Team Leader – Credit Card Operations (BFSI | BPO)

Location: Taguig (On-site)

Work Schedule: Willing to work on shifting schedules

Job Summary

We are seeking an experienced Team Leader – Credit Card Operations to manage and drive performance across end-to-end credit card processes within a BPO environment. The ideal candidate will have strong leadership capability, deep BFSI exposure, and hands-on experience across customer service, collections, fraud, disputes, and chargebacks while ensuring full regulatory compliance.

Key Responsibilities

Lead, mentor, and develop team members, including conducting performance reviews and supporting career growth.

Manage day-to-day operations across credit card functions including CSR support, collections, fraud, disputes, and chargebacks.

Establish, monitor, and drive key performance indicators (AHT, FCR, CSAT, recovery rates, chargeback success rates, and compliance metrics).

Monitor daily and weekly performance, prepare management reports, and proactively address performance gaps.

Handle escalated and complex customer cases, acting as the primary escalation point.

Ensure strict adherence to SOPs and maintain high-quality service standards.

Conduct quality audits and ensure compliance with FCRA, FDCPA, PCI-DSS, and card network regulations.

Oversee team schedules, attendance, and resource allocation to meet operational requirements.

Identify training needs and collaborate with Learning & Development to drive continuous improvement.

Coordinate with cross-functional teams including Compliance, Risk, HR, and Finance to support operational goals.

Qualifications & Requirements

Bachelor’s degree or equivalent professional experience is required.

Minimum of 2 years’ experience as a Team Leader in a BPO environment.

At least 3 years of experience in BFSI lines of business.

Strong end-to-end credit card experience, including CSR operations, collections, fraud, disputes, and chargebacks.

Proven experience managing performance, escalations, and KPI-driven teams.

Strong working knowledge of credit card processes, dispute resolution, and collections.

Demonstrated understanding of FCRA, FDCPA, and PCI-DSS compliance standards.

Strong analytical, reporting, and problem-solving skills.

Willingness to work on-site in Taguig and on shifting schedules.

Role

Financial Management

Timings

Day Shift (Permanent)

Industry

Banking / Financial Services / Broking

Work Mode

Work from office

Functional Area

Banking / Financial Services

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