Senior Manager

1 day ago

Mohali, Punjab, India crescendo global Full time ₹ 5,00,000 - ₹ 15,00,000 per year
Job Description

Position: Senior Manager - Customer Support - Night Shift - Fintech
Experience Required: 8 Years
Location: Mohali, Punjab (India)
Discipline: Customer Service
Job Type: Permanent
Contact Name: Vasu Joshi
Contact Email:
Job Ref: 79739
Published: About 7 hours ago

About the Role

Exciting opportunity for a high-performing professional to lead night shift operations at a fast-growing fin-tech IT solutions company. The role demands strong leadership in customer support, proven expertise in fin-tech/BPO operations, and the ability to drive client satisfaction and operational excellence.

Your Future Employer

A global fin-tech IT solutions provider with offices in India, UK, and Seychelles, serving clients across 110 countries. The organization fosters a start-up culture with a flat hierarchy, offering performance-driven growth opportunities.

Responsibilities
  • Lead and mentor a team of support leads, quality analysts, and frontline agents.
  • Ensure SLAs, TATs, and CSAT/NPS metrics are consistently achieved.
  • Act as senior escalation point during the night shift, resolving client-critical issues.
  • Monitor performance dashboards to track productivity, resolution times, and quality.
  • Ensure compliance with fintech regulations (PCI DSS, GDPR, RBI/SEBI).
  • Collaborate cross-functionally with product, risk, compliance, and engineering teams.
  • Drive process improvements, automation, and continuous optimization.
Requirements
  • Bachelors degree in Business, Finance, IT (MBA preferred).
  • 8-12 years in customer support/service delivery, with 35 years managing night shifts.
  • Experience in fintech or BPO operations supporting global clients.
  • Strong leadership with ability to manage large teams (30 members) across channels (voice, chat, email, social).
  • Excellent communication and stakeholder management skills.
  • ITIL, Six Sigma, COPC certifications and fintech regulatory knowledge a plus.
  • Flexibility to work full-time night shifts, including weekends/holidays for escalations.
What is in it for you
  • Competitive salary and performance-based bonuses.
  • Medical insurance coverage.
  • Fast-paced, innovation-driven culture.
  • Learning and career growth opportunities in the global fintech domain.
Reach Us

If you think this role is aligned with your career, kindly write me an email along with your updated CV on for a confidential discussion on the role.

Disclaimer

Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging and memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Note: We receive a lot of applications daily; if you dont hear back within a week, please assume your profile has not been shortlisted. Your patience is highly appreciated.

Scam Alert

Scammers may misuse Crescendo Globals name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo- and report fraud immediately. Stay alert

Profile Keywords: Senior Manager Jobs, Client Support Jobs, Night Shift Jobs, Fintech Jobs, Mohali Jobs, BPO Manager Jobs, Service Delivery Jobs, Escalation Manager Jobs, Quality & Compliance Jobs, Team Leadership Jobs

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