Team Leader - Operations
Pasig City, National Capital Region, Philippines
Full Time
Manager/Supervisor
Team Leader – Operations (Working Team Lead)
Australian Consumer Lender
Australian Consumer Lender
Position Summary:
The Team Leader is responsible for the day-to-day leadership, performance, and development of our client’s offshore operations team in Manila.
This is a hands-on leadership position combining people management responsibilities with direct operational contribution across collections, settlements, and administrative functions.
The Team Leader will actively participate in daily workflow, while providing coaching, escalation support, quality oversight, and operational leadership to the team.
Key Responsibilities:
Team Leadership
- Lead, motivate, and support the offshore operations team while maintaining active involvement in day-to-day operational activities.
- Foster a positive, accountable, and high-performance team culture.
- Conduct regular coaching, mentoring, and performance discussions.
- Support employee engagement, attendance, and retention initiatives.
- Assist with onboarding and training of new team members.
- Monitor daily workflow across settlements, collections, and administrative functions.
- Ensure work is completed accurately, efficiently, and within agreed service standards.
- Identify operational bottlenecks and implement process improvements.
- Coordinate workload allocation to optimise team productivity and service delivery.
- Maintain appropriate operational documentation and procedures.
- Provide guidance and support to collections team members.
- Manage complex customer enquiries and escalated collection matters.
- Assist with development of collection strategies and best-practice processes.
- Monitor collection performance and support achievement of recovery targets.
- Ensure all collection activities comply with company policies and applicable regulatory requirements.
- Monitor individual and team performance against KPIs and service standards.
- Conduct quality reviews and provide constructive feedback.
- Prepare operational reports and performance updates for management.
- Identify training and development opportunities across the team.
- Perform operational duties alongside team members as required.
- Maintain an individual workload and productivity standards appropriate to the role.
- Support collections activities, settlements processing, and administrative functions during peak periods.
- Assist with complex cases requiring additional experience or judgment.
- Provide coverage during planned and unplanned staff absences.
- Lead by example through consistent adherence to quality, productivity, and compliance standards.
- Act as the primary operational contact for offshore team matters.
- Collaborate closely with client’s management team to support business objectives.
- Escalate risks, issues, and opportunities in a timely manner.
- Contribute to workforce planning and future team growth initiatives.
Essential
- Minimum 3 years' experience in a Team Leader, Supervisor, or Operations Leadership role.
- Solid understanding of best practice collections processes and financial hardship.
- Demonstrated ability to coach, mentor, and develop employees.
- Strong problem-solving and decision-making skills.
- Excellent written and verbal English communication skills.
- Intermediate to advanced Microsoft Office skills, particularly Excel.
- Ability to manage competing priorities in a fast-paced environment.
- Experience supporting Australian financial services organisations.
- Experience in auto finance, consumer lending, banking, or debt recovery environments.
- Exposure to settlements or loan administration functions.
- Competitive salary, allowances and benefits.
- A supportive and positive work environment.
- Ongoing training and professional development opportunities.
- Australian business hours schedule (morning/day shift), Monday to Friday
- Full time onsite in Ortigas (near Robinsons Galleria)
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