Manager- Customer Service

Role Summary

Strategy & Insights (CSM Level)

• 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 (e.g. remittance status checks, escalations, repeat contacts)
• Own and contribute to Voice of Customer (VoC) insights, highlighting recurring customer pain points and improvement opportunities
• Provide structured, insight-led updates to the Head of Customer Service and senior stakeholders.

Operational Service Delivery

• 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, responsiveness, and service stability
• Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action where required
• Manage escalations, including coordination with internal teams and third-party partners
• Lead and participate in daily stand-ups to track performance, risks, and priorities

Capacity Planning & Workforce Management

• Track service demand versus available capacity by channel and product
• Identify capacity gaps and support short-term and medium-term workforce planning
• Monitor agent productivity, utilisation, and adherence
• Support SLA and KPI discussions with outsourced partners using data-backed insights

CRM & Process Discipline

• Ensure consistent and accurate use of the CRM, including: a) Ticket logging and categorisation b) Status updates and escalation handling c) Routing and workflow adherence
• Maintain strong data hygiene to support reliable reporting and analysis
• Identify process inefficiencies or system gaps based on hands-on operational experience

People Leadership & Team Enablement

• Provide hands-on coaching and real-time guidance to agents and team leads
• Reinforce service quality standards, communication best practices, and escalation protocols
• Act as a first point of support for complex or sensitive customer cases
• Foster a culture of accountability, continuous improvement, and customer focus

Requirements

• 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 Desirable.
• 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. Success Measures
• Improved SLA, FCR, CSAT, and abandonment performance
• Reduced backlog and ageing tickets.
• Clear, actionable RCA and VoC insights influencing operational improvements.
• Stable and predictable day-to-day service delivery.
• Improved agent productivity and consistency