About the role
- Serve as the first point of contact for customer inquiries and resolve issues promptly.
- Monitor and manage daily back‑office workflows to meet service level agreements.
- Coordinate with Customer Care Executives to ensure consistent communication and service quality.
- Track key performance indicators (KPIs) and generate operational reports for management.
- Maintain compliance with BFSI regulations and internal policies.
- Identify process bottlenecks and implement improvement initiatives.
- Oversee documentation, data entry, and record‑keeping accuracy.
- Facilitate training and coaching sessions for back‑office staff.
- Liaise with BFSI clients to understand requirements and provide status updates.
- Assist in resource planning and shift scheduling to ensure coverage.
- Bachelor's degree in Business, Finance, or related field.
- Minimum 2 years of experience in operations or back‑office roles within BFSI.
- Strong verbal and written communication skills in English.
- Proficiency with MS Office suite and CRM/ERP systems.
- Excellent problem‑solving and decision‑making abilities.
- Knowledge of BFSI regulatory and compliance standards.
- Ability to work in a shift‑based environment and handle high call volumes.
- Detail‑oriented with strong organizational skills.
- Customer‑focused mindset with a service excellence attitude.
- Team player capable of collaborating across departments.