Abstract

Operational delays in fintech customer support centers significantly impact customer satisfaction, regulatory compliance, and overall business performance. This paper develops a comprehensive Lean Six Sigma framework tailored to address these delays by integrating Lean’s waste reduction principles with Six Sigma’s data-driven quality improvement methods. The framework is structured around the DMAIC phases, incorporating Lean tools to systematically identify, measure, and eliminate inefficiencies specific to fintech support environments characterized by complex workflows and stringent regulatory requirements. Key implementation considerations, including organizational readiness, data collection, and continuous improvement mechanisms, are examined to ensure sustainable operational excellence. The proposed framework bridges a critical gap in the literature by offering a targeted approach for fintech firms to optimize customer support processes, enhance service quality, and maintain agility in a fast-evolving industry. Practical implications for managers and practitioners include improved resource utilization, enhanced performance monitoring, and a culture of continuous improvement. Future research directions focus on empirical validation, broader fintech applications, and integration with emerging technologies to further advance operational efficiency. This study contributes both theoretical insights and actionable strategies for reducing delays and driving customer-centric excellence in fintech customer support centers.