About the role
- Monitor and manage daily back‑office operations to meet SLA targets.
- Coordinate with Customer Care Executives to resolve client inquiries and issues promptly.
- Escalate and track critical incidents, ensuring timely resolution and communication.
- Prepare and present operational performance reports to senior management.
- Implement process improvements to enhance efficiency and reduce turnaround times.
- Ensure compliance with BFSI regulatory requirements and internal policies.
- Maintain accurate documentation of workflows, SOPs, and audit trails.
- Assist in resource planning, scheduling, and workload distribution.
- Conduct training sessions for new hires and ongoing skill development for the team.
- Liaise with cross‑functional teams (IT, Finance, Compliance) to support operational initiatives.
- Bachelor's degree in Business, Finance, or related field.
- Minimum 2 years of experience in BFSI operations or back‑office support.
- Strong understanding of CLM (Contract Lifecycle Management) processes.
- Excellent verbal and written communication skills.
- Proven problem‑solving and decision‑making abilities.
- Proficiency with MS Office Suite and familiarity with CRM/ERP systems.
- Ability to work in shift‑based schedules and handle high‑volume workloads.
- Analytical mindset with attention to detail and data‑driven approach.
- Customer‑centric attitude with a focus on service excellence.
- Team player who can collaborate effectively across departments.