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 hr6@tasolutions.in or can call on 9041287949. We will really appreciate it if you forward this position to your colleagues or Friends.
