Job Overview
🇴🇲 OMAN
MANAGER
Fintech Customer Operations, Quality & Service Intelligence Manager
Location: Oman — Remote / GCC Regional Coverage
Seniority Level: Management / Customer Operations Leadership
Employment Type: Full-time, Permanent
Industry Focus: Fintech • Customer Operations • Service Quality • AI • Analytics • Digital Banking • Payments
BUILD A CUSTOMER SERVICE OPERATION THAT LEARNS.
We are seeking an accomplished Fintech Customer Operations, Quality & Service Intelligence Manager to transform customer support from a reactive service function into a measurable, data-driven operational system.
The objective is not simply to resolve more tickets.
It is to understand why customers contact support, why problems occur, how quickly they are resolved and what can be changed so the same problem does not happen again.
THE SERVICE-INTELLIGENCE LOOP
CONTACT → CLASSIFY → RESOLVE → ANALYZE → IMPROVE → PREVENT
OPERATIONS
Design efficient customer-support workflows across digital channels.
QUALITY
Establish rigorous standards for response accuracy, communication quality and resolution effectiveness.
INTELLIGENCE
Analyze support data to identify recurring problems, customer behavior and operational bottlenecks.
AUTOMATION
Identify suitable opportunities for AI-assisted support, workflow automation and intelligent routing.
PREVENTION
Work with product and technology teams to eliminate recurring customer problems at their source.
MANAGEMENT RESPONSIBILITIES
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Lead fintech customer-service operations.
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Establish service-quality standards and KPIs.
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Monitor response and resolution performance.
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Develop quality-assurance frameworks.
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Analyze customer-support datasets.
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Identify recurring transaction and product issues.
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Establish escalation and case-management processes.
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Collaborate with product, engineering and operations teams.
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Identify opportunities for intelligent automation.
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Develop customer-service dashboards.
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Analyze customer sentiment and feedback.
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Establish continuous-improvement initiatives.
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Coach and develop customer-service professionals.
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Present operational intelligence to senior leadership.
PERFORMANCE COMMAND CENTER
| Metric | Strategic Objective |
|---|---|
| First Contact Resolution | Increase successful first-interaction resolution |
| Average Response Time | Reduce customer waiting time |
| Average Resolution Time | Accelerate problem resolution |
| Customer Satisfaction | Improve customer confidence |
| Escalation Rate | Reduce unnecessary escalations |
| Repeat Contact Rate | Eliminate recurring problems |
| Quality Score | Improve interaction quality |
TECHNOLOGY ENVIRONMENT
CRM | Contact-Center Platforms | AI-Assisted Support | Customer Analytics | Workflow Automation | Knowledge Management | Omnichannel Support | BI Dashboards
THE MANAGER WE SEEK
You are more than a customer-service manager.
You are an operations strategist who understands data.
You know how to take thousands of customer interactions and convert them into operational intelligence:
What are customers struggling with?
Why are they struggling?
How much does it cost to solve the problem?
How can we prevent it from happening again?
Experience in fintech, digital banking, payments, customer operations, contact-center management, service quality or technology-enabled customer experience is highly desirable.
Compensation: Competitive management package with performance-linked incentives, comprehensive benefits and opportunities for long-term career progression.
Don’t miss the chance to make a difference in the fintech and FX industry!
Apply now by clicking on the “Apply Now” button below.
Let’s shape the future of finance together!
#EmploySolutionJobs #FXCareers.
