Banking Customer Service Operations Supervisor

Operations Supervisor – Retail Banking

Location: Cebu, Philippines
Work Setup: 100% Onsite
Shift: Night Shift
Salary Package: Up to ₱45,000
Headcount: 15
Start Date: ASAP (Targeting December 2026)
Employment Type: Full-Time

Job Overview

We are looking for an experienced and results-driven Operations Supervisor to lead a customer service team supporting a Retail Banking account. The successful candidate will oversee daily operations, drive team performance, ensure service quality, and maintain high customer satisfaction.

The role involves managing customer service operations, handling escalations, monitoring key performance indicators (KPIs), and ensuring that the team consistently meets operational targets and service standards.

Key Responsibilities

• Supervise and manage the day-to-day activities of a customer service team supporting Retail Banking operations.

• Monitor team performance and ensure achievement of key operational metrics, particularly Average Handle Time (AHT) and Customer Satisfaction (CSAT).

• Drive operational efficiency, productivity, service quality, and customer experience.

• Provide coaching, feedback, and performance guidance to team members to improve individual and overall team performance.

• Handle customer escalations and ensure timely and effective issue resolution.

• Monitor attendance, schedule adherence, productivity, and overall team performance.

• Identify operational gaps and implement process improvements to enhance service delivery.

• Ensure compliance with company policies, operational procedures, and account-specific guidelines.

• Prepare and maintain performance reports and provide regular updates to management.

• Support team development and maintain a positive, performance-driven work environment.

Qualifications and Requirements

• At least 1 year of BPO experience as a Supervisor or Subject Matter Expert (SME).

• Experience in managing team performance and monitoring operational KPIs.

• Hands-on experience with AHT and CSAT metrics.

• BFSI experience is preferred; Retail Banking experience is an advantage but not mandatory.

• Candidates from other lines of business, including Credit Cards, Loans, Collections, Healthcare, Telecommunications, Retail, Travel, and Technology, are welcome.

• Strong verbal and written communication skills.

• Good leadership, coaching, problem-solving, and decision-making abilities.

• Must have no outstanding or delinquent financial obligations, including overdue loan or credit card payments.

• Willing to work 100% onsite in Cebu on a night shift.

• Must be available to start ASAP, preferably by December 2026.

Compensation and Benefits

• Salary package of up to ₱45,000.

• Full-time employment.

• Opportunity to work in an international Retail Banking program.

Important Hiring Notes

• Headcount: 15 openings.

• Target Start Date: December 2026 onwards.

• Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

• Former employees of PSG Global Solutions, Majorel, and Aegis are also not eligible, as they fall under the Teleperformance exclusion.

Candidate Pre-Screening Questionnaire

Interested applicants will be required to provide the following information:

1. Educational Attainment:

2. Total BPO Years of Experience:

3. Years of Experience as Supervisor / SME:

4. LOB / Account Handled (Retail Banking, BFSI, Credit Cards, Loans, Collections, Healthcare, Telco, etc.):

5. KPI Experience: Have you handled or monitored AHT and CSAT?

6. Outstanding Financial Obligations: Do you have existing loans or credit cards? Are any payments currently delinquent or overdue?

7. Current / Last Drawn Salary:

8. Expected Salary:

9. Willing to Work Onsite in Cebu / Night Shift: Yes / No

10. Availability / Earliest Start Date:

11. Amenable to ₱45,000 Salary Package: Yes / No

Equal Opportunity: Candidates with relevant BPO supervisory or SME experience across different industries are encouraged to apply, even without direct Retail Banking experience.