<ul><li>Lead & mentor support leads, QAs, and frontline agents</li><li>Drive SLA, TAT, CSAT & NPS performance in night shift operations</li><li>Act as senior escalation point for client-critical issues</li><li>Ensure compliance with PCI DSS, GDPR, RBI/SEBI regulations</li><li>Collaborate cross-functionally with Product, Risk, Compliance & Engineering teams</li><li>Drive automation, process optimization & continuous improvement</li></ul>
Lead & mentor support leads, QAs, and frontline agents
Drive SLA, TAT, CSAT & NPS performance in night shift operations
Act as senior escalation point for client-critical issues
Ensure compliance with PCI DSS, GDPR, RBI/SEBI regulations
Collaborate cross-functionally with Product, Risk, Compliance & Engineering teams
Drive automation, process optimization & continuous improvement