Job
Description
As a seasoned professional in operations and customer support, you will be responsible for various key aspects in our Bangalore, India office. Your primary focus will be on People Development, where you will lead and nurture a team of backend support associates, including KYC (Know Your Customer), to ensure they achieve their career development objectives. Operation Excellence is another crucial area where you will drive the team to meet SLA targets and customer support metrics. By implementing quality and training initiatives, you will enhance the team's capabilities to deliver exceptional service. Your role in Customer Experience involves understanding the end-to-end customer journey, identifying best practices in the market, addressing operational gaps, and continuously improving processes to align with business requirements. Stakeholder Management is vital, requiring collaboration with various business and operational departments such as customer care, risk, and compliance. Additionally, you will work closely with stakeholders to design and implement market-specific workflows compliant with Indian regulatory standards. To excel in this role, you should hold a Bachelor's degree and possess over 12 years of experience in operations or customer support, with at least 4 years in a team leader or supervisor position. Experience in Finance, Banking, or Fintech operations management would be advantageous. You must be willing to work from the office on all 5 days of the week and have strong communication skills to engage with management and key stakeholders effectively. Your attention to detail, ability to analyze trends, interpret data, and drive process improvements in response to regulatory changes are critical for success in this position. Proficiency in English, both spoken and written, is required, while knowledge of Hindi is desirable. Our company values include acting as partners to our customers, continuously striving for improvement, taking ownership fearlessly, and supporting each other's growth. If you are seeking to be part of a dynamic business, a supportive community, and a meaningful mission, we invite you to apply now.,
