Operations Specialist enhancing operational activities and providing client services for SAPI. Overseeing product operations and managing client relations to improve service quality.
About the role
- Customer Operations Manager overseeing daily delivery and team management in Bangalore for Creditspring. Responsible for operational performance and alignment with UK Customer Operations.
Responsibilities
- Own day-to-day delivery of Forbearance, Customer Support, and back-office operations in Bangalore, ensuring work is accurate, empathetic, and within SLA
- Maintain strong control of queues, volumes, backlogs, and operational risk indicators
- Ensure consistent application of Customer Operations policies, escalation criteria, and vulnerability frameworks
- Act as the senior escalation point for complex or high-risk operational issues within Bangalore
- Lead, coach, and develop Team Leaders, ensuring strong frontline leadership and sustainable spans of control
- Build a high-performing, engaged, and accountable team culture aligned to Creditspring values
- Set clear performance expectations and hold leaders accountable for quality, productivity, and conduct
- Identify talent, support progression, and address underperformance through structured development plans
- Own operational performance across productivity, SLA, QA, and vulnerability outcomes
- Use MI and data to proactively identify risks, trends, and improvement opportunities
- Partner closely with QA to review performance themes and implement corrective actions
- Ensure delivery meets FCA expectations, Consumer Duty standards, and internal governance requirements
- Partner with the Training function to embed new processes, changes, and improvements
- Support rollout of training linked to operational change and performance gaps
- Act as the senior operational link between Bangalore and UK Customer Operations leadership
- Provide clear, accurate reporting on performance, capacity, and risk
- Support controlled expansion of Customer Operations activity in Bangalore
Requirements
- Minimum 3 years’ experience managing customer operations teams in an FCA-regulated environment
- Strong people leadership capability with experience leading leaders
- Operational expertise in forbearance, collections, or complex back-office functions
- Confident using data to manage performance and risk
- Comfortable working across geographies and with senior stakeholders
- Proven ability to scale operations safely and effectively
Benefits
- Private Health Insurance
- INR 30,000 annual training budget
- INR 30,000 annual Juno Wellbeing allowance
- 30 days paid leave, increasing 1 day per year up to a maximum 35 days paid leave
- Equity participation
- Hybrid working
- Company Apple Macbook
- Regular social & team events
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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