Senior Operations Manager

Description:

Senior Manager Operations – Call Center (Fintech/BPO)

📍 Lahore | On-site | 🕒 Full-time

Abacus is hiring a Senior Manager Operations to lead high-volume fintech and financial services contact center operations, ensuring secure, compliant, and high-quality service delivery across voice and digital channels.

Key Responsibilities
Lead end-to-end fintech contact center operations
Deliver SLAs, KPIs, CSAT, quality, and regulatory compliance (KYC/AML)
Manage Operations Managers, Team Leads, QA, WFM, and Training
Drive workforce planning, productivity, and performance improvement
Act as senior escalation point for clients and stakeholders
Lead continuous improvement, automation, and risk-control initiatives

Requirements
Bachelor’s degree (Master’s preferred)
7–10+ years in fintech, digital banking, or financial services BPO
Strong experience in SLA-driven, compliance-heavy environments
Proven leadership of large operational teams

Benefits
2 Days Off | EOBI | Medical & Life Insurance (IPD + OPD)
Annual, Casual & Sick Leaves | Performance-Based Increment
Ramadan Bonus | Fuel Allowance | Provident Fund