About this role
As an Operations Executive, you will play a vital role in overseeing and optimizing the back-office functions within our company. Your primary focus will be on enhancing operational efficiency and ensuring that our customer care team delivers exceptional service. This role requires strong organizational skills, attention to detail, and the ability to work collaboratively with various teams.
• Manage and oversee back-office operations, including workflow management and process optimization. • Ensure efficient and timely resolution of customer inquiries and issues, maintaining high customer satisfaction. • Collaborate with the customer care team to provide support and guidance, ensuring a seamless customer experience. • Implement and maintain effective communication channels with customers, promoting a positive brand image. • Monitor and analyze customer feedback and trends to identify areas for improvement and implement necessary changes. • Develop and implement strategies to enhance operational efficiency, including process automation and standardization. • Train and mentor back-office staff, ensuring a skilled and motivated workforce. • Maintain accurate records and documentation, ensuring compliance with company policies and industry regulations. • Work closely with the IT team to troubleshoot and resolve any technical issues affecting back-office operations. • Conduct regular performance reviews and provide constructive feedback to team members.
• Bachelor's degree in Business Administration, Operations Management, or a related field. • Minimum 3 years of experience in a similar operations executive role, preferably in the BFSI industry. • Strong leadership and management skills, with the ability to motivate and guide a team. • Excellent organizational and time management abilities, with a focus on detail. • Proficiency in using MS Office suite and other relevant software for operations management. • Strong analytical and problem-solving skills, with the ability to make data-driven decisions. • Effective communication and interpersonal skills, with the ability to build positive relationships. • Ability to work independently and manage multiple tasks simultaneously. • Familiarity with customer relationship management (CRM) systems is preferred. • Willingness to adapt to changing business needs and a fast-paced work environment.