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 ● 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 ● 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.