Operations Executive

As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and coordinating the activities of our Customer Care Executives (CCEs). You will act as a bridge between the front-line customer support and the back-office operations, ensuring a seamless flow of information and a positive customer experience.

• Manage and coordinate the activities of CCEs, ensuring efficient customer inquiry handling and issue resolution.
• Oversee the back-office operations, including data management, record-keeping, and process optimization.
• Monitor and analyze customer feedback and trends to identify areas for improvement in customer care processes.
• Collaborate with the CCE team to develop and implement strategies for enhancing customer satisfaction and loyalty.
• Ensure compliance with company policies, procedures, and quality standards in all back-office operations.
• Maintain accurate records and documentation of customer interactions and back-office activities.
• Provide regular performance feedback and coaching to CCEs, fostering a culture of continuous improvement.
• Work closely with the management team to align back-office operations with the overall business goals and strategies.
• Stay updated with industry trends and best practices in customer care and back-office management.
• Perform other ad-hoc duties as assigned by the management to support the smooth operation of the department.
• A bachelor's degree in Business Administration, Management, or a related field is preferred.
• Minimum 2 years of experience in a similar operations or customer care role, preferably in the BFSI industry.
• Strong leadership and management skills, with the ability to motivate and guide a team.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Proficiency in using MS Office suite and other relevant software for data management and reporting.
• Analytical mindset with the ability to interpret data and make informed decisions.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage multiple tasks simultaneously.
• Willingness to adapt to changing business needs and a fast-paced environment.
• A positive and collaborative attitude, with a focus on continuous improvement.