Customer Support Manager

Location: Mohali

About the Company

Finvasia

OneVault

Role Overview

We are looking for a highly motivated and experienced Customer Support Manager (Approx. 20 years of experience) to lead our customer service operations. The ideal candidate will be responsible for ensuring exceptional customer experiences, managing support teams, and implementing strategies to improve service delivery across our Banking and Payments product offerings.

Successful candidates will be provided with formal training & knowledge of the product.

Key Responsibilities

• Lead and manage the customer support team to deliver outstanding service.
• Develop and implement customer service policies and procedures.
• Monitor and analyze customer interactions to identify areas for improvement.
• Handle escalated customer issues and ensure timely resolution.
• Collaborate with product, compliance, and operations teams to address customer needs.
• Train and mentor support staff to maintain high performance standards.
• Prepare reports on customer service metrics and present findings to senior management.
• Ensure compliance with Banking and Payment regulations and data protection standards in all customer interactions.
• Operations Responsibilities (Nice to have): Long term we may hire separate Op Manager
• Manage team who will handle day-to-day EMI operations including transaction monitoring, reconciliation, and reporting.
• Trends and regular MIS reporting.
• Ensure compliance with regulatory requirements and internal controls.
• Collaborate with cross-functional teams (compliance, finance, tech) to streamline operational workflows.
• Identify and implement process improvements to enhance operational efficiency.

Requirements

• Bachelor's degree in Business, Finance, Operations Management, or a related field.
• 15+ years of experience in customer support, preferably in fintech or financial services.
• Strong understanding of EMI operations, digital payments, and regulatory frameworks.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in customer support tools and CRM systems.
• Ability to work in a fast-paced and dynamic environment.

Good

• Experience with digital payment platforms and APIs.
• Familiarity with payment processing platforms and APIs.
• Knowledge of PSD2, FCA regulations, and other EMI compliance frameworks.
• Multilingual capabilities are a plus.

What We Offer

• Competitive salary and performance-based bonuses.
• Opportunities for professional growth and development.
• A collaborative and innovative team culture.

About FINVASIA:

Company Link:

Finvasia is a multi-disciplinary, multinational organization that owns and operates over a dozen brands across financial services, technology, real estate and healthcare verticals.

Over the last 13 years of our history, Finvasia has managed funds for some of the notable hedge funds of the Wall street, launched the first and only commission free ecosystem for listed and fee based financial products in India, provided technology to some of the nota- ble listed and unlisted financial services entities across the globe, launched medically proven diabetes reversal program and engaged scientists from various specialized fields to build nano and micro medical devices that can monitor and assist in various body functions.

In the last 13 years, we have catered to a few million clients in over 180 countries directly or via one of our subsidiaries.

Some of the notable brands owned by Finvasia are Fxview, Shoonya, Zulutrade, AAAfx, ACT Trader, CapitalWallet, Gini Health, bodyLoop, StackFlow, Finvasia estates, and portfolios.com
Our team comprises over 350 employees that work in our offices across India, UK, Greece, Cyprus, Canada, Mauritius and USA.

OneVaultis a modern financial institution operating under an Electronic Money Institution (EMI) license, wherein we provide essential financial solutions includingIBAN accounts, SEPA/SWIFT transfers, card issuance, and currency exchange, tailored for individuals, startups, and SMEs. Withfast onboarding, low fees, and app-based account management, OneVault combines regulatory compliance with flexibility, delivering a secure, accessible, and innovative alternative to traditional banking for cross-border and digital-first customers.

Our team enjoys a collegiate environment and get to work across a multitude of brands, products, technologies, and industry segments and get an opportunity to get more global exposure while working with teams from different parts of the globe.

Role & responsibilities

Preferred candidate profile