About the role
- Manage and oversee back-office operations, including workflow management and process optimization.
- Ensure efficient and timely resolution of customer inquiries and issues, maintaining high customer satisfaction.
- Collaborate with the customer care team to provide support and guidance, ensuring a seamless customer experience.
- Implement and maintain effective communication channels with customers, promoting a positive brand image.
- Monitor and analyze customer feedback and trends to identify areas for improvement and implement necessary changes.
- Develop and implement strategies to enhance operational efficiency, including process automation and standardization.
- Train and mentor back-office staff, ensuring a skilled and motivated workforce.
- Maintain accurate records and documentation, ensuring compliance with company policies and industry regulations.
- Work closely with the IT team to troubleshoot and resolve any technical issues affecting back-office operations.
- Conduct regular performance reviews and provide constructive feedback to team members.
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- Minimum 3 years of experience in a similar operations executive role, preferably in the BFSI industry.
- Strong leadership and management skills, with the ability to motivate and guide a team.
- Excellent organizational and time management abilities, with a focus on detail.
- Proficiency in using MS Office suite and other relevant software for operations management.
- Strong analytical and problem-solving skills, with the ability to make data-driven decisions.
- Effective communication and interpersonal skills, with the ability to build positive relationships.
- Ability to work independently and manage multiple tasks simultaneously.
- Familiarity with customer relationship management (CRM) systems is preferred.
- Willingness to adapt to changing business needs and a fast-paced work environment.