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 the Customer Care Executive (CCE) team and internal stakeholders. This role focuses on maintaining service level agreements, driving process improvements, handling escalations, and delivering accurate operational reporting to support business objectives.
- Monitor and supervise daily back‑office operations to meet SLA targets.
- Coordinate with CCEs to ensure timely resolution of customer inquiries and issues.
- Analyze workflow metrics and implement process enhancements for efficiency.
- Handle escalated customer complaints and provide root‑cause analysis.
- Prepare and present operational performance reports to senior management.
- Maintain accurate documentation of processes, policies, and compliance requirements.
- Facilitate training and knowledge sharing sessions for back‑office staff.
- Collaborate with cross‑functional teams to align operational activities with business goals.
- Ensure data integrity and confidentiality in line with BFSI regulations.
- Identify and mitigate operational risks through proactive monitoring.
- Bachelor's degree in Business Administration, Finance, or related field.
- 2+ years of experience in back‑office operations within BFSI or similar industry.
- Strong understanding of customer care processes and SLA management.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office and workflow management tools.
- Analytical mindset with ability to interpret data and drive improvements.
- Knowledge of regulatory compliance standards in the financial sector.
- Ability to handle high‑pressure situations and resolve conflicts.
- Detail‑oriented with strong organizational abilities.
- Team player with leadership potential.