Customer Operations Manager

Job Description

The Manager, Customer Operations will oversee Operations of multiple high-volume transaction processing teams and is a key member of the leadership team, responsible for driving excellence in KPIs including timeliness, accuracy and productivity in a fast-paced and growing business. This leader will ensure seamless integration of execution across global business operations, optimize performance, and deliver high-impact solutions that support growth, compliance, and client satisfaction. This leader will have a span of control of 25-40 teammates. This role is in our Bangalore, Karnataka, India location and requires in-office work.

Specific responsibilities include the following:

• Directly and indirectly manage a team of bswift team members, providing guidance, career development opportunities, and coaching to foster a culture of growth and excellence.
• Oversee the daily workflow of team members in the setup and maintenance ensuring accuracy and timeliness.
• Resolve client issues promptly by addressing questions and concerns related to service delivery. Utilize research and problem-solving skills to find effective resolutions.
• Drive continuous process improvements and efficiencies by maintaining a thorough understanding of all internal systems and file specifications. Proactively identify opportunities for optimization and innovation.
• Drive efficiency through the development, refinement, and adherence to standard operating procedures (SOPs) and automation initiatives. Challenge the status quo to achieve greater effectiveness and productivity.
• Prepare and conduct technical and product-related presentations, demonstrations, and trainings for both internal team members and clients, ensuring a deep understanding of bswift solutions and functionalities.
• Recruit, hire, and equip talented individuals who align with our core values of Pursue Excellence, Embrace Accountability, Deliver Superior Service and Be a Great Place to Work, fostering a positive and high-performing team culture.
• Provide open communication to bswift internal customers in a pleasant, professional manner with a can-do attitude, ensuring their needs are met and expectations are exceeded.

WHAT YOU NEED TO SUCCEED (Required Education and Experience):

• 8+ years of progressive experience in operations, BPO, tech + service, implementation or service delivery leadership.
• Proven experience managing large-scale operational transformation initiatives.
• Strong understanding of six sigma principles.
• Demonstrated ability to lead cross-functional teams in a fast-paced, high-growth environment.
• Excellent leadership, communication, and stakeholder management skills.
• Bachelor's degree in Business, Information Systems, or related field; MBA or equivalent preferred.
• Proficiency in PowerPoint and Excel.

NICE TO HAVE (Preferred education and experience):

• Familiarity with workflow software platforms (e.g., Salesforce, ServiceNow).
• Knowledge of regulatory and compliance frameworks (e.g., HIPAA, GDPR).
• Benefits administration outsourcing experience
• Ability to travel to U.S. periodically, if needed