Operations Manager - Fintech Account

About the role

The Operations Manager will oversee the day‑to‑day functional supervision of a non‑exempt work group within a fintech account, ensuring high‑quality service delivery, client satisfaction and alignment with corporate policies.

Key responsibilities

• Manage performance of team leaders and their representatives to meet client quality and performance standards.
• Maintain optimum productivity and service level goals, monitoring and reporting call‑centre metrics.
• Develop and coach team leads to achieve top performance and handle escalations.
• Oversee day‑to‑day account management, staffing, hiring and attendance monitoring.
• Identify and resolve performance, behavior or attendance issues using prescribed management techniques.
• Hold regular team meetings and communicate process or client changes within required timelines.

Required profile

• Up‑to‑date management skills with strong understanding of employee motivation and key performance indicators.
• Ability to analyze reports, solve problems independently and make fast, high‑quality decisions.
• Professionalism, results‑driven attitude and capability to motivate others to meet organizational goals.
• Flexibility to work varying schedules, including graveyard or shift work.