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 solid 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 environment .

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