Website:
fynro.in
Job details:
About Fynro
Fynro is building India's most trusted, technology-first wealth management platform. We combine cutting-edge technology with human expertise to simplify personal finance and help millions of Indians make better financial decisions.
What You'll Do
As the Manager – Customer Delight & Service Excellence, you'll own the performance of our customer operations partners and play a critical role in delivering an exceptional customer experience. You'll work closely with internal teams and external partners to improve operational efficiency, strengthen governance, and build processes that scale with the business.
Key Responsibilities
- Own end-to-end partner operations, ensuring best-in-class service delivery across all assigned vendor partners.
- Drive operational excellence by monitoring partner performance, identifying gaps, and implementing sustainable improvement initiatives.
- Lead the resolution of customer and service management escalations, ensuring timely closure and superior customer outcomes.
- Own key customer experience metrics including CSAT, SLA adherence, response quality, productivity, and turnaround times.
- Monitor and reduce operational leakages such as invalid refunds through audits, root cause analysis, and preventive controls.
- Build strong partnerships with vendor leadership to improve quality, efficiency, and customer satisfaction.
- Establish robust governance through weekly and monthly business reviews, performance scorecards, KPI tracking, and action plans.
- Analyze operational data to identify trends, improve processes, and drive continuous performance improvements.
- Collaborate with Customer Success, Operations, Product, Risk, Finance, and other cross-functional teams to resolve business-critical issues.
- Visit partner locations periodically to review operations, coach teams, and ensure consistent execution of Fynro's service standards.
- Continuously challenge existing processes and build scalable operating models that support Fynro's rapid growth.
What We're Looking For
Qualifications
- Bachelor's degree in any discipline.
- MBA or equivalent qualification is an advantage but not mandatory.
Experience
- 6–10 years of experience in Customer Operations, Vendor Management, BPO, FinTech, E-commerce, Quick Commerce, or other high-growth service businesses.
- Proven experience managing customer operations partners and driving operational excellence.
You'll Succeed If You Have
- Strong experience managing partner performance, customer escalations, and service delivery.
- Deep understanding of operational metrics including CSAT, SLA, AHT, Productivity, Quality, Shrinkage, and Utilization.
- A data-driven approach to identifying problems, making decisions, and improving business performance.
- Excellent stakeholder management skills with the ability to influence both internal and external teams.
- Strong analytical thinking and structured problem-solving capabilities.
- Outstanding communication skills and the confidence to work with senior stakeholders.
- High ownership, bias for action, and an execution-first mindset.
- Comfort working in ambiguity and building processes that scale in a fast-growing startup environment.
Why Join Fynro?
- Build and scale operations at one of India's fastest-growing fintech startups.
- Work directly with experienced founders and business leaders.
- Make a visible impact on customer experience and business growth.
- Enjoy a high-ownership culture where great ideas are implemented quickly.
- Be part of a team that's redefining how Indians experience wealth management.
If you're excited by the opportunity to build, innovate, and create meaningful customer impact, we'd love to hear from you.
Click on Apply to know more.
