About this role
The CPA Executive will serve as the primary point of contact for our BFSI clients, overseeing the Customer Care Executive (CCE) team within the CLM Domestic Back‑Office department. This role ensures high‑quality service delivery, resolves complex client issues, and drives continuous improvement in customer satisfaction while aligning with regulatory and internal compliance standards.
- Supervise and mentor a team of Customer Care Executives handling BFSI client inquiries.
- Act as the escalation point for high‑severity issues and ensure timely resolution.
- Monitor key performance indicators (KPIs) such as response time, resolution rate, and CSAT scores.
- Develop and enforce standard operating procedures (SOPs) for back‑office customer support.
- Collaborate with cross‑functional teams (operations, compliance, IT) to address systemic issues.
- Prepare and present regular performance reports to senior management.
- Identify training needs and coordinate skill‑enhancement programs for the CCE team.
- Ensure adherence to industry regulations and internal compliance policies.
- Drive process improvement initiatives to increase efficiency and reduce error rates.
- Maintain up‑to‑date knowledge of BFSI products, services, and market trends.
- Bachelor’s degree in Commerce, Finance, Business Administration, or related field.
- Minimum 5 years of experience in customer care or back‑office operations within BFSI sector.
- Proven leadership experience managing a team of customer service professionals.
- Strong understanding of BFSI regulatory environment and compliance requirements.
- Excellent communication and interpersonal skills.
- Analytical mindset with ability to interpret data and drive actionable insights.
- Proficiency in CRM and back‑office support tools.
- Problem‑solving orientation with a focus on customer satisfaction.
- Ability to work under pressure and meet tight service level agreements.
- Professional certifications (e.g., CPA, CCA, or relevant industry certifications) are a plus.