Customer Service Manager at Givva Wealthtech Limited

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.