About this role
As an Operations Executive, you will play a vital role in our back-office operations, supporting the Customer Care Executive (CCE) team. Your primary focus will be on streamlining processes, optimizing workflows, and ensuring a seamless customer experience. This role requires a strong understanding of customer care principles and the ability to adapt to the unique needs of our BFSI (Banking, Financial Services, and Insurance) sector.
• Manage and oversee back-office operations, including data entry, record keeping, and administrative tasks. • Collaborate with the CCE team to resolve customer inquiries and issues, providing accurate and timely responses. • Implement and maintain efficient systems and processes to enhance operational efficiency. • Monitor and analyze customer feedback to identify areas for improvement and implement necessary changes. • Ensure compliance with company policies and procedures, especially in data privacy and security. • Train and mentor junior staff members, fostering a culture of excellence and continuous improvement. • Conduct regular performance reviews and provide constructive feedback to the team. • Stay updated with industry trends and best practices in customer care and back-office operations. • Develop and maintain strong relationships with internal stakeholders and external partners. • Assist in project management tasks, ensuring timely delivery of projects and initiatives.
• A bachelor's degree in Business Administration, Operations Management, or a related field is preferred. • Minimum 2 years of experience in a similar role, preferably in the BFSI industry. • Excellent organizational and time management skills, with the ability to prioritize tasks effectively. • Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues. • Proficiency in using MS Office suite and other relevant software for data management and analysis. • Excellent communication skills, both written and verbal, with the ability to interact professionally with customers and colleagues. • A customer-centric mindset, with a focus on delivering exceptional service and building positive relationships. • Ability to work independently and as part of a team, demonstrating strong collaboration skills. • Willingness to learn and adapt to new technologies and industry practices. • Strong work ethic, with a commitment to maintaining high standards of quality and integrity.