Manager, Management

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 .