Job Description

We are hiring a Manager – Customer Operations to lead a team of Analysts and Senior Analysts supporting the U.S. fintech/banking ecosystem.

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Shift Timings- US Shift

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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.

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Key Responsibilities

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- Lead and manage Analysts and Senior Analysts across shifts.
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- Set team targets and monitor KPIs, productivity, quality, and SLA adherence.
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- Drive process improvements, operational excellence, and training initiatives.
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- Handle merchant escalations and critical incidents, ensuring timely resolution.
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- Partner with Product, Compliance, Risk, and other cross-functional teams to resolve issues.
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- Conduct regular 1:1s, performance reviews, appraisals, and coaching sessions.
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- Identify performance gaps and create actionable development and improvement plans.
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- Analyze operational reports and workforce data to improve team efficiency and customer experience.
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- Build a culture of accountability, ownership, collaboration, and continuous improvement.
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Requirements

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- Bachelor's degree; preference for Finance, Business, Technology, or related fields.
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- 6+ years of customer support/customer operations experience.
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- 2+ years of people-management/leadership experience.
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- Experience in U.S. fintech, banking, payments, or financial services preferred.
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- Strong knowledge of KPIs, SLA management, reporting, and workforce management.
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- Excellent leadership, communication, decision-making, and stakeholder-management skills.
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- Ability to manage teams in a rapid-paced, shift-based operational environment.
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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