About this role
Digitide Solutions Limited is seeking an Operations Executive for its CLM Domestic BFSI – Manpower Back Office division. The role blends operational oversight with frontline customer care, ensuring seamless service delivery, adherence to regulatory standards, and continuous process improvement within a fast‑paced financial services environment.
- Supervise daily back‑office activities to meet SLA targets and quality standards.
- Coordinate with Customer Care Executives to resolve client inquiries and escalations promptly.
- Monitor and analyze operational metrics, preparing regular performance reports for management.
- Ensure compliance with BFSI regulatory requirements and internal policies.
- Identify process bottlenecks and implement improvement initiatives.
- Manage resource allocation, scheduling, and shift planning for the back‑office team.
- Facilitate training and upskilling of staff on systems, procedures, and customer service best practices.
- Maintain accurate documentation of workflows, SOPs, and audit trails.
- Liaise with BFSI clients to understand their operational needs and provide tailored support.
- Drive continuous improvement through feedback loops and technology adoption.
- Bachelor's degree in Business Administration, Finance, or related field.
- Minimum 2 years of experience in operations or back‑office roles within BFSI or similar sector.
- Strong understanding of CLM (Contract Lifecycle Management) processes.
- Excellent communication and interpersonal skills for client and team interaction.
- Proficiency in MS Office suite and familiarity with CRM/ERP systems.
- Analytical mindset with ability to interpret data and generate actionable insights.
- Knowledge of regulatory compliance standards applicable to BFSI.
- Problem‑solving orientation with a customer‑centric approach.
- Ability to work in shifts and handle high‑volume workloads.
- Team player who can lead, motivate, and develop junior staff.