Job Summary

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 detail-oriented and proactive Senior Executive who will act as a bridge between the operations team and management, ensuring smooth handling of complex and contested cases. This role requires strong process understanding, decision-making ability, and ownership to minimize escalations while maintaining high quality and strict turnaround times (TAT). The Senior Executive will also play a key role in guiding team members, resolving queries, and driving overall process efficiency.

Key Responsibilities
Handle complex and high-priority cases with accurate decision-making
Review queries from Executives and provide guidance before escalation to senior stakeholders
Manage coordination across internal tools and ensure proper case escalation with complete details
Ensure adherence to TAT for all assigned tasks and support the team in meeting deadlines
Handle claimant/respondent escalations and provide timely, professional resolutions
Monitor and validate case updates, documentation, and system entries
Ensure error-free execution of critical operational tasks and submissions




Support workload distribution and queue management in coordination with reporting manager
Act as the first level of quality check for team outputs and minimize escalation dependency
Provide on-floor guidance, training, and mentoring to junior team members

Qualifications
Graduate in any discipline (additional certifications are a plus)
Experience: Minimum 2+ years in customer service / operations role
Required Skills: Excellent written and verbal communication skills
Solid understanding of processes and ability to handle complex scenarios
High ownership mindset with robust problem-solving ability
Robust attention to detail and documentation accuracy
Ability to manage TAT-driven tasks under pressure
Experience in handling escalations and critical cases
Good working knowledge of Excel (mandatory)
Tech-savvy with the ability to work across multiple tools and platforms
Ability to guide, mentor, and support junior team members

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.

📌 Sr Executive Case & Communications Management Mumbai (India)
🏢 Rapsys Tech Solutions
📍 India