Customer Success - L1 Support

We are seeking a highly motivated and detail-oriented Operations Manager to lead the Customer Success team within our Financial Services division. This role will focus on enhancing operational efficiency, customer retention, and satisfaction while ensuring seamless post-sales customer support. The ideal candidate has a strong understanding of the financial services landscape and experience in managing customer success or operations teams.

Skills

• Operational Leadership: Lead and manage day-to-day operations of the Customer Success team to ensure efficient processes and high-quality service delivery.
• Customer Satisfaction: Develop strategies and initiatives to improve customer satisfaction with a focus on building long-term relationships.
• Team Development: Mentor, coach, and train team members to achieve individual and team performance goals. Foster a collaborative team environment.
• Good Knowledge in SWITCH is mandatory
• Process Improvement: Identify opportunities for operational improvements and implement scalable solutions to improve team efficiency and customer experiences.
• Cross-functional Collaboration: Work closely with sales, product development, and other teams to align on customer goals, product usage, and troubleshooting complex issues.
• Metrics & Reporting: Define, track, and report on key performance indicators (KPIs) such as customer satisfaction, Service Requests, Incidents and operational efficiencies.
• Escalation Management: Handle escalated customer issues and ensure prompt resolution, working closely with internal stakeholders to address complex situations.
• Compliance & Risk Management: Ensure that the customer success operations adhere to regulatory and compliance standards within the financial services industry and attending internal and external audits.
• SLA : Should ensure all the incidents are closed within the agreed SLAs and make sure no penalties are charged by the banks

Incident Management, ITIL, Problem management, Customer Management, Communication, Team management