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.
- Maintain accurate records of transactions, communications, and compliance documentation.
- Analyze operational metrics and generate performance reports for senior management.
- Identify process bottlenecks and implement improvement initiatives.
- Facilitate training and knowledge sharing for back‑office staff.
- Ensure adherence to regulatory and internal policy requirements.
- Act as the escalation point for complex client or operational problems.
- Collaborate with cross‑functional teams to align operational activities with business goals.
- Prepare and present weekly status updates to the department head.
- Bachelor's degree in Business Administration, Finance, or related field.
- 2+ years of experience in back‑office operations, preferably in BFSI.
- Strong understanding of CLM (Contract Lifecycle Management) processes.
- Excellent communication and interpersonal skills.
- Proficiency in MS Office and back‑office management tools.
- Ability to analyze data and produce actionable insights.
- Detail‑oriented with strong organizational abilities.
- Experience handling customer escalations and issue resolution.
- Knowledge of regulatory compliance standards in the financial sector.
- Ability to work under pressure and meet tight deadlines.