The Operations Executive will oversee day‑to‑day back‑office activities for the CLM Domestic BFSI segment, ensuring seamless processing of client requests, adherence to service level agreements, and high standards of customer satisfaction. This role acts as a bridge between the Customer Care Executive team and internal stakeholders, optimizing operational efficiency and supporting continuous improvement initiatives.
Responsibilities
- Monitor and manage inbound customer inquiries and issue resolution in coordination with the CCE team.
- Maintain accurate records of transactions, communications, and service metrics in the back‑office system.
- Ensure compliance with BFSI regulatory requirements and internal SOPs.
- Track and report on key performance indicators (KPIs) and service level agreements (SLAs).
- Identify process bottlenecks and propose improvement initiatives.
- Coordinate with cross‑functional teams to facilitate smooth handovers and escalations.
- Prepare daily, weekly, and monthly operational reports for management review.
- Conduct quality audits of customer interactions and back‑office processes.
- Assist in training and onboarding of new CCE and back‑office staff.
- Support the implementation of automation tools and workflow enhancements.
Qualifications
- Bachelor's degree in Business Administration, Finance, or related field.
- 2+ years of experience in back‑office operations within the BFSI sector.
- Robust understanding of customer care processes and service delivery.
- Excellent written and verbal communication skills.
- Proficiency with MS Office Suite and back‑office management software.
- Analytical mindset with ability to interpret data and generate insights.
- Knowledge of regulatory compliance standards applicable to BFSI.
- Ability to work under pressure and meet tight deadlines.
- Detail‑oriented with strong organizational skills.
- Team player with a proactive approach to problem‑solving.