About this role
The Operations Executive will manage the day‑to‑day back‑office activities for the CLM Domestic BFSI vertical, ensuring that customer care executives deliver high‑quality service. This role involves coordinating with cross‑functional teams, monitoring performance metrics, and implementing process improvements to meet service level agreements. The incumbent will act as a bridge between clients, internal stakeholders, and the back‑office staff, fostering a culture of continuous improvement and customer satisfaction.
- Supervise and coordinate daily back‑office operations for the CLM Domestic BFSI segment.
- Monitor key performance indicators (KPIs) and service level agreements (SLAs) to ensure compliance.
- Support Customer Care Executives (CCEs) by providing timely information, resources, and escalation handling.
- Identify process bottlenecks and lead continuous improvement initiatives.
- Prepare and present operational reports to senior management and clients.
- Manage workforce planning, scheduling, and resource allocation to meet demand fluctuations.
- Ensure adherence to regulatory and internal compliance standards specific to BFSI.
- Facilitate training and development programs for back‑office staff and CCEs.
- Liaise with clients to understand requirements, address concerns, and maintain strong relationships.
- Drive the implementation of automation tools and best practices to enhance efficiency.
- Bachelor's degree in Business Administration, Finance, or related field.
- Minimum 3 years of experience in back‑office operations within the BFSI sector.
- Proven experience supervising or coordinating customer service teams.
- Strong analytical skills with ability to interpret data and generate actionable insights.
- Excellent communication and interpersonal abilities.
- Knowledge of regulatory requirements and compliance standards in BFSI.
- Proficiency in MS Office Suite and familiarity with workflow management tools.
- Ability to manage multiple priorities in a fast‑paced environment.
- Problem‑solving mindset with a focus on process optimization.
- Leadership qualities with a track record of driving team performance.