Senior Manager, Customer Support & Product Operations

• Lead and oversee 24x7 global Customer Support operations across multiple corridors and payout networks.
• Serve as executive escalation point for key customers and high-impact operational issues.
• Establish and maintain governance frameworks for Incident Management, escalation control, and service quality standards.
• Take hands-on leadership during major incidents affecting banks, API connectivity, and transaction processing.
• Prepare and present operational reports, KPIs, and service performance updates directly to the CEO.
• Define, monitor, and improve department KPIs including SLA adherence, resolution time, first-contact resolution, and incident recurrence rate.
• Conduct departmental Risk Assessments to identify operational exposure, corridor instability, fraud risks, and process gaps.
• Drive preventive and data-driven initiatives to reduce manual intervention, compensation exposure, and operational losses.
• Lead workforce planning, performance management, hiring, and leadership development across a multi-tier support structure.

• Lead Product Operations to ensure scalability, reliability, and operational readiness of all remittance and payment products.
• Act as the operational bridge between Technology, Compliance, Banking partners, and Customer Support.
• Provide 3rd layer (L3) support for incident management, serving as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues.
• Manage change management requests from internal stakeholders and external clients, ensuring proper impact assessment, risk evaluation, and controlled implementation.
• Collaborate with Product teams on roadmap prioritization and backlog planning, ensuring alignment with operational insights, customer impact, and business objectives.
• Define and recommend priority enhancements based on transaction performance data, SLA impact, customer feedback, and effort assessment.
• Support product proposition refinement and UX improvements.
• Drive end-to-end operational readiness for new product launches, corridor expansions, and bank integrations.
• Provide end-to-end support for complex technical and transaction-related issues affecting clients and internal stakeholders.
• Serve as senior escalation point for critical API, integration, bank connectivity, and transaction flow issues.
• Conduct structured post-launch risk assessments covering transaction flow, rejection handling, support load, and operational impact.
• Manage operational lifecycle from launch preparation to Business-As-Usual (BAU) stabilization.
• Monitor product health metrics including transaction success rate, rejection trends, bank uptime, and corridor stability.
• Analyze market trends, user behaviour, and operational data to identify improvement and innovation opportunities.
• Serve as key liaison for critical customers during product-related escalations and SLA discussions.
• Demonstrate strong troubleshooting expertise with deep understanding of remittance transaction flows and banking integrations.
• Drive automation and process improvements to improve STP rate, reduce manual intervention, and enhance product stability.
• Conduct product training sessions and develop operational documentation for internal stakeholders.

• SLA adherence and service quality performance
• Transaction success rate and corridor stability
• Reduction in incident recurrence and manual intervention
• Operational risk mitigation and loss reduction
• Successful and controlled new partner integrations
• Executive-level reporting accuracy and transparency

Tranglo