Operations Manager

Fi Money is a new age money management app designed to simplify your financial life. With Fi, you can save, pay, invest, or borrow, all in one place. You can track and analyze your expenses across Fi and all your other bank accounts. You can also apply for a credit card, access instant loans, and grow your wealth and more with our range of investment options.

At Fi, we’re on the lookout for a CX & Operations Manager who can bring structure, empathy, and hustle to how we run and scale our customer and business operations.

Roles & Responsibilities

• Own the end-to-end Customer Experience & Operations strategy, ensuring every interaction with Fi is seamless, efficient, and customer-first.
• Lead and scale operations across business pods, driving executional excellence, alignment with business objectives, and embedding Fi’s values across all touchpoints.
• Design and manage processes, metrics, and governance mechanisms (CSAT, NPS, turnaround times, efficiency KPIs) to deliver consistent service quality and business outcomes.
• Partner closely with Product, Tech, Risk, and Business teams to translate customer insights and operational learnings into improvements that enhance both experience and efficiency.
• Drive scalability, efficiency, and risk management in operations, while staying agile to adapt to evolving business and customer needs.
• Build systems of continuous improvement that strengthen customer journeys and operational resilience.
• Foster a culture of ownership, empathy, and problem-solving, mentoring teams and future leaders to deliver both strategic impact and day-to-day excellence.

This is a 5 days work from office role and we are in Brookfield, Bengaluru.