Operations Supervisor – Retail Banking

Work Setup: Onsite | Work Schedule: Night Shift

Salary Package: ₱45,000

JOB OVERVIEW

We are seeking an Operations Supervisor for a Retail Banking program. The role involves managing team performance, driving key metrics, and ensuring high-quality customer service delivery across general customer service operations.

JOB DESCRIPTION

General Customer Service includes post-sale technical and / or non-technical customer service and support across multiple sub-families for business and / or end-consumer customers, including:

Remote Customer Service: Providing customer service and support via phone, online chat, or text including:

- Call center-based customer support in response to a high volume of low-complexity inquiries

- Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher-complexity inquiries

Distribution Center Customer Service: Performed in a distribution center, product returns / repair center, or field walk-in customer service facility including:

- Acting as liaison between customers, production, and distribution departments related to specific customer orders

- Providing technical and non-technical customer support in a walk-in service center

This role is not compensated based on achievement of sales targets.

KEY RESPONSIBILITIES

- Manage and oversee the implementation of short-term activities within the team

- Execute specialized projects and activities, typically working according to set principles

- Supervise the work of less experienced professionals, providing professional expertise and taking responsibility for the end-product

- Significantly improve day-to-day activities / processes within the team

- Make operational decisions within a defined scope

- Deliver professional responsibilities with a focus on professional excellence

- Manage team performance and drive AHT and CSAT

QUALIFICATIONS & REQUIREMENTS

- At least 1 year of BPO experience as a Supervisor or SME

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

- Candidates from other LOBs (e.g., Credit Cards, Loans, Collections, Healthcare, Telco, Retail, Travel, and Technology) are welcome

- Must have experience managing team performance and driving AHT and CSAT

- Good verbal and written communication skills

- Must have no outstanding or delinquent financial obligations (e.g., loans or credit card payments)

- Amenable to working onsite on a night shift

- Available to start ASAP