Urgent hiring for the Senior Manager Client Support profile for Mohali location

13 hours ago

Mohali, Punjab, India TandA HR Solutions Full time ₹ 12,00,000 - ₹ 36,00,000 per year
Job Description

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

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
  • 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.
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.
JobOpenings #Hiring #JobSearch #NowHiring #CareerOpportunity #Employment #JobOpportunity #JobListing #JobPosting #JobAlert #Recruitment

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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