Operations Executive

Digitide; Jalandhar; On-site; INR 400,000 - 700,000; Full time

Job summary

Digitide in India is seeking an Operations Executive to oversee day-to-day back-office operations and supervise our Customer Care Executives, ensuring a seamless information flow and a high-quality customer experience.

You will handle inquiries, monitor feedback, collaborate with other departments, and drive process improvements while maintaining compliance.

The role requires a Bachelor's degree in Business Administration or related field and a minimum of 3 years in customer care or operations.

Qualifications

• Executive with 3+ years in customer care or operations management in BFSI preferred.
• Strong leadership and people-management abilities.
• Excellent communication and interpersonal skills.
• Data-driven decision making and analytical thinking.
• Proficiency with CRM software and related tools.

Responsibilities

• Manage and supervise a team of Customer Care Executives, guiding and supporting high‑quality service.
• Oversee handling of customer inquiries with timely, accurate responses.
• Monitor feedback and implement improvements to boost customer satisfaction.
• Collaborate with other departments to ensure smooth operations and issue resolution.
• Develop and implement back-office processes to improve efficiency and compliance.
• Conduct regular performance evaluations and provide constructive feedback.
• Stay updated with industry trends and best practices."
• Build relationships with key stakeholders and participate in training new CCEs.

Skills

Leadership

Communication

CRM proficiency

Analytical thinking

Team management

Education

Bachelor's degree in Business Administration or related field

Tools

CRM systems

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As an Operations Executive, you will play a vital role in overseeing the day-to-day operations of our back-office team. Your primary focus will be to ensure efficient and effective customer care by managing and coordinating the activities of our Customer Care Executives (CCEs). You will act as a bridge between the front-line customer support and the back-office operations, ensuring a seamless flow of information and a positive customer experience.

Responsibilities

• Manage and supervise a team of Customer Care Executives, providing guidance and support to ensure high-quality customer service.
• Oversee the handling of customer inquiries, ensuring timely and accurate responses.
• Monitor and analyze customer feedback to identify areas for improvement and implement strategies to enhance customer satisfaction.
• Collaborate with other departments to ensure smooth operations and efficient resolution of customer issues.
• Develop and implement processes and procedures to streamline back-office operations and improve overall efficiency.
• Ensure compliance with company policies and procedures, maintaining a high standard of professionalism.
• Conduct regular performance evaluations and provide constructive feedback to CCEs, fostering a culture of continuous improvement.
• Stay updated with industry trends and best practices, suggesting innovative solutions to enhance customer care.
• Build and maintain strong relationships with key stakeholders, including clients and partners.
• Assist in training and onboarding new CCEs, ensuring they are equipped with the necessary skills and knowledge.

Qualifications

• Bachelor's degree in Business Administration, Customer Service, or a related field.
• Minimum 3 years of experience in a customer care or operations management role, preferably in the BFSI industry.
• Excellent communication and interpersonal skills, with the ability to build strong relationships.
• Proven leadership and team management skills, with a track record of motivating and developing high-performing teams.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• Excellent organizational skills and attention to detail.
• Flexibility to adapt to changing business needs and a dynamic work environment.
• A customer-centric mindset, with a passion for delivering exceptional service.

Job Info

• Job Identification 266772
• Job Category Customer Support/Operations | BPM