Lead a team of Analysts and Senior Analysts across shifts.· Set targets, monitor KPIs, and ensure SLA adherence.· Drive process improvements and training initiatives.· Handle merchant escalations and critical incident responses.· Interface with product and compliance teams for issue resolution.· Conduct regular 1-on-1s, appraisals, and coaching.
Requirements· Bachelor’s degree; preference for Finance, Business, or Tech domains.· 6+ years of customer support experience, with 2+ years in leadership.· Expertise in U.S. fintech or banking domain preferred.· Proficiency in reporting tools and workforce management.· Strong decision-making, communication, and leadership skills.This position requires a 6-day work schedule. Monday to Friday will be Work-From-Office (WFO), while Saturday or Sunday will be Work-From-Home (WFH). The 6th-day working will be compensated as per company guidelines.
Benefits
- One Complimentary Meal per Day
- Internet Reimbursement
- Gym Reimbursement
- Group Medical Insurance
- Mental Health support benefits
- Relocation Assistance (if Applicable)
Pay: ₹800,000.00 - ₹1,000,000.00 per year
Benefits:
- Flexible schedule
- Health insurance
- Internet reimbursement
Work Location: In person
