About this role
The Branch Operations Executive will manage the day‑to‑day activities of the CLM Domestic BFSI back‑office unit, driving operational efficiency and delivering exceptional customer service. You will supervise a team of Customer Care Executives, enforce compliance standards, and collaborate with cross‑functional teams to meet service level agreements and business objectives.
- Supervise and mentor the Customer Care Executive (CCE) team to ensure high‑quality customer interactions.
- Monitor daily branch performance metrics and enforce SLA compliance.
- Handle escalated customer issues and coordinate timely resolutions.
- Coordinate with finance, compliance, and IT departments to streamline back‑office workflows.
- Develop and implement process improvement initiatives to boost efficiency.
- Prepare and present operational reports to senior management.
- Ensure adherence to regulatory and internal policy requirements.
- Manage staffing schedules, attendance, and resource allocation.
- Conduct regular training sessions on product knowledge and service standards.
- Maintain accurate documentation of operational procedures and customer communications.
- Bachelor's degree in Business Administration, Finance, or related field.
- Minimum 3 years of experience in back‑office operations within the BFSI sector.
- Proven leadership experience managing a customer care team.
- Strong understanding of CLM (Customer Lifecycle Management) processes.
- Excellent communication and problem‑solving skills.
- Ability to analyze data and generate actionable insights.
- Familiarity with CRM and ticketing systems.
- Knowledge of regulatory compliance standards in banking and insurance.
- Proficiency in MS Office Suite and reporting tools.
- Detail‑oriented with a focus on delivering superior customer satisfaction.