Operations Manager - Customer Support
- Personal Network
- 1 Positions
- Bengaluru
- 25 days ago
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Job Description
- ROLE :- Manager - Operations
- REMUNERATION :- 20 to 25 Lakhs
- SHIFT :- US Shift
- LOCATION :- Bangalore
- Lead the customer success teams in India and the US, promoting a culture of high performance, collaboration, and growth.
- Actively invest in leadership development within the organization.
- Work closely with the Site Lead and other key stakeholders to implement cultural and engagement initiatives such as recognition programs, engagement activities, diversity and inclusion, and community involvement, etc.
- Consistently learning and adapting to trends within the FinTech, US regulatory, and customer expectations arenas.
- Recruit, train, and build a high-performing customer support team in India.
- Ensure comprehensive onboarding and continuous training programs are in place to meet and exceed current and future operational demands.
- Cultivate a growth mindset within the teams by investing in people and personal development through company-led and grassroots training programs.
- Provide strategic insights to shape and influence our customer support strategies.
- Partner with cross-functional teams, including senior leadership, risk, product, development, workforce management, and compliance, to enhance employee and customer outcomes.
- Establish and expand internal product knowledge and provide tailored data-based decisions that influence Customer Support and Bluevine.
- Leverage experience in US Banking to maintain process oversight with appropriate industry best practices for oversight and controls.
- Monitor and ensure adherence to company OKRs, team KPIs, and SLAs; identify and implement strategies to enhance team efficiency.
- Oversee documentation of policies and procedures, collaborating with Business Controls and other departments for operational improvements.
- Ensure effective site coverage and operational consistency across various shifts and locations.
- 10+ yearsof experience and 3+ years in a managing customer support role in customer success and/or operations, particularly in a fast paced and customer facing environment.
- S. Fintech / Line of Credit / Credit Card experience is a requirement
- Strong leadership and communication skills in working with global teams and stakeholders.
- Proven track record of managing and motivating direct and indirect teams, and the ability to manage team leaders.
- Ability to take a hands-on approach to risk strategy, strategic thinking, problem-solving capabilities, and be comfortable with data and leveraging it to make key decisions.
- Understanding of customer success tools, platforms, best practices and the ability to integrate into a scaling business.
- He will report directly to the Director of Banking Customer Success, based in the US.
- Contact RAJ @ 98451 62196 / 63615 32602
- Email Resume @ hidden_email
Top MNC, a U.S Based Banking Fintech Company based in BANGALORE needs :-
Sr. MANAGER - OPERATIONS - CUSTOMER SUCCESS
Role & Responsibality :
Leadership and Development:
Recruitment and Training:
Strategic Oversight:
Operational Excellence:
What We Look For:
Kindly Contact @
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Employement Category:
Employement Type: Full timeIndustry: BPO / Call Center
Role Category: Customer Service (International)
Functional Area: Not Specified
Role/Responsibilies: Operations Manager - Customer Support
Contact Details:
Company: Personal Network.Location(s): Bengaluru
Keyskills: operations operational excellence leadership development recruitment training
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