About the Role

The Assistant Manager will support day-to-day operational management of the Customer Success Support team. This role focuses on team supervision, SLA performance, quality assurance, stakeholder coordination, and operational excellence , ensuring high-quality customer experience for Passport, MXC/MXM, Prisma AMC, Letus, and other Priority platforms.

This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.

Team Operational Management

Supervise a team of Analysts and Senior Analysts across multiple shifts.

Manage daily workflow distribution, queue monitoring, and SLA adherence.

Ensure consistent achievement of KPIs such as AHT, ASA, FCR, Quality, and Productivity.

Conduct daily huddles, WBRs, and performance trackers to maintain operational discipline.

Quality, Training Process Excellence

Perform QA audits, coach team members, and ensure 100% compliance with SOPs.

Identify skill gaps and coordinate training, refresher modules, and knowledge-base updates.

Drive continuous improvements across processes to reduce errors, escalations, and rework.

Stakeholder Escalation Handling

Manage merchant escalations, critical incident follow-ups,



and cross-functional communication.

Collaborate with Product, Engineering, Compliance, PayOps, and Risk to resolve issues.

Support leadership in building decks, executive summaries, and customer-impact analyses.

Reporting Governance

Maintain daily/weekly performance MIS, dashboards, and operational insights.

Monitor capacity planning, schedule adherence, shrinkage, and workforce optimization.

Prepare reports for leadership reviews, audits, and compliance requirements.

Requirements

- Bachelors degree; preference for Finance, Business, or Technology domains.
- 4+ years of customer support or fintech operations experience.
- 12 years of experience leading teams (Senior Analyst / TL / Acting TL / AM).
- Solid understanding of U.S. fintech, payments, banking workflows (ACH, KYC/CIP, debit cards, funding, disputes, etc.).
- Proficiency with dashboards, Excel/Sheets, reporting tools, and ticketing systems.
- Excellent communication, decision-making, and people-management skills.

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager (MXM POS) (Chandigarh)
🏢 Priority Technology Holdings
📍 Chandigarh