Operations Executive

As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and coordinating the activities of our Customer Care Executives (CCEs). You will act as a bridge between the front-line customer support and the back-office operations, ensuring a seamless flow of information and a positive customer experience.

• Manage and supervise a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service.
• Oversee the handling of customer inquiries, ensuring timely and accurate responses.
• Monitor and analyze customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Collaborate with other departments to ensure smooth operations and efficient resolution of customer issues.
• Develop and implement processes and procedures to streamline back-office operations and improve overall efficiency.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Conduct regular performance evaluations and provide constructive feedback to CCEs, fostering a culture of continuous improvement.
• Stay updated with industry trends and best practices, suggesting innovative solutions to enhance customer care.
• Build and maintain strong relationships with key stakeholders, including clients and partners.
• Assist in training and onboarding new CCEs, ensuring they are equipped with the necessary skills and knowledge.

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer care or operations management role, preferably in the BFSI industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Proven leadership and team management skills, with a track record of motivating and developing high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent organizational skills and attention to detail.
• Flexibility to adapt to changing business needs and a dynamic work environment.
• A customer-centric mindset, with a passion for delivering exceptional service.