).
- Ensure full adherence to SOPs and maintain high-quality standards across credit card operations.
- Monitor daily and weekly performance metrics, prepare management reports, and address performance gaps.
- Conduct quality audits and ensure compliance with FCRA, FDCPA, PCI-DSS, and card network regulations.
- Manage team schedules, attendance, and resource allocation to meet operational requirements.
- Handle escalated customer concerns and complex cases, serving as the primary escalation point.
- Oversee specialized functions such as collections, disputes/chargebacks, fraud investigations, and credit bureau disputes.
- Identify training needs and coordinate with Learning & Development to support continuous improvement.
- Act as a liaison between operations and cross-functional teams, including Compliance, Risk, HR, and Finance.
To apply, please submit your updated resume for this post or via email at and answer the pre-screening questions.
Further details will be discussed once invited for an interview.
Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.
APPLY NOW
Job Type: Full-time
Pay: Php38, Php45,000.00 per month
Benefits:
- Health insurance
- Life insurance
- Opportunities for promotion
- Promotion to permanent employee
Application Question(s):
- How many years of Team Leader experience do you have in BPO?
- How many years of experience do you have in BFSI LOBs?
- What is your highest educational attainment?
- Do you have experience in credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS? Please share your experience briefly.
- How much is your last drawn salary?
- How much is your salary expectation?
- Are you amenable to working onsite in Taguig with a shifting work schedule?
- This is an urgent position. Are you able to start immediately?
Work Location: In person
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