Job Description

AlgoMill (AGM) IT Solutions is one of the India's leading Fintech Companies with clients in over 110 countries. We provide latest Technology based scalable software solutions to Global Financial corporations. With decades of management level experience in the Financial Services industry, we understand our client's business and what they require to be successful. We have offices in India, UK and Seychelles, and we are strong and growing team of likeminded highly qualified professionals. We foster a start-up culture in a flat structure organization where every individual is directly responsible for his or her own performance. We are looking for highly energetic individuals who strive to deliver performance and can work beyond the simple scope of their basic responsibilities. Successful candidates are paid compensation, which is at par or above industry standards, along with additional performance-based bonus.

Role Summary:

We are looking for a high-performing

Senior Manager - Client Support

to lead our night shift operations, ensuring world-class service delivery across our fintech global clients.The ideal candidate will bring strong leadership capabilities, domain expertise in fintech or BPO operations, and a proven ability to drive performance, client satisfaction, and operational excellence during non-standard business hours.

Key Responsibilities:

Team Management: Lead, coach, and manage a team of support leads, quality analysts, and frontline agents handling inbound/outbound queries during the night shift.

Service Delivery: Ensure service level agreements (SLAs), turnaround times (TATs), and customer satisfaction metrics (CSAT/NPS) are consistently met or exceeded.

Client Escalations: Act as the senior point of contact for escalated client issues during the night shift; resolve critical incidents with urgency and professionalism.

Performance Monitoring: Utilize dashboards and analytics to monitor agent productivity, ticket resolution times, and customer satisfaction scores.

Compliance: Ensure that all customer interactions adhere to regulatory requirements such as PCI DSS, GDPR, RBI/SEBI (for fintech), and internal quality standards.

Continuous Improvement: Identify and drive opportunities for process improvements, automation, and support optimization.

Collaboration: Work closely with cross-functional teams including product, risk, compliance, and engineering to ensure end-to-end client issue resolution.

Required Qualifications:

Bachelor's degree in Business, Finance, IT, or related discipline; MBA preferred.

8-12 years of experience in customer support/service delivery, with at least 3-5 years in a managerial role handling night shift operations.

Experience in fintech domain or BPO setup supporting global fintech clients is highly desirable.

Strong analytical, reporting, and people management skills.

Ability to manage large teams (30+ members) across multiple support channels (voice, email, chat, social).

Excellent Communication Skills

Willingness to work full-time night shifts and be available for weekend/holiday escalations as needed.

Preferred Skills & Certifications:

ITIL, Six Sigma, or COPC certifications are a strong plus.

Knowledge of fintech regulations such as PCI DSS, AML/KYC, RBI/SEBI guidelines.

Experience in leading client onboarding or transitions in a BPO or shared services environment.

What We Offer:

Competitive salary + Performance bonuses.

Medical insurance

A fast-growing, innovation-driven work environment.

Learning & career growth opportunities in the fintech support space.

Job Type: Full-time

Pay: ₹1,000,000.00 - ₹1,400,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person