TEAM LEADER – BFSI
Gratitude IncTEAM LEADER – BFSI
Job Description
Key Skills
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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 - 43,000 basic / 2,000 allowance
Target start date: Immediately
CRITICAL REQUIREMENTS:
● 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.
● Strong experience in disputes, Fraud, and collections
● 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.
Role
Account & Financial Services
Timings
Flexible (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Functional Area
Banking / Financial Services
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
NA, nigeria
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