About the role
Job PurposeTo maintain MIS reports to monitor case volumes, TAT, SLA adherence, pending cases,and team productivity. This role requires strong email communication, datamanagement and analytical skills.
Key Responsibilities Prepare daily, weekly, and monthly MIS reports on complaints, queries, requests,escalations, and case closures. Maintain trackers for case volumes, pending cases, ageing, TAT breaches, SLAadherence, and resolution status. Monitor individual productivity, case handling volumes, backlog, and resolutionefficiency. Prepare dashboards and reports for management reviews and operationalperformance monitoring. Validate data accuracy, perform reconciliations, and ensure consistency betweenCRM records and MIS reports. Identify trends, recurring complaint categories, and process gaps through dataanalysis. Highlight overdue cases and critical escalations to management for timelyintervention. Support regulatory reporting, internal audits, and data submissions within definedtimelines. Maintain updated records and ensure timely submission of all assigned reports.Stakeholder Coordination Follow up on outstanding actions and ensure clear accountability for pendingcases. Identify opportunities to improve email response quality, reporting accuracy, andgrievance handling efficiency. Adhere to defined processes, quality standards, and documentationrequirements.
Required Qualifications and Skills Graduate in any discipline. 1–3 years of experience in email support, customer service, and MIS reporting. Strong written communication and email drafting skills. Good working knowledge of MS Excel, including VLOOKUP/XLOOKUP, PivotTables, IF formulas, COUNTIF/SUMIF, and data validation. Ability to prepare MIS reports, analyse data, and maintain accurate trackers. Experience with Freshdesk or other CRM/helpdesk platforms is preferred. Strong analytical, problem-solving, organisational, and follow-up skills. Ability to manage multiple priorities and meet strict deadlines. Knowledge of NBFC/Fintech operations, lending products, complaint handling, and regulatory grievance processes will be an advantage.
Key Performance Indicators (KPIs) Timely and accurate submission of MIS reports. Adherence to complaint resolution TAT and SLA. Quality and accuracy of customer email responses. Accuracy of documentation, and reporting.
Preferred Candidate ProfileThe ideal candidate should be comfortable handling both customer-facing emailcommunication and data-driven reporting responsibilities. The candidate mustdemonstrate strong attention to detail, ownership of assigned cases, proficiency inExcel, and the ability to coordinate effectively with multiple internal stakeholders whilemeeting service and compliance standards.