Manager - Customer Service

Responsibilities

• Analyse customer service performance metrics including SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts
• Identify trends and drivers behind performance movements and translate them into clear operational actions
• Lead root cause analysis (RCA) for key issue types
• Own and contribute to Voice of Customer (VoC) insights
• Manage day-to-day customer service operations across voice, tickets, email, and in-app support channels
• Oversee high-volume call centre operations, ensuring queue health and service stability
• Track service demand versus available capacity by channel and product
• Ensure consistent and accurate use of the CRM
• Provide hands-on coaching and real-time guidance to agents and team leads
• Foster a culture of accountability and continuous improvement

Requirements

• 8-10 years of work experience
• Proven experience managing high-volume call centre and digital support operations, ideally within fintech, banking, or financial services
• Strong data and analytical skills, with the ability to interpret performance metrics and drive actions
• Hands-on experience with CRM systems (ticketing, routing, reporting)
• Experience leading RCA and VoC analysis to drive service and process improvements
• Strong stakeholder management skills, including collaboration with Product, Tech, Risk, and outsourced partners
• Ability to operate effectively in a fast-paced, regulated environment

Preferred Qualifications

• Experience working with outsourced BPO partners
• Exposure to fintech products such as payments, wallets, lending, or merchant services
• Understanding of regulatory and compliance considerations in customer service operations