About Velocity

Velocity is a leading provider of enterprise Financial Crime (FinCrime) solutions, helping financial institutions strengthen compliance through cutting-edge SaaS products. Our platform supports AML Transaction Monitoring, Sanctions Screening, Customer Due Diligence (CDD/KYC), Fraud Detection, and Regulatory Reporting for organizations operating in highly regulated environments.

About the Role

We are seeking an experienced Director, Client Support & Operations to lead enterprise post-go-live support operations for our Financial Crime Compliance (FinCrime) SaaS platform. This leadership role is responsible for driving production stability, SLA governance, operational excellence, and commercial discipline across global client portfolios.

The ideal candidate will oversee enterprise support operations, lead critical client escalations, establish scalable support processes, and collaborate with cross-functional teams to deliver exceptional customer experience while ensuring operational efficiency and long-term client success.

Key Responsibilities




- Lead and oversee enterprise post-go-live support operations across strategic client portfolios.
- Define and implement support governance, operational processes, and service delivery standards.
- Ensure adherence to SLAs by monitoring support performance, identifying risks, and driving continuous improvements.
- Act as the executive escalation point for critical production incidents, coordinating cross-functional teams to ensure timely resolution.
- Lead incident management, root cause analysis (RCA), and preventive action initiatives to improve production stability.
- Collaborate with Product, Engineering, Delivery, and Customer Success teams to resolve complex customer issues and improve overall service quality.
- Govern support requests by ensuring proper classification of incidents, enhancements, and change requests while maintaining commercial alignment.
- Monitor support utilization, operational performa

📌 Director, Client Support (Bengaluru)
🏢 alacer
📍 Bengaluru