Operations Executive

As an Operations Executive, you will play a vital role in our back-office operations, supporting the overall efficiency and effectiveness of our customer care processes. Your primary focus will be on managing and optimizing the back-office functions, ensuring that our customer care executives have the necessary tools and resources to deliver exceptional service. You will work closely with the CCE team, providing guidance and support to enhance their performance and ensure a positive customer experience.

• Manage and oversee back-office operations, including workflow management and resource allocation.
• Collaborate with the CCE team to identify and implement process improvements, ensuring efficient customer inquiry handling.
• Monitor and analyze customer feedback and satisfaction metrics, implementing strategies to address any concerns.
• Develop and maintain strong relationships with internal stakeholders, including other departments and teams.
• Ensure compliance with company policies, procedures, and regulatory requirements in all back-office operations.
• Conduct regular performance evaluations and provide constructive feedback to the CCE team, fostering a culture of continuous improvement.
• Stay updated on industry trends and best practices, suggesting innovative solutions to enhance operational efficiency.
• Oversee the training and development of new CCEs, ensuring they are equipped with the necessary skills and knowledge.
• Handle escalations and complex customer inquiries, providing timely and effective resolutions.
• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Minimum 3 years of experience in a similar operations executive or back-office management role.
• Strong leadership and team management skills, with the ability to motivate and inspire a high-performing team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using MS Office suite and other relevant software for data analysis and reporting.
• Analytical mindset with the ability to interpret data and make data-driven decisions.
• Experience in process improvement initiatives, with a track record of successful implementation.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Strong problem-solving skills, with a proactive approach to identifying and resolving issues.
• Flexibility to adapt to changing business needs and a willingness to learn and grow within the role.