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