Senior Manager – Operations (FinTech Account)

Role Overview

The Senior Manager – Operations will lead end-to-end service delivery for a high-volume FinTech account within a BPO environment. This role is responsible for driving operational excellence, client satisfaction, financial performance, and continuous improvement while ensuring compliance with financial regulations and industry standards.

Key Responsibilities

1. Operations Management

· Oversee daily operations across multiple teams supporting FinTech

· Ensure consistent achievement of SLAs, KPIs, and productivity targets

· Drive process optimization and automation initiatives

2. Client & Stakeholder Management

· Act as primary point of contact for client stakeholders

· Lead business reviews (WBRs, MBRs, QBRs) with data-driven insights

· Build strong client relationships and identify upsell / expansion opportunities

3. Financial & Commercial Management

· Manage P&L for the account, including revenue, cost, and margin optimization

· Drive headcount planning, budgeting, and forecasting

· Identify cost-saving initiatives without impacting service quality

4. People Leadership

· Lead and develop Operations Managers, Team Leaders, and support functions

· Drive employee engagement, retention, and leadership development programs

· Build succession planning and talent pipeline

5. Risk, Compliance & Governance

· Ensure adherence to FinTech regulatory requirements (e.g., AML, KYC, data privacy)

· Maintain audit readiness and compliance with internal and external standards

· Drive risk mitigation strategies and incident management

6. Continuous Improvement & Transformation

· Champion Lean, Six Sigma, and automation initiatives

· Implement digital tools and analytics to improve performance

· Lead transformation projects aligned with client and organizational goals

Qualifications:

· Bachelor's degree required; MBA preferred

· 10 years of BPO experience, with at least 5+ years in a leadership role

· Proven experience managing FinTech / Financial Services accounts

· Strong knowledge of payments, fraud, KYC, AML, and compliance frameworks

· Demonstrated P&L management experience

· Strong stakeholder management and communication skills

Preferred Skills

· Certification in Lean Six Sigma (Green Belt / Black Belt)

· Experience in digital transformation or automation (RPA, AI tools)

· Advanced data analytics and reporting skills

· Experience handling global clients (US, EMEA, APAC)

Leadership Competencies

· Strategic thinking and execution

· Data-driven decision-making

· Change management and transformation leadership

· High ownership and accountability

· Strong people leadership and coaching mindset

Why Join Us

• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience No problem! We've got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step Apply today!