Team Leader | UK Financial Customer Service

Gratitude Inc

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2 months ago

Team Leader | UK Financial Customer Service

2-3 Year(s)

35 - 40 Thousand p.m

Manila

Job Description

Key Skills

BPO Experience trainer Bachelor degree UK Banking Industry

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Job title: Team Leader
Account: UK Financial Customer Service
Work set up: 100% Onsite at Eton Centris, Quezon City
Work shift: Shifting schedules, UK time
Salary: Up to 40,800 package depending on experience
Start date: ASAP

Qualifications:
• Bachelor's Degree
• Minimum of 2 years' work experience in US/UK banking operations and team handling in a call center or shared services environment
• Sound knowledge on the banking domain and understanding of processes and bucket flows
• Good to have: Exposure to US or UK banking industry

Key Responsibilities:
• Manage and lead a team handling financial/banking accounts
• Monitor KPIs, productivity, and quality metrics
• Analyze collections data and reports to drive performance
• Ensure compliance with banking laws, guidelines, and internal processes
• Handle escalations and maintain high customer service standards
• Coach and mentor team members to achieve targets

Recruitment Process:
Initial Interview: HRI (Human Resource Interview) c/o Nicole
SVAR
Final Interview: MS Teams

Pre-screening Notes:
• How many years of relevant experience you have with US/UK banking operations and training in a call center or shared services environment?
• Do you have knowledge on the banking domain and understanding of processes and bucket flows?
•. Rate your Communication Skills and feedback/coaching skills, from 1-10, 10 is the highest.
• Do you have exposure to US or UK banking Industry?
• How much is your last drawn salary?
• How much is your salary expectation?
• Are you amenable to work onsite in QC with a Shifting schedules?
• When are you available to start once hired?

Role

Team Leader

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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