OPERATIONS SUPERVISOR (Retail Banking)-Cebu

NOW HIRING: OPERATIONS SUPERVISOR – RETAIL BANKING

Location: Cebu, Philippines

Program: Retail Banking

Work Setup: Onsite

Work Schedule: Night Shift

Target Start Date: ASAP (As early as December 2026)

Job Overview

We are looking for an experienced and results-driven Operations Supervisor to lead customer service operations under our Retail Banking program.

The successful candidate will oversee team performance, drive operational excellence, ensure excellent customer experience, and manage daily service delivery. This role requires strong leadership capabilities, effective problem-solving skills, and the ability to improve key performance metrics, including Average Handle Time (AHT) and Customer Satisfaction (CSAT).

Key Responsibilities

- Supervise and manage daily customer service operations.

- Monitor team performance and ensure achievement of operational targets.

- Drive improvements in AHT, CSAT, productivity, and service quality.

- Handle complex customer escalations and ensure timely resolution.

- Coach, mentor, and support team members to improve performance.

- Oversee daily team activities and ensure compliance with operational procedures.

- Identify process improvement opportunities and implement effective solutions.

- Ensure consistent service delivery and a positive customer experience.

Qualifications

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

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

- Candidates from other lines of business (LOBs), including Credit Cards, Loans, Collections, Healthcare, Telecommunications, Retail, Travel, and Technology, are welcome to apply.

- Proven experience managing team performance and driving AHT and CSAT metrics.

- Excellent verbal and written communication skills.

- Must have no outstanding or delinquent financial obligations, including loans or credit card payments.

- Must be willing to work onsite in Cebu on a night shift.

- Must be available to start ASAP, as early as December 2026.

Ideal Candidate

A proactive and performance-driven leader with strong BPO supervisory or SME experience, excellent people-management skills, and the ability to drive operational efficiency while delivering outstanding customer service.

Ready for your next career opportunity? Apply now! Qualified candidates with supervisory or SME experience are encouraged to submit their applications ASAP.