The Executive will lead the back‑office team within the CLM Domestic BFSI vertical, ensuring seamless handling of customer inquiries and issue resolution. You will be responsible for driving operational excellence, maintaining high service standards, and collaborating with cross‑functional teams to support the company's growth objectives.

Responsibilities

- Lead and mentor the Customer Care Executive (CCE) team to achieve performance targets.
- Monitor key performance indicators (KPIs) and ensure compliance with service level agreements (SLAs).
- Handle escalated customer issues and provide timely resolutions.
- Develop and deliver training programs to enhance product knowledge and communication skills.
- Coordinate with sales, compliance, and IT departments to streamline processes.
- Implement continuous improvement initiatives to boost efficiency and customer satisfaction.
- Prepare and present regular performance and trend reports to senior management.




- Maintain accurate documentation of customer interactions and resolutions.
- Ensure adherence to regulatory and data‑privacy requirements specific to BFSI.
- Drive workforce planning and scheduling to meet fluctuating demand.

Qualifications

- Bachelor's degree in Business, Finance, or related field.
- Minimum 3 years of experience in BFSI back‑office or customer care operations.
- Proven leadership and team‑management abilities.
- Solid verbal and written communication skills in English.
- Solid understanding of Contract Lifecycle Management (CLM) concepts.
- Proficiency with CRM and ticketing tools; advanced MS Office skills.
- Analytical mindset with ability to interpret data and generate insights.
- Excellent problem‑solving and decision‑making capabilities.
- Ability to work under pressure and meet tight deadlines.
- Knowledge of industry regulations and compliance standards.

📌 Executive (Thane)
🏢 Digitide Solutions
📍 Thane