Manager, Call Center (Fintech)

TL;DR

Manager, Call Center (Fintech): Leading call center operations and vendor oversight within a regulated financial services environment with an accent on operational performance and regulatory alignment. Focus on optimizing service delivery, workforce planning, and enhancing client experience through data-driven decision-making.

Location: Edgewood, NY (Onsite)

Salary: $90,000 – $100,000

Company

hirify.global is a leading global fintech company focused on empowering financial institutions through operational performance and regulatory alignment.

What you will do

• Oversee call center operations to ensure KPIs, service levels, and quality standards are consistently met.
• Manage third-party call center vendors, ensuring contractual goals and performance objectives are achieved.
• Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
• Lead workforce planning and forecasting to ensure operational efficiency and cost discipline.
• Oversee Quality Assurance and Training programs, including curriculum development and coaching.
• Analyze call center data to drive operational insights and process improvements.

Requirements

• Strong operational leadership experience in a regulated financial services environment.
• Proven ability in data-driven decision-making and performance management.
• Expertise in vendor oversight and managing complex client interactions.
• Knowledge of Transfer Agency policies and regulatory alignment.
• Must be based in or able to work onsite in Edgewood, NY.

Culture & Benefits

• Comprehensive benefit offerings.
• Collaborative, engaging, and inclusive work environment.
• Bonus eligibility.
• Culture focused on empowering associates to be authentic and grow their careers.