Up Operation manager Jobs – 285 Open Jobs Today

Lead - Customer Operations & Support (L2)
Qode —Mainpuri District, Uttar Pradesh
- Full-time
- Salesforce
- Master's degree
- Analysis skills
Quick apply
4d
Production Manager
Kohinoor Impex —Noida, Uttar Pradesh
- ₹40,000 - ₹60,000 a month
- Full-time
- In-person
- Manufacturing
- Communication skills
- Paid time off
Quick apply
Operations Manager
zunpulse —Gorakhpur, Uttar Pradesh
- ₹3,00,000 - ₹3,80,000 a year
- Full-time
- Supervising experience
- In-person
- Health insurance
- Life insurance
Quick apply
Operation Supervisor
Sankalp Recreation Pvt Ltd —Chhata, Uttar Pradesh
- From ₹15,000 a month
- Full-time
- Microsoft Excel
- ERP systems
- Microsoft Office
Quick apply
Operations Manager
DACBY Technologies Private Limited —Noida Sector 45, Noida, Uttar Pradesh
- ₹25,000 - ₹40,000 a month
- Full-time
- Microsoft Office
- In-person
Quick apply
Operations Supervisor
Stemz Healthcare —Lucknow, Uttar Pradesh
- Up to ₹5,00,000 a year
- Full-time
- Microsoft Powerpoint
- Customer service
- Microsoft Office
Quick apply
Team Leader - Operations
Sone vally infrastructure pvt ltd —Varanasi, Uttar Pradesh
- From ₹20,000 a month
- Full-time
- Analysis skills
- Project management
- Software development
- Flexible schedule
- Paid sick time
Quick apply
Production Manager (Dry syrup)
Novasun Pharmaceutical Solutions Pvt. Ltd —Muzaffarnagar, Uttar Pradesh
- ₹60,310.45 - ₹90,311.97 a month
- Full-time
- ERP systems
- Bachelor's degree
- In-person
- Health insurance
- Cell phone reimbursement
Quick apply
Operations Supervisor
Stemz Healthcare Pvt. Ltd. —Lucknow, Uttar Pradesh
- ₹35,000 - ₹40,000 a month
- Full-time
- Management
- Microsoft Office
- Administrative experience
Quick apply
Manager – Compliance & Corporate Operations
Digital International Intermesh Pvt Ltd —Noida, Uttar Pradesh
- Up to ₹12,00,000 a year
- Full-time
- English
- Microsoft Office
- In-person
Quick apply
Group Operations Manager - Service Delivery Management
HCLTech —Noida, Uttar Pradesh
- Oracle
- PMP
- Master's degree
PRODUCTION MANAGER - Garment Export House & Sports Goods
K.L.Mahajan & Sons —Meerut, Uttar Pradesh
- ₹30,000 - ₹45,000 a month
- Full-time
- Microsoft Excel
- Bachelor's degree
- In-person
- Cell phone reimbursement
Quick apply
Production Manager (Transformers Experience)
ELECON CONDUCTORS (P) LTD. —Partapur, Meerut, Uttar Pradesh
- ₹25,000 - ₹40,000 a month
- Full-time
- Management
- Electrical experience
- Bachelor's degree
Quick apply
Cloud Operation Manager
i2k2 Networks —Noida, Uttar Pradesh
- Full-time
- Azure
- Management
- DevOps
- Flexible schedule
Operations Manager (BPO Experience) - Technical Support
Assistara Global Services Pvt. Ltd. —Noida, Uttar Pradesh
- Up to ₹20,00,000 a year
- Full-time
- Microsoft Excel
- Management
- Master's degree
- Health insurance
Quick apply
9d
Custom Clearance Operation Manager (Only G-Card Holder)
Sevenseas Supplychain Solutions Pvt Ltd —Noida, Uttar Pradesh
- ₹25,000 - ₹40,000 a month
- Full-time
- English
- Microsoft Office
- Analysis skills
- Health insurance
- Paid time off
Quick apply
Assistant Facility Manager
Panchsheel Group —Greater Noida, Uttar Pradesh
- ₹30,000 - ₹35,000 a month
- Full-time
- Schematics
- English
- Electrical experience
Quick apply
1d
Senior Manager, Infrastructure Operations
Distro —Noida, Uttar Pradesh
- Full-time
- Hybrid work
- Azure
- Computer Science
- Software troubleshooting
- Health insurance
Quick apply
1d
HR Manager - Talent Acquisition & People Operations
SERP Forge —Noida, Uttar Pradesh
- From ₹40,000 a month
- Full-time
- Hybrid work
- Human resources
- Communication skills
- Paid time off
- Work from home
Quick apply
Senior Manager – Operations
Vishay —Loni, Uttar Pradesh
- Management
- ERP systems
- Master's degree

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Lead - Customer Operations & Support (L2)

Qode -
Mainpuri District, Uttar Pradesh

Quick apply

Job details

Full-time
4 days ago

Qualifications

Six Sigma Certification
Salesforce
Master's degree
Analysis skills
Quality assurance
Bachelor's degree
Zendesk
Customer support
Business Administration
AI
MBA
Leadership
Communication skills
Banking
Help desk
Analytics

Full job description

About the role

We are looking for an empathetic yet operationally sharp Lead – Customer Operations & Support (L2) to own the complete post-L1 support and grievance redressal function for both consumers and merchants on our RBI-licensed Payment Aggregator (PA) and Prepaid Payment Instruments (PPI) platform. You will manage a multi-channel team covering escalation handling, ombudsman response, the nodal officer cell, and complaint analytics—ensuring our grievance framework is fully RBI-compliant and consistently excellent. This is a pivotal role connecting customer experience, regulatory obligations, and operational rigour.

What you'll do

Contact Centre & Multi-Channel Support

Oversee the contact centre operation across all channels—FAQ/AI-based self-service, email support, phone, and portal—ensuring consistent service quality and efficient first-contact resolution.

Define routing logic, staffing models, and channel-specific SLAs; drive adoption of AI/bot-based resolution to reduce agent-handled volume.

Monitor contact centre KPIs (AHT, FCR, CSAT, abandonment rate) and drive continuous performance improvement.

L2 Escalation Desk

Own all L2 escalations from end-consumers and merchants—covering failed transactions, delayed refunds, account issues, PPI wallet queries, account blocking/unblocking, and disputed charges.

Define escalation criteria, routing logic, and resolution SOPs to ensure no ticket stays unresolved beyond RBI-mandated turnaround times.

Liaise with Payment Operations, Merchant Operations, PPI Customer Operations, and Technology teams to resolve complex cross-functional issues efficiently.

Maintain and improve L2 support queues ensuring fair load distribution and SLA adherence.

Ombudsman Response Team & Nodal Officer Cell

Manage the RBI Ombudsman response function—ensuring all ombudsman complaints are acknowledged, investigated, and responded to within prescribed timelines with evidence-backed replies.

Oversee the Nodal Officer cell—maintaining the designated Nodal Officer's case register, tracking resolution timelines, and ensuring compliance with RBI's nodal officer framework for payment system operators.

Ensure the grievance redressal mechanism is fully compliant with RBI guidelines—including Nodal Officer designation, defined TATs, acknowledgement protocols, and escalation to the RBI Ombudsman for unresolved complaints.

Maintain and publish grievance data as required by RBI (monthly/quarterly reports, website disclosures).

Complaint Analytics

Build and maintain a complaint analytics framework—tracking complaint volumes, categories, root causes, resolution rates, re-open rates, and repeat complainants across all channels.

Produce regular complaint trend reports for senior management; identify systemic issues and collaborate with product, tech, and operations teams to drive preventive fixes.

Use complaint data to benchmark the organisation's grievance performance against RBI expectations and industry peers; flag risks proactively.

Quality Assurance & Knowledge Management

Implement a quality assurance framework for L2 support—including ticket audits, call reviews, and agent scorecards.

Track CSAT, NPS, first-contact resolution (FCR), average handling time (AHT), and reopen rates; use insights to drive improvements.

Build and maintain a comprehensive knowledge base and escalation playbook for all support tiers.

Team Leadership & Reporting

Lead, coach, and develop the support team—setting performance benchmarks, conducting regular reviews, and driving skill development.

Produce weekly and monthly support performance reports covering volume trends, resolution rates, escalation patterns, CSAT scores, and ombudsman case status.

Foster a customer-first, compliance-aware culture across all support tiers.

What we're looking for

Bachelor's degree in any discipline; MBA or equivalent is a plus.

6–8 years of experience in customer support or operations, with at least 3 years managing a multi-channel L2 or escalations team in a fintech, payments, or banking environment.

Working knowledge of RBI's grievance redressal framework for payment system operators, including Nodal Officer obligations and RBI Ombudsman processes.

Experience managing or contributing to an ombudsman response function or nodal officer cell.

Experience with helpdesk platforms such as Freshdesk, Zendesk, or Salesforce Service Cloud.

Strong analytical skills to build complaint analytics dashboards and translate data into actionable improvements.

Excellent written communication skills; ability to draft regulatory-quality grievance responses for ombudsman cases.

Nice to have

Prior experience handling RBI Ombudsman or CPGRAMS complaints in a PA, PPI, or bank context.

Familiarity with AI/chatbot platforms used for contact centre automation.

Familiarity with PPI wallet operations, including KYC upgrade flows, wallet load/withdrawal queries, and expiry issues.

COPC or Six Sigma certification in customer operations quality.

Quick apply

Refine Your Search

operation manager jobs in up

Lead - Customer Operations & Support (L2)

Production Manager

Operations Manager

Operation Supervisor

Operations Manager

Operations Supervisor

Team Leader - Operations

Production Manager (Dry syrup)

Operations Supervisor

Manager – Compliance & Corporate Operations

Group Operations Manager - Service Delivery Management

PRODUCTION MANAGER - Garment Export House & Sports Goods

Production Manager (Transformers Experience)

Cloud Operation Manager

Operations Manager (BPO Experience) - Technical Support

Custom Clearance Operation Manager (Only G-Card Holder)

Assistant Facility Manager

Senior Manager, Infrastructure Operations

HR Manager - Talent Acquisition & People Operations

Senior Manager – Operations

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