Job Title: Senior Manager – Client Support (Night Shift) Location: India (Night Shift Operations) Employment Type: Full-Time
Role Summary:
We are seeking a high-performing Senior Manager – Client Support to lead night shift operations and ensure world-class service delivery across global fintech clients. The ideal candidate should possess strong leadership skills, domain expertise in fintech or BPO operations, and the ability to drive performance, client satisfaction, and operational excellence during non-standard business hours.
Key Responsibilities:
Team Management: Lead, coach, and manage a team of support leads, quality analysts, and frontline agents handling inbound/outbound queries during the night shift.
Service Delivery: Ensure SLAs, TATs, and customer satisfaction metrics (CSAT/NPS) are consistently achieved.
Client Escalations: Act as the senior escalation point for critical client issues; resolve incidents with urgency and professionalism.
Performance Monitoring: Leverage dashboards and analytics to track productivity, resolution times, and customer satisfaction.
Compliance: Ensure adherence to regulatory requirements such as PCI DSS, GDPR, RBI/SEBI, and internal quality standards.
Continuous Improvement: Drive process improvements, automation, and optimization in support operations.
Collaboration: Partner with product, risk, compliance, and engineering teams for seamless issue resolution.
Required Qualifications:
Bachelor’s degree in Business, Finance, IT, or related discipline; MBA preferred.
8–12 years of experience in customer support/service delivery, with 3–5 years in a managerial role overseeing night shift operations.
Experience in fintech or BPO setups serving global clients is highly desirable.
Proven ability to manage large teams (30+ members) across multi-channel support (voice, email, chat, social).
Strong analytical, reporting, and people management skills.
Excellent communication skills.
Willingness to work full-time night shifts and handle weekend/holiday escalations.
Qualification :
Bachelor degree
Primary Responsibilities :
Preferred Skills & Certifications:
ITIL, Six Sigma, or COPC certifications.
Knowledge of fintech regulations (PCI DSS, AML/KYC, RBI/SEBI).
Experience in client onboarding or transitions within BPO/shared services environments.
What We Offer:
Competitive salary with performance-based bonuses.
Medical insurance.
A fast-growing, innovation-driven environment.
Career growth and learning opportunities in fintech support.
