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 ShiftThe 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 ResponsibilitiesLead 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 .RequirementsBachelor’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 (Mumbai)
🏢 Priority Commerce
📍 Mumbai