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.
Solid 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