Job Role: Team Leader – Credit Card Operations

Location: Taguig (On-site)

Salary: ₱38,000 - ₱43,000 + ₱2,000 Allowance

Start Date: IMMEDIATE/ASAP

About the Role

Ready to lead from the front? We're seeking an experienced Team Leader with comprehensive credit card operations expertise to drive performance, mentor teams, and ensure operational excellence across all functions – from Customer Service to Collections, Fraud, Disputes, and Chargebacks.

This is a high-impact leadership role where you'll shape team performance, ensure regulatory compliance, and drive results in a dynamic BFSI environment.

Relevant Qualifications and Skills

2+ years of Team Leader experience in a BPO setting

3+ years of strong experience in BFSI LOBs

End-to-end credit card operations experience across:

• Customer Service (CSR)


• Collections and Recovery


• Fraud Investigation


• Disputes and Chargebacks

Bachelor's degree or equivalent

Deep knowledge of FCRA, FDCPA, and PCI-DSS compliance

Proven track record in disputes, fraud, and collections

Strong leadership and people management skills

Excellent analytical and problem-solving abilities

Available to start immediately

Willing to work on-site in Taguig with a shifting schedule

Important Note:

• Must NOT be currently or formerly employed with FirstSource


• No active application with the client

Key Responsibilities

• Lead, mentor, and develop high-performing team members


• Conduct performance reviews and create individual development plans


• Foster a culture of excellence, accountability, and continuous improvement


• Identify training needs and coordinate with L&D for upskilling initiatives


• Support employee growth and career progression


• Establish and track key performance indicators:
  
  
  
  • AHT (Average Handle Time)
  
  
  • FCR (First Call Resolution)
  
  
  • CSAT (Customer Satisfaction)
  
  
  • Collections recovery rates
  
  
  • Chargeback success rates
  
  
  • Compliance scores
  
  
  
  


• Monitor daily and weekly performance metrics


• Prepare comprehensive management reports


• Identify and address performance gaps proactively


• Ensure full adherence to SOPs across all credit card operations


• Maintain high-quality standards in every customer interaction


• Manage team schedules, attendance, and resource allocation


• Oversee operational efficiency and productivity targets


• Handle escalated customer concerns and complex cases


• Serve as primary escalation point for critical issues


• Drive recovery rates while ensuring FDCPA compliance


• Oversee documentation accuracy and card network compliance


• Fraud Investigations: Monitor adherence to investigation protocols


• Credit Bureau Disputes: Ensure timeliness and accuracy in resolution


• Conduct regular quality audits across all functions


• Ensure strict compliance with FCRA, FDCPA, PCI-DSS, and card network regulations


• Track compliance metrics and address violations immediately


• Maintain audit-ready documentation and processes


• Act as liaison between operations and support teams

Answer these questions to fast-track your application:

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 briefly)


5. What was your last drawn salary?


6. What is your salary expectation? (Budget: ₱38,000 - ₱43,000 + ₱2,000 allowance)


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


8. Can you start immediately?

APPLY NOW! This is an urgent hire, and we're moving fast with qualified leaders