Key Responsibilities

• Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
• Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva’s diverse financial products and services.
• Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
• Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
• Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva’s brand voice and regulatory standards.
• Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
• Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
• Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
• Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
• Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
• Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.

Requirements

• Bachelor’s degree in Business, Finance, Management, or related field (Master’s or professional customer service certification is an added advantage).
• A minimum of 5 years’ experience in customer service.
• Proven leadership and people management skills, with experience managing large teams.
• Strong background in call center operations, workforce optimization, process development, and cost control.
• Expertise in handling escalations, system outages, and high-impact customer complaints.
• Proficiency in CRM systems, call center tools, and reporting dashboards, with strong analytical and reporting skills.
• Excellent communication and stakeholder management skills, with the ability to collaborate across departments.
• Knowledge of fintech operations, financial products and regulatory compliance requirements.

• Manage customer service department and operations while driving a customer-centric culture across the business, ensuring all clients and partners receive timely and quality support.
• Evaluate and optimize workforce capacity and skills, ensuring proper staffing and role alignment to deliver best-in-class customer support across Givva’s diverse financial products and services.
• Ensure clients are served within agreed timelines by developing, reviewing, and refining service processes and policies to maximize customer satisfaction and regulatory compliance.
• Handle escalated issues, including emerging service disruptions, system outages, or high impact customer complaints, ensuring follow-through and clear feedback to frontline teams.
• Review and approve outgoing customer communications, ensuring clarity, accuracy, and alignment with Givva’s brand voice and regulatory standards.
• Oversee customer onboarding operations, leading the onboarding team to deliver smooth, efficient, and customer-satisfying experiences.
• Analyze customer trends and performance data to inform operational adjustments, enhance service delivery, and align processes with evolving client needs.
• Champion people management, ensuring compliance with policies, performance monitoring, and corrective action (including disciplinary processes where necessary).
• Drive engagement and inclusion across 100% remote and hybrid teams through structured feedback loops, communication, and motivational strategies.
• Collaborate with leadership and cross-functional teams to enhance internal and external customer satisfaction, boosting Net Promoter Score (NPS) and Customer Effort Score (CES).
• Ensure accurate and timely reporting, delivering daily, weekly, and monthly performance dashboards on campaigns, SLAs, escalations, and customer insights.

• Leadership and people management skills
• Call center operations
• Workforce optimization
• Process development
• Cost control
• Handling escalations, system outages, and high-impact customer complaints
• CRM systems
• Call center tools
• Reporting dashboards
• Analytical and reporting skills
• Communication and stakeholder management skills
• Knowledge of fintech operations, financial products and regulatory compliance requirements

• Bachelor’s degree in Business, Finance, Management, or related field
• Master’s or professional customer service certification (added advantage)