Rupicard - Operations Manager - Customer Support (4-7 yrs)

Company Overview:

Rupicard is a VC-funded fintech startup based in Bengaluru, committed to democratizing access to credit cards and tailoring financial solutions for Bharat. We aim to transcend geographical and financial constraints to make credit cards accessible to all. At Rupicard, we actively support users in building and improving their credit scores, contributing to their holistic financial well-being.

Job Overview:

We are looking for a passionate and results-driven Operations Manager to lead and oversee day-to-day operations, drive performance, and manage a team of 50+ members in customer support. The ideal candidate will bring a strong, commanding presence, a data-driven approach, and hands-on experience managing metrics and operational activities.

Key Responsibilities:

1. Team Leadership and Management:

- Lead, mentor, and motivate a team of 50+ sales or customer support professionals.

- Foster a high-performance culture, ensuring team alignment with organizational goals.

- Develop and implement training programs to enhance team efficiency and effectiveness.

2. Operational Excellence:

- Oversee daily operational activities, ensuring smooth execution and adherence to quality standards.

- Identify inefficiencies and implement process improvements for optimized workflow.

- Monitor operational KPIs, productivity metrics, and ensure targets are met or exceeded.

3. Data-Driven Decision Making:

- Leverage data to analyze team performance and identify trends for growth opportunities.

- Establish and track performance metrics, including Customer Satisfaction (CSAT), First Response Time (FRT), and agent productivity.

- Prepare detailed reports and present actionable insights to senior management.

4. Strategic Planning and Execution:

- Develop and execute strategic plans to support business growth and revenue generation.

- Collaborate with cross-functional teams to align operational activities with business objectives.

- Set budgets, manage resource allocation, and ensure cost efficiency.

Qualifications:

- 4-7 years of experience in operations management, preferably in sales or customer support environments.

- Proven experience managing and leading teams of 50+ members.

- Strong analytical skills with expertise in tracking and interpreting operational metrics.

- Proficiency in managing day-to-day operational activities with a detail-oriented approach.

- Exceptional communication, leadership, and interpersonal skills.

- A loud and confident personality with the ability to take charge and inspire teams.

Why Join Us:

Opportunity to work closely with the founders and be a part of shaping the company's future. A collaborative and dynamic work environment. Competitive compensation and benefits package. Career growth and professional development opportunities.

If you're ready to take on the challenge of leading operations at a fast-growing fintech startup, we'd love to hear from you!