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

CRITICAL REQUIREMENTS:

● Bachelor’s degree or equivalent experience is required

● 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

● 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.

● 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

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.

PRE-SCREENING QUESTIONS:

1 . How many years of Team Leader experience do you have in BPO?

2. How many years of experience do you have in BFSI LOBs?

3. What is your highest educational attainment?

4. Do you have experience in credit card processes, resolving disputes and collections, ensuring strict compliance with FCRA, FDCPA, and PCI-DSS? Please share your experience briefly.

5. How much is your last drawn salary?

6. How much is your salary expectation? 

7. Are you amenable to working onsite in Taguig with a shifting work schedule?

8. This is an urgent position. Are you able to start immediately?