What you will be doing :
Reporting to the Head of O&S;, transform our early-stage operations and support into a scalable, first-rate customer experience. You will create and improve processes, enhance support resources, and develop our customer support strategy to support customer needs as the business grows.
Be POC for all Operations and Support topics, in order to ensure constant business continuity and delivery excellence.
Develop, coordinate and manage teams in operations, including 1st and 2nd lines of customer support, technical support, fraud, credit and KYC analysts, soft collection etc.
Monitor the performance efficiency of all direct divisions. Act as mentor and coach to ensure team members are able to meet their KPIs, including SLAs, Quality, Productivity etc.
Preparing, analyzing, and presenting data to the Head of O&S; as part of weekly and monthly performance reviews on support operations, including metrics, trends, and areas of improvement.
Training, development and mentoring of direct reports to provide opportunities for skills expansion and career development.




Undertake regular performance reviews and 1:1 meeting with direct reports against KPI’s.
Recruit, train and mentor high performing profiles for various roles, growing the team as the business grows.
Collaborate cross functionally and work closely with both internal and external stakeholders to ensure an optimal end to end customer experience. Proactively drive root-cause analysis of existing customer pain points in partnership with product and engineering teams.
Lead and inspire Operations and Support teams to maintain a constantly motivated and engaged team atmosphere.

Candidate Requirements:
8-10 years of experience with minimum 4 years of experience managing big scale operations (100+ people) in a hi-growth banking workplace, including different channels of customer communication.
Highly data driven, ability to deep dive and analyze, play with pivot tables, and continuously improve the ope

📌 IN Deputy Head Customer Care (India)
🏢 Fintech Farm
📍 India