Team Manager - Financial

We are looking for an experienced and dynamic Team Manager to lead a team of customer service representatives handling a US-based banking and financial account. The ideal candidate will have a strong background in BPO operations, team leadership, and financial services, with the ability to drive performance, ensure compliance with financial regulations, and deliver excellent customer service.

Key Responsibilities:

• Lead, manage, and coach a team of 1520 agents handling inquiries related to banking and financial products (e.g., account services, credit cards, loans, fraud investigations, etc.).
• Monitor and drive key performance indicators (KPIs) such as AHT, CSAT, QA, and FCR, ensuring targets are consistently met or exceeded.
• Ensure compliance with US banking regulations, company policies, data privacy laws (e.g., GLBA), and financial guidelines.
• Analyze team performance reports and provide feedback, coaching, and development plans to improve individual and team metrics.
• Handle escalations and resolve complex customer issues while maintaining a high level of professionalism and empathy.
• Collaborate with quality assurance, workforce management, and training teams to support continuous improvement and agent readiness.
• Prepare and present regular performance reports and business updates to operations leaders and clients.
• Maintain a positive team culture focused on accountability, collaboration, and service excellence.

Qualifications:

• Bachelors Degree in Business, Finance, or a related field preferred
• Minimum 23 years of experience as a Team Leader/Team Manager in a BPO setting, preferably in a US banking or financial account.
• Strong understanding of financial services processes, compliance, and risk management practices.
• Proven leadership, coaching, and team development skills.
• Strong analytical, problem-solving, and decision-making abilities.
• Excellent communication and interpersonal skills.
• Willingness to work night shifts and flexible schedules.

Place of work