Team Manager - Banking and Financial Services

About the role

We are seeking a Team Manager to lead a banking and financial services BPO team, focusing on customer experience and operational excellence. The role involves coaching agents, monitoring performance metrics, and acting as a liaison between the team and the client.

Key responsibilities

• Improve team performance on Customer Experience metrics (Resolution, CSAT) through call listening, behavioral coaching and action plans.
• Address team variation by providing targeted coaching for outliers and participating in continuous improvement activities.
• Deliver weekly tasks such as coaching compliance, root‑cause analyses, audit requirements, call scrubbings and attendance insights.
• Provide ideas to enhance the client’s products, processes and policies and present team performance to the client as needed.
• Act as a client advocate by managing attendance, attrition, morale and employee engagement initiatives.

Required profile

• Minimum 2 years experience as a Team Leader/Manager in a BPO environment with banking and financial services background, specifically payment methods (debit and credit cards).
• English proficiency at B2 level or higher.
• Strong analytical skills to interpret data, identify trends and suggest improvements.
• Excellent verbal and written communication skills and ability to work in a fast‑paced environment.