Senior Manager, Customer Operations

We're looking for motivated and goal-driven individuals who share our passion for delivering excellence and creating solutions that make a difference. The reward is a fun, flexible and creative environment with ample opportunities for professional and personal growth. If you love the bswift values of pursue excellence, embrace accountability, deliver superior service, and be a great place to work, we want to hear from you!

This is an in-office role in our Bangalore captive. The working hours for the team you oversee will be in the range of 10:30am – 7:30pm IST, Monday through Friday. At times, you may also be expected to collaborate with U.S colleagues after the standard shift.

WHAT YOU'LL DO

The Senior Manager, Customer Operations will oversee Operations of multiple high-volume transaction processing teams and is a key member of the leadership team, responsible for driving excellence in KPIs including timeliness, accuracy and productivity in a fast-paced and growing business. This leader will ensure seamless integration of execution across global business operations, optimize performance, and deliver high-impact solutions that support growth, compliance, and client satisfaction. This leader will have a span of control of 80-120 teammates. This role is in our Bangalore, Karnataka, India location and requires in-office work.

WHAT YOU WILL BE RESPONSIBLE FOR (Essential Functions):

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Strategic Leadership

• Define and lead the vision for operations delivery across multiple functions, aligning with organizational goals.
• Partner cross-functionally with IT, Product, Compliance, and Business Operations to drive strategic initiatives.
• Develop performance metrics, KPIs, and SLAs to track operational success and continuously improve outcomes.
• Serve as an internal change agent, promoting innovation and scalable process improvements.
• Foster a people-first culture with strong focus on team member engagement, coaching, career growth, and conflict resolution to maintain a highly motivated workforce
• Recruit, attract and retain key talent to grow Operations organization by up to 25% YOY
• Partner with U.S. counterparts of similar levels to ensure a seamless and unified delivery model irrespective of geography.

Delivery Oversight

• Oversee the planning, development, and execution of initiatives and integrations with clients, vendors, and internal systems.
• Ensure compliance with industry standards and data security requirements.
• Lead a team of managers, team leads and support staff, ensuring timely and accurate work product.
• Continuously assess priorities and adapt to unique and rapidly evolving customer expectations
• Create and refine governance protocols, reporting and strategic goals in the pursuit of service excellence and continuous improvement.

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

• 10+ years of progressive experience in operations, BPO, tech + service, implementation or service delivery leadership.
• Proven experience managing large-scale operational transformation initiatives.
• Strong understanding of six sigma principles.
• Demonstrated ability to lead cross-functional teams in a fast-paced, high-growth environment.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor's degree in Business, Information Systems, or related field; MBA or equivalent preferred.
• Proficiency in PowerPoint and Excel.

NICE TO HAVE (Preferred education and experience):

• Familiarity with workflow software platforms (e.g., Salesforce, ServiceNow).
• Knowledge of regulatory and compliance frameworks (e.g., HIPAA, GDPR).
• Benefits administration outsourcing experience
• Ability to travel to U.S. periodically, if needed

OTHER DUTIES

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.