Job Description

COMPANY INTRODUCTION iServeU is a modern banking infrastructure provider in APAC region, empowering financial enterprises with embedded fintech solutions for their customers. iServeU is one of the few certified partners with National Payment Corporation of India (NPCI), VISA for various products. iServeU also provides a cloud-native, micro services-enabled, distributed platform with over 5000 possible product configurations with a low code/no code interface to banks, NBFCs, Fintech, and other regulated entities. o We process around 2500 transactions per second by levering distributed & auto scale technology like K8. o Our core platform combines of 1200+ micro services. o Our customer list includes Fintech start-ups, top tier private banks to PSU bank. We operate in five countries and help customers constantly change the way financial institutions operate and innovate. o Our solutions currently empowers over 20 banks and 250+ enterprises across India and abroad. o Our platform seamlessly manages the entire transaction lifecycle, including withdrawals, deposits, transfers, payments, and lending through various channels like digital, branch, agents. Our team of 500+ employees, with over 80% in technology roles is spread across offices in Bhubaneswar, Bangalore and Delhi. We have raised $8 million in funding to support our growth and innovation. For more details visit: www.iserveu.in Job Title: Operations Manager- Client Escalations & Query Resolution Location: Bhubaneswar Department: Customer Success Employment Type: Full-Time We are looking for a proactive and detail-oriented Operations Manager to take ownership of client escalations and ensure end-to-end resolution of customer and partner queries. This role is critical in bridging communication across internal teams such as warehouse operations, supply chain, and customer support, and ensuring that service-level expectations are consistently met. The ideal candidate will be highly organized, an excellent communicator, and experienced in managing operational escalations in a fast-paced environment. This role plays a key part in ensuring a seamless customer experience and strengthening client relationships. Key Responsibilities: Client Escalation Management Serve as the primary point of contact for all escalated operational issues from clients and internal stakeholders. Ensure end-to-end resolution of customer queries, maintaining ownership from initiation to closure. Identify and analyze recurring issues, and work cross-functionally to implement long term corrective actions. Maintain escalation trackers, reports, and communication logs. Cross-Functional Coordination Coordinate with warehouse, logistics, call centre, and support teams to resolve service delays and bottlenecks. Drive alignment meetings and track action items across departments for timely issue resolution. Ensure adherence to SLA and TAT metrics for escalated cases. Process Improvement & Reporting Define, implement, and continuously improve escalation SOPs and communication workflows. Track and report escalation trends, issue resolution performance, and customer satisfaction indicators. Present regular updates to leadership on escalations, risks, and preventive measures. Customer Relationship Management Work directly with key clients to build trust, manage expectations, and provide resolution updates. Support client review meetings and act as the operational SPOC during critical issues. Enhance client experience by ensuring clear, consistent, and timely communication. Team Enablement & Support Assist internal teams with tools, knowledge, and guidance to improve first-call resolution. Conduct training and onboarding sessions related to escalation handling, documentation, and communication. Requirements Qualifications & Skills: o Bachelor's degree in Business Administration, Operations, or related field (MBA preferred). o 5-8 years of relevant experience in operations, client support, or escalation management. o Exceptional communication and interpersonal skills. o Strong problem-solving skills with a customer-first mindset. o Proficiency in CRM/ticketing systems, Excel, dashboards, and reporting tools. Desirable Prior Experience (Mandatory for Application Consideration): Candidates should have prior experience in roles such as: Escalation Manager / Client Support Manager / Service Delivery Manager in a B2B or enterprise account setup. Operations Manager in fintech, logistics, warehousing, or supply chain environments where they handled client complaints/escalations. Please do not apply if you have not handled client escalations, coordinated across departments, or owned query resolution workflows Preferred Attributes: Experience handling B2B client relationships and managing enterprise-level escalations. Ability to remain calm under pressure, manage multiple priorities, and drive issues to closure. A self-starter who thrives in cross-functional environments and is comfortable working with ambiguity