Team Manager - Financial

HR TechX Corp.


Date: 3 weeks ago
City: Quezon City
Contract type: Full time
We are looking for an experienced and dynamic Team Manager to lead a team of customer service representatives handling a US-based banking and financial account. The ideal candidate will have a strong background in BPO operations, team leadership, and financial services, with the ability to drive performance, ensure compliance with financial regulations, and deliver excellent customer service.

Key Responsibilities:

  • Lead, manage, and coach a team of 1520 agents handling inquiries related to banking and financial products (e.g., account services, credit cards, loans, fraud investigations, etc.).
  • Monitor and drive key performance indicators (KPIs) such as AHT, CSAT, QA, and FCR, ensuring targets are consistently met or exceeded.
  • Ensure compliance with US banking regulations, company policies, data privacy laws (e.g., GLBA), and financial guidelines.
  • Analyze team performance reports and provide feedback, coaching, and development plans to improve individual and team metrics.
  • Handle escalations and resolve complex customer issues while maintaining a high level of professionalism and empathy.
  • Collaborate with quality assurance, workforce management, and training teams to support continuous improvement and agent readiness.
  • Prepare and present regular performance reports and business updates to operations leaders and clients.
  • Maintain a positive team culture focused on accountability, collaboration, and service excellence.


Qualifications:

  • Bachelors Degree in Business, Finance, or a related field preferred
  • Minimum 23 years of experience as a Team Leader/Team Manager in a BPO setting, preferably in a US banking or financial account.
  • Strong understanding of financial services processes, compliance, and risk management practices.
  • Proven leadership, coaching, and team development skills.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Excellent communication and interpersonal skills.
  • Willingness to work night shifts and flexible schedules.

How to apply

To apply for this job you need to authorize on our website. If you don't have an account yet, please register.

Post a resume

Similar jobs

Call Center Agent - Travel account

Sapient Global Services, Quezon City
1 day ago
Easy and Fast One-day Hiring Process! Earn up to 38k monthly plus more benefits! We are looking for a Travel Representative in our Metro Manila Sites! This is for urgent hiring, don’t miss this opportunity and Apply Now!Responsibilities Answer inquiries from clients about travel products and services Assist clients with booking travel arrangements and ensure the accuracy of booking details...

BANK TELLER (QUEZON CITY)

Bank of the Philippine Islands (BPI), Quezon City
2 days ago
Job DescriptionThe Customer Sales and Service Associate (CSSA) provides competent, caring, fast, and accurate service to client's banking needs in line with the Bank's overall objective of service excellence.ResponsibilitiesProcessing over-the-counter transactions such as cash and check deposits, withdrawals, encashment, payments and miscellaneous transactionsAssisting UNIPRO for certain activities such as scanning, filing of signature cards and other bank documentsReviewing all check...

Recruiter (RPO)

IBM, Quezon City
2 days ago
IntroductionReady to help build IBM’s biggest asset - its talent? As a Recruitment Professional, you serve an integral role as the main point of contact for both candidates and hiring managers, guiding them through the full recruiting lifecycle. Work with a team using the most innovative approaches to attraction, sourcing, selection, interviewing, offering, and closing. This is an opportunity to...