Operations Team Leader – Banking Services (French)

About the role

We are looking for a French‑speaking Operations Team Leader to manage a team of Customer Service Representatives delivering credit‑card and financial‑services support. The role is based in Casa Finance City and focuses on maintaining high service quality while ensuring compliance with banking regulations and client policies.

Key responsibilities

• Lead, motivate and develop CSRs handling credit‑card inquiries, payments, disputes and other financial interactions.
• Monitor KPIs such as productivity, quality, customer satisfaction, attendance and adherence to campaign requirements.
• Ensure accurate handling of credit‑card information, transactions, fees, balances and billing cycles.
• Coach agents on credit‑card processes, financial terminology and responsible communication.
• Enforce client policies, data‑privacy rules and financial regulations.
• Escalate and resolve complex or sensitive customer issues.
• Prepare performance reports and support attendance, payroll and workforce management.
• Identify performance gaps and drive coaching, training and process‑improvement initiatives.

Required profile

• At least 1 year of BPO/call‑center experience, preferably in a supervisory role.
• Experience in banking, credit‑cards, fintech or related financial campaigns is highly preferred.
• Demonstrated financial literacy (credit, interest, payments, fees, billing cycles, account management).
• Comfortable handling sensitive financial information and adhering to compliance standards.
• Strong communication, analytical and problem‑solving abilities.
• Willingness to complete required client, compliance, financial‑services and leadership training.

Required skills

• Proficiency with Google Workspace.
• Experience using call‑center or CRM platforms.