Job Description
We are hiring a Manager – Customer Operations to lead a team of Analysts and Senior Analysts supporting the U.S. fintech/banking ecosystem.
Shift Timings- US Shift
The ideal candidate will have strong people-management experience, a customer-first mindset, and the ability to drive operational performance through KPIs, SLAs, coaching, and continuous improvement.
Key Responsibilities
Lead and manage
Analysts and Senior Analysts across shifts . Set team targets and monitor
KPIs, productivity, quality, and SLA adherence . Drive
process improvements, operational excellence, and training initiatives . Handle
merchant escalations and critical incidents , ensuring timely resolution. Partner with
Product, Compliance, Risk, and other cross-functional teams
to resolve issues. Conduct regular
1:1s, performance reviews, appraisals, and coaching sessions . Identify performance gaps and create actionable
development and improvement plans . Analyze operational reports and workforce data to improve team efficiency and customer experience. Build a culture of
accountability, ownership, collaboration, and continuous improvement . Requirements Bachelor’s degree; preference for
Finance, Business, Technology, or related fields . 6+ years of customer support/customer operations experience . 2+ years of people-management/leadership experience . Experience in
U.S. fintech, banking, payments, or financial services
preferred. Strong knowledge of
KPIs, SLA management, reporting, and workforce management . Excellent
leadership, communication, decision-making, and stakeholder-management skills . Ability to manage teams in a
fast-paced, shift-based operational environment .
We’re looking for a hands-on people leader who can
manage performance, resolve escalations, develop talent, and drive measurable improvements in customer operations .
Analysts and Senior Analysts across shifts . Set team targets and monitor
KPIs, productivity, quality, and SLA adherence . Drive
process improvements, operational excellence, and training initiatives . Handle
merchant escalations and critical incidents , ensuring timely resolution. Partner with
Product, Compliance, Risk, and other cross-functional teams
to resolve issues. Conduct regular
1:1s, performance reviews, appraisals, and coaching sessions . Identify performance gaps and create actionable
development and improvement plans . Analyze operational reports and workforce data to improve team efficiency and customer experience. Build a culture of
accountability, ownership, collaboration, and continuous improvement . Requirements Bachelor’s degree; preference for
Finance, Business, Technology, or related fields . 6+ years of customer support/customer operations experience . 2+ years of people-management/leadership experience . Experience in
U.S. fintech, banking, payments, or financial services
preferred. Strong knowledge of
KPIs, SLA management, reporting, and workforce management . Excellent
leadership, communication, decision-making, and stakeholder-management skills . Ability to manage teams in a
fast-paced, shift-based operational environment .
We’re looking for a hands-on people leader who can
manage performance, resolve escalations, develop talent, and drive measurable improvements in customer operations .
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