AM/DM - BNPL Support

Position - Assistant Manager/ Deputy Manager

Company: Fibe (Viman Nagar, Pune)

Experience: 5-8 Years

Job Summary

We are looking for a Manager BNPL Support to manage a team of executives handling merchant queries and support over calls.The candidate will be responsible for managing daily operations, team performance, customer service quality, productivity and escalations while ensuring smooth functioning of the BNPL support process.

Key Responsibilities:

1. Business & Operations

• Manage end-to-end sales support and operational processes.
• Drive conversion, approval-to-disbursal, TAT, productivity, and customer experience.
• Monitor performance, identify gaps, and implement corrective actions.
• Ensure adherence to internal policies and regulatory requirements.

2. Team Management

• Lead and manage Team Leaders, executives, and support teams.
• Handle manpower planning, productivity, performance, quality, and attrition.
• Drive coaching, training, and team capability development.

3. Process Improvement & Automation

• Identify process gaps and drive improvements to reduce TAT and manual intervention.
• Drive automation and AI-led solutions across reports, workflows, and customer processes.
• Partner with Product, Technology, Analytics, Credit, Risk, and Business teams.

4. MIS & Performance Management

• Track and analyze business performance through MIS and dashboards.
• Drive real-time visibility of productivity, conversion, TAT, and quality.
• Provide actionable insights to senior management.

5. Customer & Merchant Experience

• Manage escalations and ensure timely resolution.
• Identify recurring issues and implement corrective actions.
• Ensure adherence to service levels and defined TATs.

6. Stakeholder Management

• Collaborate with Business, Sales, Credit, Risk, Product, Technology, Analytics, Finance, and Compliance teams.
• Drive closure of cross-functional requirements and operational issues.

7. Risk & Compliance

• Ensure adherence to NBFC policies, internal controls, and regulatory requirements.
• Monitor process deviations and ensure appropriate corrective actions.

Candidate Requirements:

• 5-8 years of experience as Team Leader on papers.
• Experience in BPO/NBFC industry is preferred.
• Strong communication and interpersonal skills.
• Good understanding of contact center metrics and team performance management.
• Strong escalation handling and problem-solving skills.
• Good knowledge of MIS and basic Excel.
• Experience in Fintech, BNPL, Banking, NBFC or E-commerce will be an added advantage.