Operations Supervisor ( Retail Banking)

# JOB DETAILS

Job Title: Operations Supervisor 

Program: Retail Banking 

Work Location: Cebu 

Work Setup & Schedule: Onsite – Night Shift  

Start Date: ASAP (As early as December 2026) 

IMPORTANT NOTE:

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

The following companies are also not eligible because they fall under :

- PSG

- Majorel

- Aegis

## 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 issue 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 a 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.

Incumbents matching this specialization are not compensated based on the achievement of sales targets.

Positions at this level:

- Have comprehensive knowledge of the specific discipline or broader area in which the position operates.

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

- Usually generate and initiate their own workload without requiring instructions or guidelines.

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

- Are expected to significantly improve day-to-day activities and processes.

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

- Make operational decisions within a defined scope.

- Deliver their share of professional responsibilities, focusing on professional excellence.

## QUALIFICATIONS

- Must have at least 1 year of BPO experience as a Supervisor or SME.

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

- Candidates from other LOBs are welcome, including:

  - Credit Cards

  - Loans

  - Collections

  - Healthcare

  - Telco

  - Retail

  - Travel

  - Technology

- 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).

- Must be amenable to working onsite in Cebu on a night shift.

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