Operations Supervisor – Retail Banking

Job Details

- Job Title: Operations Supervisor

- Program: Retail Banking

- Work Setup: Onsite

- Work Schedule: Night Shift

- Salary Package: ₱45,000

- Headcount: 15

- Start Date: ASAP (as early as December 2026)

Important Hiring Restrictions

Former employees of the following companies are NOT eligible for rehire, whether directly or through a third party:

- Teleperformance (TP)

- PSG Global

- Majorel

- Aegis

Job Description

The Operations Supervisor will oversee customer service operations within the Retail Banking program, ensuring efficient service delivery, strong team performance, and customer satisfaction.

The role involves managing customer service activities across multiple channels, including phone, online chat, and text.

Key Responsibilities

- Oversee customer service and support operations.

- Manage customer inquiries, complaints, and issue resolution.

- Ensure effective handling of both high-volume, low-complexity inquiries and more complex customer concerns.

- Monitor team performance and ensure operational targets are achieved.

- Drive improvements in Average Handle Time (AHT) and Customer Satisfaction (CSAT).

- Coordinate with relevant departments to ensure smooth customer service delivery.

- Supervise team members and provide professional guidance where necessary.

- Identify opportunities to improve daily operations and processes.

- Manage and oversee the implementation of short-term team activities.

- Make operational decisions within the defined scope of responsibility.

- Ensure professional excellence and consistent service delivery.

Qualifications

- At least 1 year of BPO experience as a Supervisor or Subject Matter Expert (SME).

- BFSI experience is preferred.

- Retail Banking experience is an advantage but not mandatory.

- Candidates from other lines of business are welcome, including:

  - Credit Cards

  - Loans

  - Collections

  - Healthcare

  - Telecommunications (Telco)

  - Retail

  - Travel

  - Technology

- Experience managing team performance and driving AHT and CSAT.

- Good verbal and written communication skills.

- Must have no outstanding or delinquent financial obligations, such as overdue loans or credit card payments.

- Must be willing to work onsite in Cebu on a night shift.

- Must be available to start ASAP, as early as December 2026.

Salary and Benefits

- Monthly Package: ₱45,000