Operations Supervisor

Key Responsibilities:

·         Supervise daily operations and ensure teams meet KPIs, productivity, quality, and collection targets.

·         Monitor the performance of Team Leaders and agents and provide coaching and performance support.

·         Oversee collection and lending processes to ensure efficiency and compliance with company procedures.

·         Handle operational issues, escalations, and complex customer or account concerns.

·         Review operational performance and prepare reports for Management.

·         Identify performance gaps and implement action plans and process improvements.

·         Coordinate with QA, Training, Compliance, HR, and other departments on operational concerns.

·         Conduct regular team meetings and performance reviews.

·         Ensure proper implementation of company policies and procedures.

·         Perform other operational duties assigned by Management.

Qualifications

• Bachelor’s degree in Business Administration, Management, or a related field.
• At least 3–5 years of experience in Collections, Lending, or BPO Operations.
• At least 2-3 years of supervisory or team leadership experience.
• Strong knowledge of collections processes, lending operations, and performance management.
• Proven ability to manage Team Leaders and large teams.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and interpersonal skills.
• Proficient in Microsoft Office, particularly Excel.
• Ability to analyze operational data and implement process improvements.
• Willing to work onsite and handle a fast-paced operations environment.