Operations Team Leader – French Banking Services

About the role

The Operations Team Leader will manage and coach a team of Customer Service Representatives delivering credit‑card and financial‑services support. The role ensures high‑quality customer service while complying with client policies, financial regulations, and campaign procedures.

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 compliance with financial‑campaign requirements.
• Ensure accurate handling of credit‑card information, transactions, fees, balances and related customer concerns.
• Coach agents on credit‑card processes, financial terminology and responsible communication.
• Enforce client policies, data‑privacy rules, financial regulations and approved scripts.
• Escalate and resolve complex or sensitive customer issues involving payments, disputes or account problems.
• Prepare performance reports and support attendance, payroll and workforce‑management administration.
• Identify performance gaps and drive coaching, training and process‑improvement initiatives.

Required profile

• Minimum 1 year BPO or call‑center experience, preferably in a supervisory role.
• Experience in banking, credit‑card or financial‑services campaigns is highly preferred.
• Demonstrated financial literacy (credit, interest rates, fees, billing cycles, account management).
• Strong understanding of compliance, confidentiality and responsible financial communication.
• Excellent communication, analytical and problem‑solving abilities.

Required skills

• Proficiency in Google Workspace.
• Experience with call‑center/CRM systems.