Customer Service Manager

About the Company

InputZero is looking for a highly motivated and detail-oriented Lead Data Specialist to lead and manage document collection operations while driving operational excellence.

About the Role

This role requires a player-coach mindset, where the individual will lead a team, oversee end-to-end workflows, ensure SLA adherence, and collaborate with cross-functional stakeholders to enhance process efficiency and data quality. The ideal candidate should possess strong leadership skills, operational expertise, analytical thinking, and experience handling data/document management processes in a fast-paced environment.

Responsibilities

• Team Leadership & Management
• Lead, mentor, and supervise a team of Data Specialists
• Allocate tasks effectively and monitor team performance
• Conduct regular 1:1 discussions and provide constructive feedback
• Ensure adherence to company policies and professional work culture
• Manage attendance, leave schedules, and team availability

• Operations & Delivery
• Oversee day-to-day BAU operations and document collection workflows
• Ensure all operational tasks are completed within defined SLAs
• Act as the primary point of contact for escalations and issue resolution
• Provide real-time floor support and ensure workflow continuity
• Track operational metrics and drive process efficiency improvements

• Document Collection & Data Handling
• Manage end-to-end document collection pipelines from multiple portals and sources
• Ensure timely and accurate upload of documents into internal systems
• Monitor data connections and proactively resolve failures
• Conduct regular audits and validations to maintain data quality
• Ensure compliance with documentation standards and processes

• Stakeholder Collaboration
• Collaborate with onboarding, product, engineering, and operations teams
• Coordinate with external data providers and internal stakeholders
• Assist in tracking and resolving system-related issues using ticketing tools
• Support cross-functional operational improvement initiatives

• Process Improvement & Training
• Identify and implement process improvements
• Support onboarding, training, and knowledge transfer initiatives
• Maintain and update SOPs and workflow documentation
• Drive continuous improvement initiatives to optimize productivity

Qualifications

• 6+ years of experience in operations, data management, fintech, or financial services
• Proven experience in team handling and stakeholder management
• Strong analytical and problem-solving abilities
• Excellent communication and interpersonal skills
• Experience with Jira, Salesforce, Google Workspace, and MS Excel preferred
• Strong attention to detail and process adherence

Required Skills

• Leadership & Team Development
• Operational Excellence & SLA Management
• Data Accuracy & Quality Control
• Cross-functional Collaboration
• Process Optimization & Documentation
• Ownership & Proactive Problem Solving

Equal Opportunity Statement

InputZero is committed to diversity and inclusivity in the workplace.