Urgent hiring for the Senior Manager Client Support profile for Mohali location
13 hours ago
Posted on: September 29, 2025
Designation: Senior Manager Client Support
Location: Mohali
Experience: 8-12 Years
Salary: (Depends on Exp and Interview)
Gender: Any
Qualification: Bachelor's degree in Business, Finance, IT, or related discipline; MBA preferred.
Skills: Knowledge of fintech regulations such as PCI DSS, AML/KYC, RBI/SEBI guidelines.
Target Industry: Any
- 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.
- Bachelors degree in Business, Finance, IT, or related discipline; MBA preferred.
- 812 years of experience in customer support/service delivery, with at least 35 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.
- 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.
- Competitive salary Performance bonuses.
- Medical insurance.
- A fast-growing, innovation-driven work environment.
- Learning & career growth opportunities in the fintech support space.
If interested, kindly forward your updated CV to or call We will really appreciate it if you forward this position to your colleagues or friends.
Location: Mohali
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