Operations Supervisor – Retail Banking

Job Description

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‎We are looking for an experienced Operations Supervisor to lead and manage a customer service team under our Retail Banking program. The ideal candidate will have a strong background in BPO operations, team performance management, and customer service excellence.

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‎The successful candidate will oversee daily operations, drive key performance metrics such as Average Handle Time (AHT) and Customer Satisfaction (CSAT), and ensure the delivery of quality customer support and operational efficiency.

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‎Key Responsibilities

‎Oversee daily team operations and ensure service delivery targets are met.

‎Manage, monitor, and improve individual and overall team performance.

‎Drive key performance indicators, particularly AHT and CSAT.

‎Provide coaching, guidance, and support to team members.

‎Handle escalations and ensure timely resolution of customer concerns.

‎Identify process improvement opportunities and implement operational enhancements.

‎Ensure compliance with company policies, procedures, and service standards.

‎Support team development and maintain a positive, performance-driven work environment.

‎Qualifications

‎At least 1 year of BPO experience as a Supervisor or Subject Matter Expert (SME).

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

‎Candidates from other lines of business are welcome, including:

‎Credit Cards

‎Loans

‎Collections

‎Healthcare

‎Telecommunications

‎Retail

‎Travel

‎Technology

‎Proven experience in managing team performance and driving AHT and CSAT.

‎Excellent verbal and written communication skills.

‎Must have no outstanding or delinquent financial obligations, such as loans or credit card payments.

‎Willing to work onsite in Cebu on a night shift.

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

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‎Are you a BPO Supervisor or SME ready to take the next step in your career?

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‎We're looking for driven and experienced Operations Supervisors to join our Retail Banking team in Cebu!

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‎If you meet the qualifications and are ready for a new opportunity, we'd love to hear from you. Send us your application today and take the next step in your career!