Team Leader – FinTech Account

Join Our Team at Lean Solutions Group (LSG)

Lean Solutions Group (LSG) is a next-generation solutions provider combining AI-driven automation, industry expertise, and tech-powered talent. Built in the demanding Supply Chain sector, our model now supports 600+ clients across multiple industries, powered by 10,000+ employees in five countries. We help businesses achieve immediate efficiency, long-term resilience, and scalable growth by integrating intelligent technology, optimized processes, and high-performance teams.

At LSG, we believe in your talent and your potential. Join a multicultural, people-first environment where you can grow, sharpen your skills, and unlock new career opportunities. Here, every day brings fresh challenges, collaboration, and purpose.

Our Mission:
Transform business challenges into lasting success through purpose-built teams, technology, and expertise.

Our Vision:
A world where people, empowered by technology, turn any challenge into a catalyst for growth.

Why People Choose LSG

• Purpose with Impact:
  Every role drives meaningful progress for clients and teams.
• Empowered to Thrive:
  We invest in your growth with learning, technology, and real advancement opportunities.
• Built on Collaboration:
  Our diverse teams achieve breakthroughs together.

At Lean, you're part of a community where your success truly matters.

Be part of #LifeAtLSG.

Summary of the Position:

We are looking for an experienced and proactive
Team Leader
with strong
Financial Technology (FinTech)
background to manage a team of Customer Support Agents across multiple financial services lines of business. This role is responsible for driving performance, ensuring service excellence, and maintaining compliance with regulatory, company, and client standards.

The ideal candidate has proven experience leading teams in a BPO environment, particularly within
fintech, financial services, banking, payments, lending, or digital financial platforms
, and is highly skilled in communication, coaching, and data-driven decision-making.

Key Responsibilities:

• Lead, mentor, and support a team of Customer Support Agents handling financial, technical, and account-related inquiries across various digital channels.
• Monitor daily team performance and ensure adherence to SLAs, response times, quality metrics, compliance standards, and productivity targets.
• Conduct regular coaching, performance reviews, huddles, and feedback sessions to drive continuous improvement and employee development.
• Collaborate with cross-functional teams such as Quality Assurance, Training, HR, IT, and Operations to ensure alignment, issue resolution, and operational efficiency.
• Analyze performance reports and customer insights to identify trends, determine root causes, and implement action plans to improve team performance.
• Manage workforce planning needs, including schedule adherence, attendance monitoring, shift planning, and service coverage.
• Ensure compliance with company policies, client requirements, and financial industry regulations, including data privacy and security standards.
• Support onboarding, nesting, and skills development for new and existing team members to maintain high performance and service quality.

Qualifications:

• Minimum of
  1 year of experience as a Team Leader or Supervisor
  in a BPO or customer service environment,
  preferably handling FinTech, banking, financial services, insurance, or digital payments accounts
  .
• Strong leadership, coaching, and motivational skills in a metrics-driven, fast-paced operations environment.
• Excellent verbal and written communication skills, with strong customer-centric and interpersonal abilities.
• Proficient in CRM platforms, workforce management systems, reporting dashboards, and data analysis tools.
• Strong problem-solving, decision-making, and conflict-resolution skills.
• Must be willing to work onsite in
  Makati
  on a
  graveyard shift schedule
  .