Position Overview

We are looking for an experienced Manager to lead customer-success operations for digital financial products.

The role combines customer experience, financial-product knowledge, operational analytics, service optimisation, and team leadership. You will be responsible for ensuring customers receive efficient support while identifying patterns that can improve products, processes, and long-term customer retention.

Key Responsibilities

• Lead customer-success operations across digital financial products.
• Establish service-quality standards and performance metrics.
• Analyse customer behaviour, satisfaction, retention, and support trends.
• Identify recurring customer issues and coordinate corrective actions.
• Work with product teams to translate customer feedback into product improvements.
• Develop escalation procedures for complex financial-service cases.
• Monitor service-level performance and operational KPIs.
• Coach and develop customer-success professionals.
• Coordinate with compliance, operations, product, and technology teams.
• Develop customer-journey optimisation initiatives.
• Prepare management reports covering customer experience and operational performance.
• Support the introduction of new digital financial services.
• Establish processes for handling complex account and transaction-related enquiries.

Candidate Profile

• Degree in Business, Finance, Economics, Management, or a related field.
• 4+ years of experience in fintech, banking, financial services, or technology.
• Experience managing customer-success, customer-service, or operations teams.
• Strong understanding of digital financial products.
• Excellent analytical and communication skills.
• Strong leadership and stakeholder-management abilities.
• Experience with CRM and customer-analytics platforms.
• Excellent professional English.

What the Role Offers

• Leadership responsibility in a technology-driven financial environment.
• Opportunity to shape digital customer experiences.
• Cross-functional exposure to product, technology, and financial operations.
• Career progression into senior customer-experience leadership.
• Competitive salary and benefits.

Are you interested in this position?

Apply by clicking on the “Apply Now” Button below!

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