Department - Trans-Connect Operations (TCOPS)

Reporting To: Operations Lead – Trans-Connect

Location: kopar khirane,Navi Mumbai

Working Model

- Rotational shift operations
- Business-critical support function
- 365-day operations
- Shift window: 07:00 AM – 10:00 PM

About Trans-Connect

Trans-Connect is Jio-bp’s digital fleet management and mobility platform, enabling commercial fleet operators to manage fueling, payments, fleet controls, driver management, and business transactions across a nationwide network.

The platform processes high-volume daily transactions and supports thousands of fleet customers, vehicles, drivers, channel partners, and retail outlets across India.

Role Purpose The Techno-Functional Desk Executive serves as the first point of contact (L1/L2 Support) for all operational and techno-functional issues related to the Trans-Connect platform. This role ensures seamless customer and field support, timely issue resolution, transaction monitoring, fraud risk management, SLA compliance, and cross-functional coordination.

Critical to maintaining operational continuity, supporting revenue-generating activities, and delivering exceptional service to internal and external stakeholders.

Key Responsibilities

1. Operational Support & Incident Management

- Provide real-time operational support to field teams, channel partners, and internal stakeholders
- Act as the primary escalation point for operational and transaction-related issues
- Identify, troubleshoot, resolve, or escalate incidents within SLA timelines
- Maintain business continuity during critical incidents and peak transaction periods

2. Call Management

- Handle inbound operational support calls from:
- Channel Partners (TCCs & Retail Outlets)
- Key Account Managers (KAMs)
- Area Sales Representatives (ASRs)
- Sales & Operations Teams

- Record, track, and manage all cases via CRM systems




- Maintain high standards of customer service and end-to-end issue ownership

3. Email & Ticket Management

- Manage the official TCOPS support mailbox
- Acknowledge and respond to requests within SLA timelines
- Categorize, prioritize, and track tickets to closure
- Ensure timely stakeholder updates throughout the resolution lifecycle

4. Salesforce CRM Operations

- Manage escalated CRM cases related to:
- Customer enrolments
- Fuel transactions
- Cash and digital loadings
- Reversals and settlement issues
- Business Continuity Process (BCP) exceptions

- Ensure all cases are resolved within agreed TAT

5. Fraud Monitoring & Risk Control

- Monitor Fraud Early Warning System (FEWS) alerts and transaction anomalies
- Conduct preliminary investigations into suspicious activities
- Initiate preventive and corrective actions per defined SOPs
- Support fraud prevention initiatives and revenue protection measures

6. Digital Payments & Transaction Operations

- Monitor and support:
- Fleet Card Transactions
- Payment Gateway Transactions
- Wallet Loadings
- Banking Integrations
- Settlement and Reconciliation Activities

- Coordinate with banking partners and payment vendors to resolve issues

7. MIS, Analytics & Reporting

- Prepare and publish daily, weekly, and monthly operational reports covering:
- Transaction volumes
- Loading trends
- Reversal metrics
- Payment gateway performance
- SLA adherence
- Operational exceptions

- Ensure accuracy, consistency, and timely report distribution

8. Training & Knowledge Management

- Conduct training and knowledge-sharing sessions for:
- Retail Outlet Staff
- Channel Partners
- Field Teams

- Educate stakeholders on operational processes, BCP procedures, and best practices
- Maintain and update process documentation and knowledge repositories

9. Customer & Call Centre Escalation Support

- Provide Level-2 support for escalated customer complaints and operational issues
- Perform root cause analysis and recommend long-term corrective actions

📌 MIS Executive/ Backoffice operations/Sales coordinator- Navi Mumbai
🏢 WAY2GO
📍 Navi Mumbai