Operations Manager

iServeU provides a cloud-native, microservices-enabled platform with over 5000 product configurations, processing 2500 transactions per second using distributed & auto-scale technology like K8. The core platform consists of 1200+ microservices, serving Fintech start-ups, private banks, and PSU banks across five countries. With a customer base of over 20 banks and 250+ enterprises, iServeU is dedicated to innovating financial institutions" operations. The team at iServeU comprises 500+ employees, primarily in technology roles, located in Bhubaneswar, Bangalore, and Delhi. The company has secured $8 million in funding to support its growth and innovation. Job Title: Operations Manager Client Escalations & Query Resolution Location: Bhubaneswar Department: Customer Success Employment Type: Full-Time We are seeking a proactive and detail-oriented Operations Manager to oversee client escalations and ensure end-to-end resolution of customer and partner queries. This role is crucial for facilitating communication among internal teams such as warehouse operations, supply chain, and customer support to meet service-level expectations consistently. The ideal candidate should be highly organized, possess excellent communication skills, and have experience in managing operational escalations in a fast-paced setting. This role plays a pivotal role in delivering a seamless customer experience and strengthening client relationships. Key Responsibilities: - Serve as the primary contact for escalated operational issues from clients and internal stakeholders. - Ensure end-to-end resolution of customer queries, taking ownership from initiation to closure. - Identify recurring issues and collaborate across functions to implement long-term corrective actions. - Maintain escalation trackers, reports, and communication logs. - Coordinate with warehouse, logistics, call center, and support teams to address service delays and bottlenecks. - Drive alignment meetings and track action items across departments for timely issue resolution. - Ensure adherence to SLA and TAT metrics for escalated cases. - Define, implement, and enhance escalation SOPs and communication workflows. - Track and report escalation trends, issue resolution performance, and customer satisfaction indicators. - Work directly with key clients to build trust, manage expectations, and provide resolution updates. - Support client review meetings and act as the operational SPOC during critical issues. - Assist internal teams with tools, knowledge, and guidance to enhance 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 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 handling client complaints/escalations. Preferred Attributes: - Experience managing B2B client relationships and enterprise-level escalations. - Ability to remain calm under pressure, manage multiple priorities, and drive issues to closure. - A self-starter comfortable working in cross-functional environments and dealing with ambiguity. For more details, visit www.iserveu.in.,