Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of the different top BPOs offshore and onshore.

We have an ongoing hiring for a Team Leader for our BPO Partner in Taguig.

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

Recruitment Process: Virtual

QUALIFICATIONS:

• 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

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.

To apply, please submit your updated resume for this post or via email at isay@gratitudephilippines.com and answer the pre-screening questions.

Further details will be discussed once invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or a direct call once shortlisted.

APPLY NOW!