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Supervise and mentor the Customer Care Executive (CCE) team to ensure high-quality customer interactions.\n Monitor daily branch performance metrics and enforce SLA compliance.\n Handle escalated customer issues and coordinate timely resolutions.\n Coordinate with finance, compliance, and IT departments to streamline back-office workflows.\n Develop and implement process improvement initiatives to boost efficiency.\n Prepare and present operational reports to senior management.\n Ensure adherence to regulatory and internal policy requirements.\n Manage staffing schedules, attendance, and resource allocation.\n Conduct regular training sessions on product knowledge and service standards.\n Maintain accurate documentation of operational procedures and customer communications.\n Bachelor's degree in Business Administration, Finance, or related field.\n Minimum 3 years of experience in back-office operations within the BFSI sector.\n Proven leadership experience managing a customer care 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