Team Leader

Gratitude Inc

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3 hours ago

Team Leader

3-13 Year(s)

35 - 45 Thousand p.m

Manila (Taguig)

Job Description

Key Skills

BPO Skills

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Job title: Team Leader

LOB: Banking, Financial Services, and Insurance (BFSI)

Account: Financial/ Credit Card

Location: On-site in Taguig

Work Timing: Shifting

Salary: 38,000 - 43,000 basic / 2,000 allowance

Target start date: Immediately/Asap

Headcount: 1

CRITICAL REQUIREMENTS:

● Bachelor’s degree or equivalent experience is required (Undergraduates are welcome to apply)

● At least 2 years of relevant experience as a Team Leader in a BPO setting

● With strong experience in BFSI LOBs, a minimum of 3 years

● With end to end credit card experience (from CSR, Collections, Fraud, Disputes and Chargebacks)

● Leads and mentors teams, manages performance and escalations, and drives KPI achievement across all credit card operations.

● Strong knowledge of credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS.

● Strong experience in disputes, Fraud, and collections

● Monitors metrics, prepares reports, identifies gaps, and drives process improvements while coordinating with cross-functional teams.

● Willing to work on-site and shift schedule in Taguig

● Should not be currently or formerly employed with FirstSource

● No active application with the client

Roles and Responsibilities:

 Lead, mentor, and develop team members; conduct performance reviews and support

employee growth.

 Establish and track key performance indicators (AHT, FCR, CSAT, collections recovery,

chargeback success rates, compliance).

 Ensure full adherence to SOPs and maintain high-quality standards across credit card

operations.

 Monitor daily and weekly performance metrics, prepare management reports, and address

performance gaps.

 Conduct quality audits and ensure compliance with FCRA, FDCPA, PCI-DSS, and card

network regulations.

 Manage team schedules, attendance, and resource allocation to meet operational

requirements.

 Handle escalated customer concerns and complex cases, serving as the primary escalation

point.

 Oversee specialized functions such as collections, disputes/chargebacks, fraud

investigations, and credit bureau disputes.

 Identify training needs and coordinate with Learning & Development to support

continuous improvement.

 Act as a liaison between operations and cross-functional teams, including Compliance,

Risk, HR, and Finance.

In the final Verdict also tell a scoring percentage match of the Candidates profile in percentage terms as per JD. The color of the percentage should be written in orange

Role

Any Other

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

Any Other

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Rhoda Ibironke

Recruiter - Gratitude Inc

NA, nigeria

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