Customer Operations Specialist

Novatus Global Ltd; India; On-site; INR 350,000 - 520,000; Full time

Job summary

Novatus Global Ltd in India is seeking a Customer Support Specialist to manage EnACT BAU client inquiries, triage requests, and ensure timely resolution. You will be the primary contact for clients, combining analytical skills with clear written and verbal communication.

The role prefers backgrounds in financial services or RegTech, with familiarity with financial instruments and regulatory reporting. You will collaborate with Onboarding and Engineering teams to deliver proactive, accurate

Qualifications

• Client facing experience in client-facing or operational roles in financial services, fintech, or technical support environments.
• Exposure to financial processes, instruments, or regulatory reporting is advantageous.
• Analytical ability: Strong problem-solving and pattern recognition.
• Client communication: Exceptional written and verbal skills; explain complex issues clearly to non-technical stakeholders.
• Operational discipline: Manage multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes.
• Technical literacy: Comfortable with SaaS/fintech/operational platforms.
• Collaboration: Works effectively across Onboarding, Engineering, Regulatory Intelligence teams to ensure client satisfaction.

Responsibilities

• Serve as the first point of contact for BAU client requests: triage, prioritise, and escalate.
• Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.
• Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.
• Monitor SLA compliance and proactively escalate when needed.
• Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives.

Skills

Client facing

Analytical ability

Client communication

Operational discipline

Technical literacy

Collaboration

Proactivity

Financial acumen

Tools

SaaS platforms

Job description

Company Overview

Novatus is a Series B scale-upRegTechSaaS provider and boutique consulting practice, enabling financial services firms to solve complex challenges and redefine what'spossible through expert-led technology and consulting. Across both our technology and consulting services, Novatus delivers practical solutions to some of the most complex regulatory, data and operational challenges in financial services. Our SaaS platform, En>ACT ( short for Ensuring Accurate, Complete and Timely reporting ), is a market-leading solution for regulatory transaction reporting and reconciliation, providing real-time, independent oversight of transaction reporting across all global regulatory regimes. En>ACT is the only real-time assurance solution that tests 100% of transactions and 100% of fields, replacing sample-based reviews and static PDF reports delivered months after the event with live, actionable insights. This helps firms remediate quickly, reduce risk, and meet regulatory obligations with confidence. Already trusted by more than 45 firms worldwide, the platform is scalable, proven, and designed for both business and technical users. Alongside our SaaS offering, our unique model delivers consulting services to solve complex challenges, combining deep expertise, ownership and delivery to create lasting change.

Our expertises spans Strategy & Operations, Data & AI, Risk & Resilience, Compliance, Transaction Reporting, and ESG. We embed ourselves within client teams to deliver both insight and execution, taking ownership of outcomes and driving measurable impact. Since our launch in 2019, we have scaled rapidly, creating space for our people to grow the business. Backed by North American private equity investment, and partnerships with the London Stock Exchange Group and Snowflake's global data platform, we are shaping the future of financial services through innovation in both consulting and technology. Now a team of 140 globally, our growth plans do not stop here: we are looking for top-tier talent to join us on our journey and enable our next phase of success.

Job Overview

The Customer Support Specialist is responsible for managing En>ACT BAU client support, triaging incoming requests, and ensuring timely resolution. Acting as the primary point of contact for clients in BAU, the role requires strong analytical skills to understand client issues and internal processes, coupled with exceptional written and verbal communication to maintain professional and proactive client relationships. A financial background and understanding of financial instruments, transactions, and regulatory reporting requirements would be highly desirable, however we also encourage product support professionals from a FinTech or RegTech background to apply.

Key Responsibilities

• Serve as the first point of contact for BAU client requests: triage, prioritise, and escal…
• Analyse ticket trends to identify recurring patterns, operational inefficiencies, or potential product issues.
• Maintain ongoing client relationships through regular communications, updates, and calls.
• Coordinate with Onboarding and Engineering teams to ensure smooth resolution of complex issues.
• Execute operational processes, including running and validating BAU pipelines or other routine tasks, according to defined procedures.
• Monitor SLA compliance and proactively escal…
• Document processes, maintain knowledge bases, and contribute to continuous improvement initiatives.

About You

• Client facing experience: previous experience in client-facing or operational roles in financial services, fintech, or technical support environments essential.
• Exposure to financial processes , instruments, or regulatory reporting is advantageous.
• Analytical ability: Strong problem-solving and pattern recognition skills.
• Client communication: Exceptional written and verbal skills; ability to explain complex issues clearly to non-technical stakeholders.
• Operational discipline: Capable of managing multiple tickets and tasks simultaneously, prioritising effectively, and following defined processes.
• Technical literacy: Comfortable understanding technical systems; experience with SaaS, fintech, or operational platforms advantageous.
• Collaboration: Works effectively across teams (Onboarding, Engineering, Regulatory Intelligence) to ensure client satisfaction.
• Proactivity: Anticipates client issues and takes action before problems escal…
• Financial acumen (preferred): Understanding of financial instruments, transactions, and regulatory reporting requirements to support clients effectively.

Key Behaviours

• Empathetic and professional client engagement.
• Strong investigative and problem-solving mindset.
• Adaptable to fast-paced, changing environments.
• Commitment to accuracy, documentation, and process compliance.

Why Join Us?

Work Across Disciplines: You won't be confined to a single track- you will develop a broader skillset across our capabilit