Compliance Operations Team Leader

We are looking for a disciplined detail-oriented and performance-driven Compliance Operations Team Leader to oversee a team of Compliance Operations 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 teams 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 teams 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.

• 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.

• 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 (SM Clark)
• PHP 70000 - 74500 all in

Required Experience:

Manager