Support Manager

Job Summary: We are seeking an experienced and customer-focused Support Lead to oversee day-to-day support operations. The role involves managing a support team, ensuring seamless customer service delivery, resolving escalations, improving operational processes, and coordinating with cross-functional teams to enhance overall client experience and business efficiency. Key Responsibilities: Monitor daily support operations, ensuring service quality and timely issue resolution. Handle escalated customer concerns and provide effective resolutions. Ensure prompt response to client queries related to financial products, transactions, account servicing, and operational support. Develop and implement support processes, SOPs, and service standards. Coordinate with internal teams such as Operations, DP, IT, Compliance, for issue resolution and process improvement Conduct regular team training, coaching, and performance reviews. Ensure adherence to company policies, regulatory guidelines, and compliance requirements. Identify opportunities for automation and process optimization to improve efficiency.

Required Skills: Strong leadership and team management skills Excellent communication and interpersonal skills Strong problem-solving and decision-making ability Good understanding of financial products and services Knowledge of regulatory and compliance requirements Proficiency in MS Excel, MIS reporting, and CRM/support tools