Personal Banking Manager

ABOUT ASPORA People on the move deserve a bank that moves with them. Since 2022, Aspora has been building a borderless financial operating system that makes money as mobile and transparent as its users. Backed by influential venture capitalists like Sequoia Capital, Greylock Partners, Hummingbird Ventures, Y Combinator & Global Founders Capital. We're a team of 150+ across India, the UK, the UAE, EU and the US, working with extreme ownership, radical candour, and an obsession with customer impact. We celebrate builders who question assumptions, ship fast, and turn regulatory complexity into elegant solutions. If you’re driven to redefine what global banking can be, we’d love to build the future with you. ABOUT THE ROLE This role exists to be the trusted financial partner that NRI customers actually need. Not a support agent. Not a script-reader. A person who understands the full complexity of their financial life across borders. NRI banking is not simple. FEMA compliance, cross-border tax implications, NRO vs NRE decisions: customers get these wrong when no one takes the time to explain them. You will. You'll build real relationships, diagnose real problems, and feed what you learn back into how the product evolves. You'll sit at the intersection of customer experience and product thinking. What you hear every day shapes what we build next. WHAT YOU'LL DO - Own the end-to-end customer relationship for a book of NRI customers: from onboarding through ongoing advisory and retention - Drive adoption of NRI banking products by translating regulatory complexity (FEMA, tax implications, account structures) into plain, confident guidance - Resolve account, KYC, transaction, and documentation issues independently: first contact to confirmed resolution, no handoffs - Identify recurring friction patterns across your customer interactions and translate them into specific product and process improvement recommendations - Build and maintain detailed CRM records and contribute to internal playbooks that make the whole team sharper WHAT WE'RE LOOKING FOR - Experience in a customer-facing role in banking, fintech, financial services, or high-touch customer success - Strong understanding of financial products; ability to explain them simply — NRI banking knowledge is a plus, curiosity is a requirement - High ownership mindset: you treat a customer's problem as yours until it is solved - Ability to operate without a script — you diagnose, improvise, and escalate with full context when needed - Comfortable with regulatory and compliance complexity; you don't shy away from hard conversations - Clear written and verbal communication in English; able to hold nuanced conversations about money with customers under stress NICE TO HAVE - Additional Indian languages (Hindi, Tamil, Telugu, or others) - Experience in a startup or early-stage environment WHY JOIN ASPORA - You'll be the primary relationship owner for NRI customers navigating one of the most under-served financial journeys in global banking — your work directly shapes their trust in Aspora - You'll move fast on real problems: no ticket queues that disappear into the void. You own resolution. - What you learn from customers will directly feed product decisions. Your feedback loop to the team is short and real. - You'll develop rare expertise: cross-border financial regulation, NRI banking structures, and the nuance of serving a globally mobile customer base - Competitive salary, comprehensive benefits, and ESOPs aligned with Aspora's long-term vision. WHAT SUCCESS LOOKS LIKE - Customers feel genuinely guided through their NRI banking setup — not just processed - Issue resolution is end-to-end owned, with measurable reduction in repeat contacts - Customer insights are regularly surfaced to the product and ops teams in actionable form - CRM records and internal playbooks are detailed, current, and used by the wider team