Key Responsibilities:
• Team Management: Lead, coach, and manage a team of support leads, quality analysts,
and frontline agents handling inbound/outbound queries during the night shift.
• Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and
customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.
• Client Escalations: Act as the senior point of contact for escalated client issues during
the night shift; resolve critical incidents with urgency and professionalism.
• Performance Monitoring: Utilize dashboards and analytics to monitor agent
productivity, ticket resolution times, and customer satisfaction scores.
• Compliance: Ensure that all customer interactions adhere to regulatory requirements
such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.
• Continuous Improvement: Identify and drive opportunities for process improvements,
automation, and support optimization.
• Collaboration: Work closely with cross-functional teams including product, risk,
compliance, and engineering to ensure end-to-end client issue resolution.
Required Qualifications:
• Bachelor’s degree in Business, Finance, IT, or related discipline; MBA preferred.
• 8–12 years of experience in customer support/service delivery, with at least 3–5 years in
a managerial role handling night shift operations.
• Experience in the fintech domain or BPO setup supporting global fintech clients is highly
desirable.
• Strong analytical, reporting, and people management skills.
• Ability to manage large teams (30+ members) across multiple support channels (voice,
email, chat, social).
• Excellent Communication Skills
• Willingness to work full-time night shifts and be available for weekend/holiday
escalations as needed.
Preferred Skills & Certifications:
• ITIL, Six Sigma, or COPC certifications are a strong plus.
• Knowledge of fintech regulations such as PCI DSS, AML/KYC, RBI/SEBI guidelines.
• Experience in leading client onboarding or transitions in a BPO or shared services
environment.
What We Offer:
• Competitive salary + Performance bonuses.
• Medical insurance
• A fast-growing, innovation-driven work environment.
• Learning & career growth opportunities in the fintech support space.
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if Interested, kindly forward your updated CV on hr2@tasolutions.in or can call on 9056679449 . We will really appreciate it if you forward this position to your colleagues or Friends.
