Manager, Servicing Customer Support

Job Description

The Manager, Servicing Customer Support, is responsible for operational oversight of GoodLeap’s Servicing’s Customer Service function, including both outsourced (Genpact) operations and internal servicing teams. This role leads the day-to-day performance management across frontline agents, team leaders, training, quality, and workflow execution to ensure service excellence, regulatory compliance, and operational scalability. The position provides direct oversight of Genpact’s Customer Service operations, holding the team accountable to SLAs, quality standards, productivity metrics, and customer experience expectations. In addition, this role oversees internal Customer Service operations as well. The Manager serves as the primary liaison to Legal for complex customer matters and owns all executive-level customer escalations across the Servicing organization. This includes coordinating cross-functional resolution efforts, conducting root cause analysis, mitigating regulatory and reputational risk, and delivering clear executive-

Essential Job Duties and Responsibilities:

Provide day-to-day operational oversight of outsourced (Genpact) Customer Service operations, holding agents, team leads, managers, and training functions accountable to SLAs, quality standards, productivity metrics, compliance requirements, and customer experience expectations.

Oversee internal Customer Service operations, ensuring accuracy, efficiency, regulatory compliance, and adherence to company policy.

Own and manage all executive-level escalations across the Servicing organization, leading cross-functional resolution efforts, conducting root cause analysis, mitigating regulatory and reputational risk, and delivering clear executive-ready communications. 

Serve as the primary liaison between Servicing and Legal for settlements, closeouts, escalations, and exception scenarios, ensuring thorough review, documentation accuracy, and alignment with regulatory and compliance standards.

Own Customer Service performance reporting and analytics, defining KPIs, monitoring dashboards and scorecards, analyzing trends, and translating insights into actionable operational improvements.

Required Skills, Knowledge and Abilities:

Minimum 5 years of experience in customer service, customer operations, financial services or relevant field and minimum 3 years of experience in team leadership or supervisory role

Advanced proficiency with computer functions with MS office suite strongly preferred

Experience managing outsourced or BPO partners preferred

Demonstrated ability to lead, coach, and develop frontline teams

Strong analytical skills with experience managing and improving KPIs such as SLA, CSAT, quality, and productivity, with proven ability to use data to identify trends and drive performance improvements

Excellent verbal and written communication skills with the ability to influence at all levels of the organization

Strong problem solving and critical thinking skills

Ability to manage multiple priorities in a fast-paced environment

Experience leading cross functional initiatives and driving process improvements

Ability to motivate and manage geographically dispersed teams

Knowledge of collection industry regulations

Strong leadership skills to motivate employees to achieve success

Goal oriented focusing on both short- and long-term visions with excellent project management skills

Demonstrated ability to meet deadlines, handle and prioritize simultaneous requests, and manage laterally and upwards

Ability to critically evaluate information gathered from multiple sources, reconcile conflicts, decompose high-level information into details, abstract up from low-level information to a general understanding, and distinguish user requests from the underlying true needs