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 setting.

We’re looking for a hands-on people leader who can manage performance, resolve escalations, develop talent, and drive measurable improvements in customer operations.

📌 Manager (Chandigarh)
🏢 Priority Commerce
📍 Chandigarh