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The role will coordinate daily back-office activities, ensure seamless customer interactions, and drive operational excellence across the team. You will act as a bridge between the Customer Care Executives and senior management, maintaining service quality and compliance in a fast-paced financial services environment. Monitor and manage daily back-office workflow to meet SLA targets.\n Supervise and support Customer Care Executives in handling inquiries and issue resolution.\n Coordinate with cross-functional teams to ensure accurate data entry and processing.\n Escalate and resolve complex customer issues in collaboration with senior staff.\n Maintain compliance with BFSI regulations and internal policies.\n Prepare and present operational performance reports to management.\n Identify process bottlenecks and implement continuous improvement initiatives.\n Conduct training sessions for new hires and ongoing skill development.\n Manage resource allocation and scheduling to optimize productivity.\n Assist in the development and documentation of standard operating procedures.\n Bachelor's degree in Business, Finance, or related field.\n Minimum 2 years of experience in BFSI back-office or operations role.\n Strong understanding of CLM (Contract Lifecycle Management) processes.\n Excellent communication and interpersonal skills.\n Proven ability to handle high-volume customer interactions.\n Analytical mindset with strong problem-solving abilities.\n Proficiency in MS Office Suite and relevant back-office software.\n Knowledge of regulatory requirements in the financial services sector.\n Ability to work under pressure and meet tight deadlines.\n Detail-oriented with a focus on accuracy and quality.","description_format":"text","description_chars":1826,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Business Process Outsourcing 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