Job title: Team Leader | Banking, Financial Services, and Insurance (BFSI)
Gratitude IncJob title: Team Leader | Banking, Financial Services, and Insurance (BFSI)
Job Description
Key Skills
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Team Leader – Credit Card Operations (BFSI | BPO)
Location: Taguig (On-site)
Work Schedule: Willing to work on shifting schedules
Job Summary
We are seeking an experienced Team Leader – Credit Card Operations to manage and drive performance across end-to-end credit card processes within a BPO environment. The ideal candidate will have strong leadership capability, deep BFSI exposure, and hands-on experience across customer service, collections, fraud, disputes, and chargebacks while ensuring full regulatory compliance.
Key Responsibilities
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Lead, mentor, and develop team members, including conducting performance reviews and supporting career growth.
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Manage day-to-day operations across credit card functions including CSR support, collections, fraud, disputes, and chargebacks.
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Establish, monitor, and drive key performance indicators (AHT, FCR, CSAT, recovery rates, chargeback success rates, and compliance metrics).
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Monitor daily and weekly performance, prepare management reports, and proactively address performance gaps.
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Handle escalated and complex customer cases, acting as the primary escalation point.
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Ensure strict adherence to SOPs and maintain high-quality service standards.
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Conduct quality audits and ensure compliance with FCRA, FDCPA, PCI-DSS, and card network regulations.
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Oversee team schedules, attendance, and resource allocation to meet operational requirements.
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Identify training needs and collaborate with Learning & Development to drive continuous improvement.
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Coordinate with cross-functional teams including Compliance, Risk, HR, and Finance to support operational goals.
Qualifications & Requirements
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Bachelor’s degree or equivalent professional experience is required.
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Minimum of 2 years’ experience as a Team Leader in a BPO environment.
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At least 3 years of experience in BFSI lines of business.
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Strong end-to-end credit card experience, including CSR operations, collections, fraud, disputes, and chargebacks.
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Proven experience managing performance, escalations, and KPI-driven teams.
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Strong working knowledge of credit card processes, dispute resolution, and collections.
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Demonstrated understanding of FCRA, FDCPA, and PCI-DSS compliance standards.
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Strong analytical, reporting, and problem-solving skills.
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Willingness to work on-site in Taguig and on shifting schedules.
Role
Financial Management
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.
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