Assistant Manager - Case & Communications Management

Rapsys Tech Solutions; Mumbai; Vor Ort; INR 800.000 - 1.200.000; Vollzeit

Zusammenfassung

Rapsys Tech Solutions in Mumbai is seeking an Assistant Manager for Case Communications Management. The role focuses on overseeing end-to-end operations, ensuring adherence to TAT, and maintaining high quality in complex, high-volume cases. You will lead a team, manage escalations, and drive process improvements.

The position offers full-time, office-based work with 5-day weeks and fixed weekends. Strong communication, Excel, and stakeholder coordination are essential for success.

Qualifikationen

• Graduate in any discipline; 3-5 years in customer service/operations

Aufgaben

• 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

Kenntnisse

Communication skills

SOP adherence

Ownership mindset

Attention to detail

Advanced Excel

MIS/reporting

Stakeholder communication

Analytical skills

Automation familiarity

Ausbildung

Graduate in any discipline

Tools

Zoho

Trello

Jira

Jobbeschreibung

Job Summary

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.

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

• 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
• Advanced Excel knowledge
• Hands-on experience with tools like Zoho, Trello, Jira or similar workflow systems
• Experience in handling escalations and stakeholder communication
• Strong analytical skills for MIS, reporting, and performance tracking
• Tech-savvy with the ability to adapt to new tools and automation systems