Customer Operations Manager - FinTech

About the company:

We are a fast-growing, regulated financial services business focused on delivering fair, compliant, and empathetic outcomes for customers. They are scaling their India operations to mirror mature UK customer operations, with a strong emphasis on governance, Consumer Duty, and operational excellence.

Job Description:

- Lead day-to-day Customer Support, Forbearance, and collections operations in Bangalore, ensuring customers are treated fairly, empathetically, and in line with FCA and Consumer Duty requirements.

- Lead and develop Team Leaders who manage frontline teams handling agency and forbearance work, focused on complex customer conversations rather than KYC or AML processing.

- Take ownership of performance across quality, productivity, backlogs, and customer outcomes, using data to spot issues and improve results.

- Act as the main escalation point for complex or sensitive customer cases, ensuring policies and Consumer Duty standards are followed consistently.

- Work closely with UK teams to stay aligned on ways of working, reporting, and to support the safe growth of the Bangalore operation.

The Successful Applicant:

- The ideal candidate has led multiple customer operations teams through Team Leaders, with clear accountability for quality, productivity, and conduct in regulated, B2C environments. They have worked closely with UK-based stakeholders across operations, risk, compliance, and QA, and bring hands-on experience with FCA regulation, Consumer Duty, and vulnerability frameworks embedded into day-to-day delivery.

- They have operated within offshore/onshore models, owning SLAs and KPIs such as productivity, QA, backlog, and customer outcomes, using data to drive sustained performance improvement at scale.

What's on Offer:

- A comprehensive benefits package including health insurance with - 10L hospitalisation cover, OPD benefits, term life and accident insurance, employer PF contribution, and monthly Juno points.

- Long-term wealth creation through growth shares, along with continued investment in professional development via structured Juno training programs.