Team Leader (Financial - Credit Card) URGENT!

Gratitude Inc

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3 days ago

Team Leader (Financial - Credit Card) URGENT!

2-5 Year(s)

Manila (Taguig)

Job Description

Key Skills

BFSI Team leader BPO Financial Account Credit card processing

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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 - 43,000 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 isay@gratitudephilippines.com 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!

Role

Team Leader

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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.

Isay Balan

Recruiter - Gratitude Inc

NA, philippines

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