Job highlights

- Graduate in any discipline (additional certifications are a plus) .
- Required Skills
- Experience: 3-5 years in customer service / operations .
- Mandatory: Prior team handling experience . .

Job Summary Assistant Manager - Case Communications Management.

Location: Mumbai. Employment Type: Full-time | Work from Office. Working Days: 5 Days (Saturday Sunday Fixed Off). Reports to: Manager - Case Communications.

Role Overview: We are seeking a proactive and result-driven Assistant Manager to oversee end-to-end operations, ensuring seamless process execution, adherence to defined turnaround times (TAT), and high-quality standards. This role requires robust ownership, team management capabilities, and the ability to handle high-volume and ambiguity-driven scenarios, especially in complex and contested cases involving multiple stakeholders.

Responsibilities

- Allocate and manage daily tasks across the team to ensure smooth operations
- Monitor TAT adherence and ensure timely resolution of all queues
- Handle escalations and ensure quick, effective closure
- Coordinate with internal and external stakeholders to manage dependencies
- Ensure strict quality control with zero critical errors and minimal minor errors
- Track team performance and drive improvement plans for low performers
- Ensure adherence to SOPs, templates,



and process guidelines
- Prepare and share MIS, reports, and performance updates with stakeholders
- Train, mentor, and coach team members to improve productivity and efficiency
- Drive process improvements and operational excellence initiatives

Eligibility

- Graduate in any discipline (additional certifications are a plus)
- Experience: 3-5 years in customer service / operations
- Mandatory: Prior team handling experience

Required Skills

- Excellent written and verbal communication skills
- Strong process understanding with ability to enforce SOP adherence
- High ownership and accountability mindset
- Strong attention to detail, especially in documentation and quality checks

- Advanced Excel knowledge
- Hands-on experience with tools like Zoho, Trello, Jira or similar workflow systems
- Experience in handling escalations and stakeholder communication
- Solid analytical skills for MIS, reporting, and performance tracking
- Tech-savvy with the ability to adapt to new tools and automation systems

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Assistant Manager - Case & Communications Management (Mumbai)
🏢 Rapsys Tech Solutions
📍 Mumbai