About the role
- Monitor and manage inbound customer inquiries and issue resolution in coordination with the CCE team.
- Maintain accurate records of transactions, communications, and service metrics in the back‑office system.
- Ensure compliance with BFSI regulatory requirements and internal SOPs.
- Track and report on key performance indicators (KPIs) and service level agreements (SLAs).
- Identify process bottlenecks and propose improvement initiatives.
- Coordinate with cross‑functional teams to facilitate smooth handovers and escalations.
- Prepare daily, weekly, and monthly operational reports for management review.
- Conduct quality audits of customer interactions and back‑office processes.
- Assist in training and onboarding of new CCE and back‑office staff.
- Support the implementation of automation tools and workflow enhancements.
- Bachelor's degree in Business Administration, Finance, or related field.
- 2+ years of experience in back‑office operations within the BFSI sector.
- Strong understanding of customer care processes and service delivery.
- Excellent written and verbal communication skills.
- Proficiency with MS Office Suite and back‑office management software.
- Analytical mindset with ability to interpret data and generate insights.
- Knowledge of regulatory compliance standards applicable to BFSI.
- Ability to work under pressure and meet tight deadlines.
- Detail‑oriented with strong organizational skills.
- Team player with a proactive approach to problem‑solving.