Team Leader – Credit Card Operations
Gratitude IncTeam Leader – Credit Card Operations
Job Description
Key Skills
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Job Role: Team Leader – Credit Card Operations
Location: Taguig (On-site)
Salary: ₱38,000 - ₱43,000 + ₱2,000 Allowance
Start Date: IMMEDIATE/ASAP
About the Role
Ready to lead from the front? We're seeking an experienced Team Leader with comprehensive credit card operations expertise to drive performance, mentor teams, and ensure operational excellence across all functions – from Customer Service to Collections, Fraud, Disputes, and Chargebacks.
This is a high-impact leadership role where you'll shape team performance, ensure regulatory compliance, and drive results in a dynamic BFSI environment.
Relevant Qualifications and Skills
2+ years of Team Leader experience in a BPO setting
3+ years of strong experience in BFSI LOBs
End-to-end credit card operations experience across:
- Customer Service (CSR)
- Collections and Recovery
- Fraud Investigation
- Disputes and Chargebacks
Bachelor's degree or equivalent
Deep knowledge of FCRA, FDCPA, and PCI-DSS compliance
Proven track record in disputes, fraud, and collections
Strong leadership and people management skills
Excellent analytical and problem-solving abilities
Available to start immediately
Willing to work on-site in Taguig with a shifting schedule
Important Note:
- Must NOT be currently or formerly employed with FirstSource
- No active application with the client
Key Responsibilities
- Lead, mentor, and develop high-performing team members
- Conduct performance reviews and create individual development plans
- Foster a culture of excellence, accountability, and continuous improvement
- Identify training needs and coordinate with L&D for upskilling initiatives
- Support employee growth and career progression
- Establish and track key performance indicators:
- AHT (Average Handle Time)
- FCR (First Call Resolution)
- CSAT (Customer Satisfaction)
- Collections recovery rates
- Chargeback success rates
- Compliance scores
- Monitor daily and weekly performance metrics
- Prepare comprehensive management reports
- Identify and address performance gaps proactively
- Ensure full adherence to SOPs across all credit card operations
- Maintain high-quality standards in every customer interaction
- Manage team schedules, attendance, and resource allocation
- Oversee operational efficiency and productivity targets
- Handle escalated customer concerns and complex cases
- Serve as primary escalation point for critical issues
- Drive recovery rates while ensuring FDCPA compliance
- Oversee documentation accuracy and card network compliance
- Fraud Investigations: Monitor adherence to investigation protocols
- Credit Bureau Disputes: Ensure timeliness and accuracy in resolution
- Conduct regular quality audits across all functions
- Ensure strict compliance with FCRA, FDCPA, PCI-DSS, and card network regulations
- Track compliance metrics and address violations immediately
- Maintain audit-ready documentation and processes
- Act as liaison between operations and support teams
Answer these questions to fast-track your application:
- How many years of Team Leader experience do you have in BPO?
- How many years of experience do you have in BFSI LOBs?
- What is your highest educational attainment?
- Do you have experience in credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS? (Please share briefly)
- What was your last drawn salary?
- What is your salary expectation? (Budget: ₱38,000 - ₱43,000 + ₱2,000 allowance)
- Are you amenable to working onsite in Taguig with a shifting work schedule?
- Can you start immediately?
APPLY NOW! This is an urgent hire, and we're moving fast with qualified leaders
Role
Credit Officer
Timings
Day Shift (Permanent)
Industry
Banking / Financial Services / Broking
Work Mode
Work from office
Functional Area
Banking / Financial Services
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.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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