Senior Manager Operations – Call Center (Fintech/BPO)

Abacus is seeking a highly experienced Senior Manager Operations with strong fintech and financial services contact center experience to lead large-scale, high-volume operations. This role is critical to ensuring secure, compliant, and high-quality service delivery across customer-facing fintech support environments.

Key Responsibilities

• Lead end-to-end contact center operations supporting fintech, digital banking, payments, or financial services customers across voice and digital channels.
• Ensure consistent achievement of SLAs, KPIs, CSAT, quality, and regulatory compliance standards (KYC, AML, data security).
• Manage Operations Managers, Team Leads, and cross-functional support teams (QA, WFM, Training).
• Drive workforce planning, productivity optimization, and performance management in high-volume environments.
• Act as a senior escalation point for clients, regulators (where applicable), and internal stakeholders.
• Lead continuous improvement and automation initiatives to enhance efficiency, risk control, and customer experience.
• Ensure strict adherence to data privacy, fraud prevention, and information security policies.

Requirements

• Bachelor’s degree (Master’s preferred).
• 7–10+ years of experience in fintech, digital banking, financial services BPO, or regulated contact center operations.
• Strong exposure to SLA-driven, compliance-heavy customer support environments.
• Proven leadership experience managing large, multi-layered operational teams.
• Solid understanding of financial products, customer verification processes, dispute handling, and transaction support.
• Excellent communication, analytical, and stakeholder management skills.

Benefits

• 2 Days Off per Week
• EOBI
• Medical & Life Insurance (IPD + OPD)
• Annual, Casual & Sick Leaves
• Performance-Based Annual Increment
• Ramadan Bonus
• Fuel Allowance
• Provident Fund

Job Type: Full-time

Pay: Rs250,000.00 - Rs300,000.00 per month

Work Location: In person