Job
Description
iServeU is a company that provides a cloud-native, microservices-enabled, distributed platform with over 5000 possible product configurations using a low code/no code interface to banks, NBFCs, Fintech, and other regulated entities. Processing around 2500 transactions per second by leveraging distributed & auto-scale technology like K8, the core platform consists of 1200+ microservices. With a customer list ranging from Fintech start-ups to top-tier private banks and PSU banks, iServeU operates in five countries, constantly driving innovation in the financial sector. Their solutions empower over 20 banks and 250+ enterprises across India and abroad. With a team of 500+ employees, primarily in technology roles, spread across offices in Bhubaneswar, Bangalore, and Delhi, iServeU has raised $8 million in funding to support growth and innovation. Job Title: Operations Manager Client Escalations & Query Resolution Location: Bhubaneswar Department: Customer Success Employment Type: Full-Time As an Operations Manager at iServeU, you will be responsible for managing client escalations and ensuring end-to-end resolution of customer and partner queries. This role plays a crucial part in facilitating communication across internal teams such as warehouse operations, supply chain, and customer support to meet service-level expectations consistently. The ideal candidate should be highly organized, an excellent communicator, and experienced in handling operational escalations in a fast-paced environment. Key Responsibilities: Client Escalation Management: - Act as the primary point of contact for escalated operational issues from clients and internal stakeholders. - Ensure end-to-end resolution of customer queries by taking ownership from initiation to closure. - Identify recurring issues, analyze them, and collaborate cross-functionally to implement long-term corrective actions. - Maintain escalation trackers, reports, and communication logs. Cross-Functional Coordination: - Collaborate with warehouse, logistics, call center, and support teams to resolve service delays and bottlenecks. - Conduct alignment meetings and track action items across departments for timely issue resolution. - Ensure adherence to SLA and TAT metrics for escalated cases. Process Improvement & Reporting: - Define, implement, and continuously enhance escalation SOPs and communication workflows. - Monitor and report escalation trends, issue resolution performance, and customer satisfaction indicators. - Provide regular updates to leadership on escalations, risks, and preventive measures. Customer Relationship Management: - Engage directly with key clients to build trust, manage expectations, and provide resolution updates. - Support client review meetings and serve as the operational SPOC during critical issues. - Enhance client experience through clear, consistent, and timely communication. Team Enablement & Support: - Assist internal teams with tools, knowledge, and guidance to improve first-call resolution. - Conduct training and onboarding sessions related to escalation handling, documentation, and communication. Requirements: Qualifications & Skills: - Bachelor's degree in Business Administration, Operations, or a related field (MBA preferred). - 5-8 years of relevant experience in operations, client support, or escalation management. - Exceptional communication and interpersonal skills. - Strong problem-solving skills with a customer-first mindset. - Proficiency in CRM/ticketing systems, Excel, dashboards, and reporting tools. Desirable Prior Experience (Mandatory For Application Consideration): Candidates should have prior experience in roles such as Escalation Manager, Client Support Manager, or Service Delivery Manager in a B2B or enterprise account setup. Operations Manager in fintech, logistics, warehousing, or supply chain environments where they handled client complaints/escalations. Preferred Attributes: - Experience in handling B2B client relationships and managing enterprise-level escalations. - Ability to remain calm under pressure, manage multiple priorities, and drive issues to closure. - A self-starter who thrives in cross-functional environments and is comfortable working with ambiguity. Visit www.iserveu.in for more details on iServeU.,
