Assistant Manager – Case & Communications Management

RAPSYS TECHNOLOGIES PTE. LTD.; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

A leading technology solutions firm is seeking an Assistant Manager for Case & Communications Management in Mumbai. The role involves overseeing operations, monitoring performance, and handling escalations. Candidates should have 3-5 years of experience in customer service or operations, along with prior team handling experience. Strong communication skills and advanced knowledge of Excel and workflow tools like Zoho or Jira are essential. This full-time role offers a competitive pay package ranging from ₹6 to ₹9 LPA.

Qualifications

• 3–5 years of experience in customer service or operations.
• Prior team handling experience is mandatory.

Responsibilities

• Allocate and manage daily tasks across the team.
• Monitor TAT adherence and ensure timely resolution.
• Handle escalations and ensure effective closure.
• Coordinate with stakeholders to manage dependencies.
• Ensure strict quality control with minimal errors.
• Track team performance and drive improvement plans.
• Prepare and share reports with stakeholders.
• Train and mentor team members.
• Drive process improvements and operational excellence.

Skills

Excellent written and verbal communication skills

Strong process understanding

High ownership and accountability mindset

Strong attention to detail

Ability to manage high-pressure environments

Experience in handling escalations

Strong analytical skills

Advanced Excel knowledge

Experience with workflow systems (Zoho, Trello, Jira)

Tech-savvy

Education

Graduate in any discipline

Job description

Assistant Manager – Case & Communications Management

Location: Mumbai
Employment Type: Full-time | Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)
Reports to: Manager – Case & Communications

Role Overview

We are seeking a proactive and result-driven Assistant Manager to oversee end-to-end operations, ensuring seamless process execution, adherence to defined turnaround times (TAT), and high-quality standards.

This role requires strong ownership, team management capabilities, and the ability to handle high-volume and ambiguity-driven scenarios, especially in complex and contested cases involving multiple stakeholders.

Key Responsibilities

• Allocate and manage daily tasks across the team to ensure smooth operations
• Monitor TAT adherence and ensure timely resolution of all queues
• Handle escalations and ensure quick, effective closure
• Coordinate with internal and external stakeholders to manage dependencies
• Ensure strict quality control with zero critical errors and minimal minor errors
• Track team performance and drive improvement plans for low performers
• Ensure adherence to SOPs, templates, and process guidelines
• Prepare and share MIS, reports, and performance updates with stakeholders
• Train, mentor, and coach team members to improve productivity and efficiency
• Drive process improvements and operational excellence initiatives

Eligibility & Qualifications

• Graduate in any discipline (additional certifications are a plus)
• Experience: 3–5 years in customer service / operations
• Mandatory: Prior team handling experience

Required Skills

• Excellent written and verbal communication skills
• Strong process understanding with ability to enforce SOP adherence
• High ownership and accountability mindset
• Strong attention to detail, especially in documentation and quality checks
• Ability to manage high-pressure, TAT-driven environments
• Experience in handling escalations and stakeholder communication
• Strong analytical skills for MIS, reporting, and performance tracking
• Advanced Excel knowledge (mandatory)
• Hands-on experience with tools like Zoho, Trello, Jira or similar workflow systems (mandatory)
• Tech-savvy with the ability to adapt to new tools and automation systems

Compensation

• CTC: ₹6 – ₹9 LPA