Banking / Financial Services / BFSI / Fintech / Client support / BPO

Rivera Manpower Services; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Rivera Manpower Services in Bangalore is seeking a Senior Support Analyst – Client Servicing & Stakeholder Management for our Banking & Insurance operations. This is a captive client process with work from office.

You will manage client servicing and stakeholder relationships, handle escalations, coordinate with internal teams, and ensure timely resolutions, while maintaining SLA and quality standards. Ideal candidate has strong communication, analytical skills, and experience in

Qualifications

• Graduate or postgraduate with relevant experience in Banking, Insurance, Financial Services, BPO/KPO or Captive Operations.
• Strong client handling and stakeholder management experience.
• Experience handling escalations and critical queries.
• Experience in banking and insurance domains.
• Excellent verbal and written communication, analytical and problem-solving skills.
• Proficient with MIS, SLA, TAT and quality metrics.
• Ability to coordinate with multiple internal and external stakeholders.
• Strong ownership and follow-up skills.

Responsibilities

• Manage client servicing and stakeholder management for banking & insurance operations.
• Handle client queries, service requests, escalations, and follow-ups.
• Act as a key point of contact between internal teams and business stakeholders.
• Coordinate with multiple teams to ensure timely resolution of client requirements.
• Track and manage escalations while maintaining SLA and quality standards.
• Prepare and share operational reports, MIS, and status updates with stakeholders.
• Identify recurring issues and coordinate with relevant teams for resolution.
• Maintain strong client relationships through effective communication and timely support.
• Support process improvements and ensure adherence to business and compliance requirements.

Skills

Client Servicing

Stakeholder Management

Escalations & Critical Queries

Banking & Insurance Domain Knowledge

Verbal & Written Communication

Analytical & Problem-Solving

MIS, SLA, TAT & Quality Metrics

Stakeholder Coordination

Ownership & Follow-up

Education

Graduate / Post Graduate

Job description

Niche Hiring Banking & Insurance | Senior Support Analyst

Industry: Banking & Insurance
Role: Senior Support Analyst – Client Servicing & Stakeholder Management
Process: Captive Client Process
Location: Bangalore
Work Mode: Work from Office

Key Responsibilities

• Manage client servicing and stakeholder management for banking & insurance operations.
• Handle client queries, service requests, escalations, and follow-ups.
• Act as a key point of contact between internal teams and business stakeholders.
• Coordinate with multiple teams to ensure timely resolution of client requirements.
• Track and manage escalations while maintaining agreed SLA and quality standards.
• Prepare and share operational reports, MIS, and status updates with stakeholders.
• Identify recurring issues and coordinate with relevant teams for resolution.
• Maintain strong client relationships through effective communication and timely support.
• Support process improvements and ensure adherence to business and compliance requirements.

Required Skills

• Strong Client Servicing experience
• Excellent Stakeholder Management skills
• Experience handling Escalations & Critical Queries
• Banking / Insurance domain knowledge
• Strong verbal and written communication
• Good analytical and problem-solving skills
• Experience working with MIS, SLA, TAT & quality metrics
• Ability to coordinate with multiple internal and external stakeholders
• Strong ownership and follow-up skills

Eligibility

• Graduate / Post Graduate
• Relevant experience in Banking, Insurance, Financial Services, BPO/KPO or Captive Operations
• Candidates with strong client handling + stakeholder management experience preferred.

Ideal Candidate Profile

Candidates with experience in roles such as:

• Senior Analyst
• Senior Support Analyst
• Client Servicing
• Client Support
• Customer Service
• Stakeholder Management
• Banking Operations
• Insurance Operations
• Escalation Management