Manager

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.