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Open nowPosted 3 days ago

Team Leader - UK Financial Customer Service (Centris, QC)

Workable (global search)108,016 open roles

Where
Quezon City, Metro Manila, Philippines
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Your applicationOpen nowTeam Leader - UK Financial Customer Service (Centris, QC)Workable (global search) · Quezon City, Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on Workable (global search)'s own form.

The reply lands in your private mailbox

3×more interviews than doing it yourself with ChatGPT.

The clock on this job

Early applications get read.

7.9% of postings close within 7 days. Measured by our own scanner across the market. Workable (global search) postings stay open a median of 7 days.

Share of postings closed within
  1. 1.6%1 day
  2. 3.6%3 days
  3. 7.9%7 days
  4. 14.9%14 days
  5. 34.0%30 days
This job: posted 3 days ago

Workable (global search) median: 7 days open

The posting

Start Date: ASAP

Type of Support: Voice

Work Arrangement: 100% Onsite (Quezon City)

Nature of the Account: UK Financial Customer Service

Shift Schedule | Rest days: Shifting schedules, UK time

Educational Requirement:

  • Graduate of Bachelor's Degree

Work Experience:

  • Graduate of Bachelor's Degree
  • Minimum of 2 years of work experience in banking operations and Team Handling UK/US
  • 2 to 4 years Team Lead experience under a financial (banking) account, with focus on mortgage, auto/motor financing, collections, fraud, underwriting, payouts, or related areas.
  • Sound Knowledge about banking domain and understanding of the process and bucket flows
  • Experience in collections team management and familiar with the data and reports pertaining to collections
  • Understanding of banking terminologies, guidelines and laws.
  • Excellent oral and written communication and listening skills

Responsibilities:

  • Team Performance & Productivity (KPIs): Ensuring the team meets service level agreements (SLAs), Average Handle Time (AHT), Customer Satisfaction (CSAT) scores, First Call Resolution (FCR), and Quality Assurance (QA) scores.
  • Quality Control & Compliance: Monitoring call/chat quality, providing feedback, conducting root cause analysis (RCA) on errors, and ensuring adherence to compliance and security policies
  • Agent Coaching & Development: Conducting regular one-on-one sessions, training, mentoring, and developing action plans to improve underperformers.
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  2. 25 readers review it

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    The review screen in CV Rocket: how each CV was read, round by round.

  3. We apply on Workable (global search)'s form

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    An application in CV Rocket: every answer filled in on the employer's form.

  4. Every reply, sorted

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  5. Reply with AI

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Why it works

3×

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  • Which posting, which company, which city
  • Who got the interview, and who heard nothing

That is how we know which CVs get called.

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The numbers game

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