About The Role

As an Operations Executive, you will be responsible for overseeing the daily operations of our back-office team, ensuring smooth and efficient processes. You will collaborate closely with the Customer Care Executive (CCE) team to provide exceptional customer support and resolve any issues promptly. Your role is vital in maintaining a positive customer experience and driving the success of our business.

Manage and oversee the daily operations of the back-office team, ensuring efficient workflow and timely completion of tasks.
Collaborate with the CCE team to understand customer inquiries, provide accurate information, and resolve issues effectively.
Implement and maintain organized systems and processes to enhance productivity and streamline operations.
Monitor and analyze performance metrics to identify areas for improvement and implement strategies to optimize efficiency.
Ensure compliance with company policies and procedures, maintaining a high standard of quality and professionalism.
Train and mentor back-office staff, providing guidance and support to enhance their skills and performance.
Build and maintain strong relationships with internal teams and external partners to facilitate smooth operations.
Handle escalations and complex customer inquiries, providing timely and satisfactory resolutions.
Stay updated with industry trends and best practices, suggesting improvements to enhance our customer care services.
Prepare and present regular reports on back-office operations, highlighting key metrics and areas of focus.
A bachelor's degree in business administration, operations management, or a related field is preferred.
Minimum 2 years of experience in a similar operations executive or back-office management role.
Excellent organizational and time management skills, with the ability to prioritize tasks and handle multiple projects.
Strong problem-solving and analytical skills, with a proactive approach to identifying and resolving issues.
Exceptional communication and interpersonal skills, with the ability to build positive relationships.
Proficiency in using MS Office suite and other relevant software for operations management.
Ability to work independently and make sound decisions with minimal supervision.
A customer-centric mindset, with a focus on delivering exceptional customer experiences.
Willingness to adapt to changing business needs and a fast-paced work environment.
Strong attention to detail and a commitment to maintaining high standards of quality.