Website:
ibt.global
Job details:
The Team Leader – FinTech Customer Service Transformation is responsible for leading operational excellence, AI-readiness, customer experience improvement, and service transformation initiatives across a leading fintech customer service operations. The role combines operational leadership, process optimization, data-driven decision making, AI enablement, stakeholder management and service quality governance to ensure scalable, compliant and customer-centric support operations.
This position plays a critical role in delivering Customer Service transformation agenda, including AI-powered service delivery, in-app self-service enablement, KPI governance, operational efficiency, regulatory alignment, and customer trust enhancement.
1. Customer Service Operations Leadership
· Lead day-to-day customer service operations across FinTech support functions.
· Manage and coach agents to achieve SLA, FCR, CSAT, and quality targets.
· Monitor operational performance and ensure consistent service delivery standards.
· Drive escalation management and resolution governance.
· Ensure adherence to operational procedures, compliance requirements, and customer communication standards.
2. AI & Digital Service Transformation
· Support implementation of AI-powered customer service initiatives and automation programs.
· Lead operational readiness for AI-assisted support, chatbot escalation flows, and autonomous resolution models.
· Collaborate with Product, Tech, and AI teams to improve AI deflection and self-service effectiveness.
· Support mapping and optimization of AI-eligible customer intents and workflows.
· Ensure smooth human-to-AI and AI-to-human escalation processes.
3. Process Improvement & Service Design
· Identify operational inefficiencies, customer pain points, and service gaps.
· Lead continuous improvement initiatives to enhance customer experience and operational scalability.
· Support process redesign initiatives for onboarding, payments, KYC, AML, complaints, and dispute handling.
· Ensure SOPs, workflows, playbooks, and operational documentation remain upd ated and aligned with business needs.
· Drive root-cause analysis and corrective action planning for recurring customer issues.
4. Performance Management & Reporting
· Monitor and analyze key customer service KPIs including SLA, FCR, CSAT, AHT, Repeat Contact Rate, AI Deflection, Social Media Escalations, Churn Indicators, NPS, and Cost-to-Serve.
· Prepare operational dashboards, leadership reports, and performance insights.
· Use data to recommend improvements and operational decisions.
· Track delivery impact of transformation initiatives and process changes.
5. Quality Assurance & Governance
· Ensure all operational changes, workflows, and customer journeys are validated before implementation.
· Support UAT execution and operational readiness testing.
· Monitor quality adherence, escalation handling, and customer communication standards.
· Ensure audit readiness and compliance evidence are maintained.
· Support governance related to AML, KYC, SANADAK, data privacy, and regulatory requirements.
6. Stakeholder Collaboration
· Work closely with Customer Service, Product, Technology, Operations, Risk, Compliance, and AI teams.
· Participate in requirement workshops, operational reviews, and transformation planning sessions.
· Translate operational challenges into actionable improvement initiatives.
· Support leadership decision-making through operational insights and recommendations.
Key Deliverables / Success Metrics
· SLA achievement targets
· FCR improvement
· CSAT & NPS performance
· Reduction in repeat contacts
· AI deflection contribution
· Social media escalation reduction
· Operational quality adherence
· Escalation resolution efficiency
· Compliance adherence
· Process improvement implementation
· Team productivity and engagement
· Successful delivery of transformation initiatives
Required Qualifications
Bachelor’s degree in Business Administration, Operations, Technology, Finance, or related field.
Certifications in Customer Experience, Lean Six Sigma, Agile, ITIL, or Project Management are advantageous.
Experience Required
· 4–5 years of experience in Customer Service Operations, FinTech, Digital Banking, or Contact Center leadership.
· Experience managing customer service teams in high-volume environments.
· Strong understanding of FinTech customer journeys and digital support models.
· Experience working with CRM systems, AI support tools, and operational reporting platforms.
· Experience in process improvement and operational transformation initiatives.
· Exposure to regulated environments including KYC, AML, or financial dispute handling is preferred.
Skills & Competencies
Leadership & Operational Skills
· Team leadership and coaching
· Performance management
· Escalation handling
· Decision-making
· Cross-functional collaboration
Technical & Analytical Skills
· KPI reporting and dashboard analysis
· Process mapping and workflow optimization
· AI and automation readiness
· Data-driven problem solving
· UAT and operational validation
Communication Skills
· Stakeholder management
· Presentation and reporting
· Workshop facilitation
· Customer-centric communication
Personal Attributes
· Proactive and solution-oriented
· Highly organized
· Customer obsessed
· Adaptable in fast-paced environments
· Strong ownership mindset
Preferred Systems Knowledge
· Freshdesk
· Ziwo
· CRM platforms
· AI chatbot / automation platforms
· Knowledge Base & Help Centre systems
· Reporting & analytics tools
· FinTech operational systems
Location: Ahmedabad, Gujarath, India
Salary :60,000 INR Per Month
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