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.