Operations Manager | FinTech (Customer Service)

Full Potential Solutions (FPS) is a performance-based, analytically driven omnichannel solutions organization with operations in Waltham, MA, Chennai, India, Bogota, Colombia, and Manila, Philippines that puts culture and employees first. We are a rapidly growing global company, employing the best people, processes, and proprietary technology to deliver groundbreaking solutions for our clients and fulfilling careers for our employees.

We invest in our people and put culture first because we believe that happy, fulfilled teams deliver breakthrough results. FPS offers a competitive suite of benefits for our employees, including a lucrative compensation program, medical, dental, and vision benefits, and the opportunity for high-potential career growth with a fast-growing company.

Our Core Values:

Integrity - Do what’s right for everyone: clients, shareholders, partners & colleagues, TEAM is more important than self, and create an atmosphere of mutual respect

Excellence - Deliver exceptional client results, Reward and recognize performance, and Relentless pursuit of improvement

Accountability - Act like an owner, take pride in our work, Measure results (your own and our clients), Be passionate

Grace - Respect and appreciate differences, Care for one another, Humility, Make work personal

Our Mission : To create conditions within which people can thrive!

We are seeking a strategic and results-driven Operations Manager to lead and support the day-to-day execution of a FinTech campaign. This role is crucial in ensuring operational excellence, client satisfaction, and team performance within a fast-paced, compliance-driven environment.

You will be responsible for managing key operational workflows, supporting client initiatives, optimizing team efficiency, and ensuring the successful delivery of KPIs and service standards.

Duties and Responsibilities:

Oversee the daily operations of the assigned FinTech campaign, ensuring consistent performance and adherence to client and internal standards

Collaborate with cross-functional teams (e.g., Training, Quality, Workforce, and HR) to support smooth campaign execution

Develop and implement operational strategies that enhance efficiency, customer satisfaction, and business results

Monitor and analyze campaign metrics, including productivity, quality, and compliance, and initiate corrective actions when necessary

Manage team leads/supervisors and ensure proper coaching, development, and performance management

Serve as the main point of contact for client communication and reporting, ensuring transparency and alignment

Ensure adherence to financial regulations, data privacy policies, and industry-specific compliance requirements

Lead regular business reviews with internal and external stakeholders

Contribute to forecasting, capacity planning, and resource allocation

Bachelor's degree in Business, Operations Management, Finance, or a related field

Minimum of 3–5 years of experience in operations management, preferably in a BPO or tech-enabled services environment

Prior experience supporting a FinTech or financial services campaign is a strong advantage

With customer service domain expertise with finance, fintech, or remittance experience is highly preferred

Strong leadership and people management skills, with experience leading large or multi-tiered teams

Proficiency in operational tools, CRM platforms, workforce systems, and reporting dashboards

Solid understanding of financial compliance and risk management in customer-facing operations

Excellent communication, organizational, and analytical skills

Strong problem-solving mindset and ability to make data-driven decisions

Amenable to work onsite and in shifting schedules