About this role

About the role We are looking for an empathetic yet operationally sharp Lead – Customer Operations & Support (L2) to own the complete post-L1 support and grievance redressal function for both consumers and merchants on our RBI-licensed Payment Aggregator (PA) and Prepaid Payment Instruments (PPI) platform. You will manage a multi-channel team covering escalation handling, ombudsman response, the nodal officer cell, and complaint analytics—ensuring our grievance framework is fully RBI-compliant and consistently excellent.

This is a pivotal role connecting customer experience, regulatory obligations, and operational rigour. What you'll do Contact Centre & Multi-Channel Support Oversee the contact centre operation across all channels—FAQ/AI-based self-service, email support, phone, and portal—ensuring consistent service quality and efficient first-contact resolution. Define routing logic, staffing models, and channel-specific SLAs; drive adoption of AI/bot-based resolution to reduce agent-handled volume.

Monitor contact centre KPIs (AHT, FCR, CSAT, abandonment rate) and drive continuous performance improvement. L2 Escalation Desk Own all L2 escalations from end-consumers and merchants—covering failed transactions, delayed refunds, account issues, PPI wallet queries, account blocking/unblocking, and disputed charges. Define escalation criteria, routing logic, and resolution SOPs to ensure no ticket stays unresolved beyond RBI-mandated turnaround times.

Liaise with Payment Operations, Merchant Operations, PPI Customer Operations, and Technology teams to resolve complex cross-functional issues efficiently. Maintain and improve L2 support queues ensuring fair load distribution and SLA adherence. Ombudsman Response Team & Nodal Officer Cell Manage the RBI Ombudsman response function—ensuring all ombudsman complaints are acknowledged, investigated, and responded to within prescribed timelines with evidence-backed replies.

Oversee the Nodal Officer cell—maintaining the designated Nodal Officer's case register, tracking resolution timelines, and ensuring compliance with RBI's nodal officer framework for payment system operators. Ensure the grievance redressal mechanism is fully compliant with RBI guidelines—including Nodal Officer designation, defined TATs, acknowledgement protocols, and escalation to the RBI Ombudsman for unresolved complaints.

Maintain and publish grievance data as required by RBI (monthly/quarterly reports, website disclosures). Complaint Analytics Build and maintain a complaint analytics framework—tracking complaint volumes, categories, root causes, resolution rates, re-open rates, and repeat complainants across all channels. Produce regular complaint trend reports for senior management; identify systemic issues and collaborate with product, tech, and operations teams to drive preventive fixes.

Use complaint data to benchmark the organisation's grievance performance against RBI expectations and industry peers; flag risks proactively. Quality Assurance & Knowledge Management Implement a quality assurance framework for L2 support—including ticket audits, call reviews, and agent scorecards. Track CSAT, NPS, first-contact resolution (FCR), average handling time (AHT), and reopen rates; use insights to drive improvements.

Build and maintain a comprehensive knowledge base and escalation playbook for all support tiers. Team Leadership & Reporting Lead, coach, and develop the support team—setting performance benchmarks, conducting regular reviews, and driving skill development. Produce weekly and monthly support performance reports covering volume trends, resolution rates, escalation patterns, CSAT scores, and ombudsman case status. Foster a customer-first, compliance-aware culture across all support tiers.

What we're looking for Bachelor's degree in any discipline; MBA or equivalent is a plus. 6–8 years of experience in customer support or operations, with at least 3 years managing a multi-channel L2 or escalations team in a fintech, payments, or banking environment. Working knowledge of RBI's grievance redressal framework for payment system operators, including Nodal Officer obligations and RBI Ombudsman processes. Experience managing or contributing to an ombudsman response function or nodal officer cell.

Experience with helpdesk platforms such as Freshdesk, Zendesk, or Salesforce Service Cloud. Strong analytical skills to build complaint analytics dashboards and translate data into actionable improvements. Excellent written communication skills; ability to draft regulatory-quality grievance responses for ombudsman cases. Nice to have Prior experience handling RBI Ombudsman or CPGRAMS complaints in a PA, PPI, or bank context.

Familiarity with AI/chatbot platforms used for contact centre automation. Familiarity with PPI wallet operations, including KYC upgrade flows, wallet load/withdrawal queries, and expiry issues. COPC or Six Sigma certification in customer operations quality.

Source listing: workable_qodeworld