Operations Team Lead / Head

About BDO

BDO Unibank, Inc. is the Philippines’ leading full-service bank, offering a wide range of financial and digital banking services. Guided by our brand promise “We Find Ways,” we are committed to delivering easy, reliable, and customer-focused services. Build your career with a trusted industry leader.

Job Summary

The Operations Team Lead provides leadership, oversight, and operational direction to the TBG/COG Systems Support team to ensure stable, efficient, and compliant day‑to‑day operations of assigned platforms. The role is responsible for supervising Operations Officers, overseeing system monitoring and maintenance activities, managing production issues and escalations, supporting system projects and enhancements, and coordinating with internal Bank units and external vendors. Serves as the primary escalation point for operational concerns, ensures adherence to service levels and governance requirements, and supports the Team Head in risk management, reporting, vendor management, and continuous process improvement initiatives.

Key Responsibilities

• Provides day‑to‑day supervision, guidance, and direction to Operations Officers.
• Assigns, prioritizes, and monitors team deliverables to ensure timely and accurate completion of operational, project, and reporting requirements.
• Reviews and validates documentation, reports, incident records, and other outputs prepared by the team.
• Conducts regular team discussions to align priorities, address operational issues, and communicate management directives.
• Oversees the preparation and review of Service Requests and project‑related documentation for system enhancements and production fixes.
• Coordinates with the Team Head and Section Head in the review and approval of implementation plans and pre‑activity communications prior to roll‑out. 

Duties and Responsibilities

A. Team Leadership and Development

1. Provides day‑to‑day supervision, guidance, and direction to Operations Officers.
2. Assigns, prioritizes, and monitors team deliverables to ensure timely and accurate completion of operational, project, and reporting requirements.
3. Reviews and validates documentation, reports, incident records, and other outputs prepared by the team.
4. Conducts regular team discussions to align priorities, address operational issues, and communicate management directives.
5. Coaches team members to improve skills, technical knowledge, and understanding of Bank policies, systems, and procedures.
6. Identifies training needs and supports knowledge transfer and cross‑skilling initiatives.
7. Escalates performance, resource, or operational concerns to the Team Head as needed.

B. Development & Maintenance / Project Support

1. Oversees the preparation and review of Service Requests and project‑related documentation for system enhancements and production fixes.
2. Ensures completion of administrative and approval requirements necessary to proceed with projects.
3. Coordinates with internal Bank units and vendors to oversee the following activities:

• Project scoping
• Completion of project documentation
• User Acceptance Testing (UAT) and certification
• Trainings or orientations
• Announcements and advisories
• Implementation and post‑implementation activities

4. Coordinates with the Team Head and Section Head in the review and approval of implementation plans and pre‑activity communications prior to roll‑out.
5. Monitors execution of implementation activities, including work plans and post‑implementation testing.
6. Identifies risks, issues, and dependencies and ensures timely escalation and resolution.

Qualifications

• Bachelor's degree in business
• At least 5 years of related supervisory experience gained from a bank or other financial institution
• Willing to work onsite in Ortigas