About this role
The Operations Executive will manage the day‑to‑day back‑office activities for the CLM Domestic BFSI segment, ensuring seamless coordination between Customer Care Executives, internal teams, and clients. This role focuses on maintaining service level agreements, optimizing processes, handling documentation, and driving continuous improvement to support high‑quality customer experiences.
- Monitor and manage daily back‑office operations to meet SLA targets.
- Coordinate with Customer Care Executives to resolve client inquiries and issues promptly.
- Maintain accurate records of transactions, communications, and compliance documentation.
- Analyze operational metrics and generate performance reports for senior management.
- Identify process bottlenecks and implement improvement initiatives.
- Facilitate training and knowledge sharing for back‑office staff.
- Ensure adherence to regulatory and internal policy requirements.
- Act as the escalation point for complex client or operational problems.
- Collaborate with cross‑functional teams to align operational activities with business goals.
- Prepare and present weekly status updates to the department head.
- Bachelor's degree in Business Administration, Finance, or related field.
- 2+ years of experience in back‑office operations, preferably in BFSI.
- Strong understanding of CLM (Contract Lifecycle Management) processes.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office and back‑office management tools.
- Ability to analyze data and produce actionable insights.
- Detail‑oriented with strong organizational abilities.
- Experience handling customer escalations and issue resolution.
- Knowledge of regulatory compliance standards in the financial sector.
- Ability to work under pressure and meet tight deadlines.