Customer Support Manager - Banking & Payments

Customer Support Manager | Banking & Payments

Experience: 20+ Years

Customer Support Manager

Key Responsibilities

• Lead, motivate, and manage the customer support team to deliver superior service.
• Build and refine customer service policies, workflows, and quality standards.
• Analyze customer interactions to identify service gaps and improvement opportunities.
• Own and resolve escalated issues with a customer-first approach.
• Work closely with product, compliance, and operations teams to address feedback and enhance service delivery.
• Train and upskill support staff regularly.
• Track, analyze, and present customer service KPIs to senior management.
• Ensure adherence to Banking, Payments, and data protection guidelines.

Additional (Nice to Have – Operations):

• Support EMI operations including transaction monitoring, reconciliation, and reporting.
• Manage operational MIS and ensure regulatory and internal compliance.
• Partner with cross-functional teams to streamline operational processes.

Requirements

• Bachelor’s degree in Business, Finance, Operations, or similar field.
• 15+ years of customer support experience; fintech/financial services preferred.
• Strong knowledge of digital payments, EMI operations, and related regulations.
• Excellent leadership, communication, and analytical skills.
• Hands-on experience with CRM tools and customer service platforms.

Why Join Us

• Competitive compensation and performance incentives.
• Strong opportunities for learning and career advancement.
• An innovative, collaborative, and growth-oriented work culture.