Operations Team Leader (Compliance and Quality)

We are looking for a disciplined, detail-oriented, and performance-driven Compliance Operations Team Leader to oversee a team of Compliance Operations Specialists. In this role, you will oversee daily operations, manage workloads, monitor productivity and quality, provide coaching, and resolve escalations to ensure operational targets are met.

In addition to team leadership responsibilities, the Team Leader will also act as the team’s Quality Assurance resource. This includes conducting regular quality audits, reviewing completed tasks, identifying errors and process gaps, documenting quality results, providing corrective coaching, and ensuring that team members consistently follow approved standard operating procedures, playbooks, and data privacy requirements.

Key Responsibilities

Team Leadership and Daily Operations

• Lead and supervise a team of Compliance Operations Specialists.
• Manage daily operations, including workload distribution, queue management, shift coverage, and operational priorities.
• Conduct team huddles and monitor attendance, productivity, schedule adherence, and turnaround times.
• Ensure verification activities, submissions, follow-ups, and escalations are completed accurately and on time.
• Foster a culture of accountability, consistency, and operational excellence.

Performance Management

• Monitor individual and team performance against productivity, quality, accuracy, and service level targets.
• Review reports, identify performance gaps, and provide coaching, feedback, and performance improvement plans.
• Recognize high performers and prepare regular operational and performance reports.

Quality Assurance and Process Compliance

• Serve as the team's Quality Assurance lead by conducting quality audits and reviewing completed tasks.
• Ensure compliance with SOPs, client requirements, documentation standards, and quality scorecards.
• Identify errors, perform root cause analysis, track quality metrics, and provide corrective coaching.
• Recommend process improvements, refresher training, and participate in quality calibration sessions.

Escalation Management

• Act as the primary escalation point for operational, quality, process, and system-related issues.
• Resolve complex cases, monitor time-sensitive verification activities, and escalate security or client concerns when necessary.
• Maintain accurate documentation of escalations, resolutions, and recurring issues.

Training and Coaching

• Support onboarding and training of new team members.
• Conduct coaching sessions, process refreshers, knowledge checks, and quality reviews.
• Reinforce process updates, SOPs, and quality standards while collaborating with Training and Operations teams.

Privacy, Security, and PII Compliance

• Ensure compliance with data privacy, confidentiality, and PII handling requirements.
• Monitor adherence to security protocols, approved systems, and company policies.
• Report potential security incidents and reinforce best practices for data protection.

Process Improvement

• Analyze operational and quality data to identify process improvement opportunities.
• Recommend workflow enhancements, SOP updates, and quality improvements.
• Collaborate with cross-functional teams to resolve recurring issues and support new processes, tools, and operational initiatives.

Requirements

• Experience in BPO, shared services, operations support, compliance operations, back-office processing, data entry, content moderation, or IT help desk environments.
• At least 2 years of experience as a Team Leader, Supervisor, Quality Analyst, Subject Matter Expert (SME), Senior Specialist, or a similar leadership role.
• Experience managing teams in a high-volume, KPI-driven environment.
• Experience conducting quality audits, tracking quality metrics, documenting findings, and providing coaching and performance feedback.
• Strong written English communication, documentation, and interpersonal skills.
• Excellent attention to detail with the ability to identify errors and ensure compliance with SOPs and quality standards.
• Experience monitoring productivity, quality, accuracy, turnaround time, attendance, and service levels.
• Ability to analyze performance data, identify trends, perform root cause analysis, and implement corrective actions.
• Proficient in web-based systems, online forms, dashboards, ticketing systems, spreadsheets, reporting tools, and other productivity applications.
• Strong leadership, coaching, conflict resolution, problem-solving, and decision-making skills.
• Experience handling confidential information and personally identifiable information (PII) is an advantage.
• Willing to on a night shift, weekends, holidays, or extended hours based on business needs.

Benefits

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• Night Differential Pay
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learnings
• Equipment provided by the company
• Onsite, Night Shift (Clark)
• PHP 70,000 - 74,500 all in