What are we looking for?

A person to drive team productivity, ensuring adherence to SLAs/TATs, maintaining quality standards, and implementing process improvements. The incumbent will manage operational workflows, monitor compliance, and lead stakeholder engagement while fostering team development.

What does the job entail?

- Drive team performance ensuring minimum average productivity of 80% per member and adherence to SLAs/TATs.

- Ensure emails received up to 5 PM are closed same day and actively monitor requests breaching TAT.

- Maintain quality of resolutions and implement corrective actions for process gaps by team members.

- Create and update trackers and MIS reports, highlighting spikes/drops in volumes with root cause analysis.

- Quickly learn new processes, train team for adoption, and monitor implementation.





- Ensure compliance with PFRDA guidelines and thorough understanding of NPS product features.

- Proficiency in MS Excel (VLOOKUP, macros, mail merge) and ability to analyze operational data.

- Experience in managing a team of at least 3 members and basic understanding of accounts will be an added advantage.

- Active stake holder management

Work Experience

5-10 years

Essential Qualification

Graduation

Preferred Skills

- Solid proficiency in MS Excel (VLOOKUP, macros, mail merge) and ability to analyze operational data.

- Excellent problem-solving and process improvement skills.

- Effective communication and stakeholder management capabilities.

📌 Deputy Manager - Customer Operations (POP Operations - HPMC) (Mumbai)
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