Operations Executive

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

Job summary

Digitide is seeking an Operations Executive to oversee the day-to-day back-office operations, focusing on process optimization, efficiency, and exceptional customer care. You will work closely with the Customer Care Executive team to provide support and resources for outstanding service.

You will monitor KPIs, drive continuous improvement, ensure policy compliance in BFSI, and participate in training and onboarding of new team members to build a capable, growth-oriented operations group.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, or a related field preferred.
• 2-3 years of experience in operations or customer care, BFSI industry preferred.
• Strong leadership, organizational and time-management abilities.
• Excellent written and verbal communication skills with diverse stakeholders.
• Ability to work independently and manage multiple tasks with a proactive mindset.

Responsibilities

• Manage and oversee the daily operations of the back-office team, ensuring smooth workflow and timely completion of tasks.
• Collaborate with the CCE team to understand their needs and provide effective solutions to enhance customer care processes.
• Implement and maintain efficient operational systems and procedures, aiming for continuous improvement.
• Monitor and analyze KPIs to identify areas for process optimization and performance enhancement.
• Develop and maintain strong relationships with internal stakeholders, including CCEs and other department heads.
• Ensure compliance with company policies, procedures, and regulatory requirements, especially in the BFSI sector.
• Handle escalations and complex customer inquiries, providing timely and effective resolutions.
• Conduct regular performance reviews and provide constructive feedback to the back-office team.
• Stay updated with industry trends and best practices, implementing innovative solutions to drive operational excellence.
• Assist in training and onboarding new team members, ensuring they are equipped with necessary skills and knowledge.

Skills

Leadership

Analytical thinking

Communication

Time management

Problem solving

Multitasking

Independence

Proactive mindset

Education

Bachelor's degree in Business Administration, Operations Management, or related field

Tools

MS Office

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 on optimizing processes, enhancing efficiency, and ensuring exceptional customer care. You will collaborate closely with the Customer Care Executive (CCE) team, providing them with the necessary support and resources to deliver an outstanding customer experience. This role offers an exciting opportunity to contribute to the success of our business and drive continuous improvement.

Responsibilities

• Manage and oversee the daily operations of the back-office team, ensuring smooth workflow and timely completion of tasks.
• Collaborate with the CCE team to understand their needs and provide effective solutions to enhance customer care processes.
• Implement and maintain efficient operational systems and procedures, aiming for continuous improvement.
• Monitor and analyze key performance indicators (KPIs) to identify areas for process optimization and performance enhancement.
• Develop and maintain strong relationships with internal stakeholders, including CCEs and other department heads.
• Ensure compliance with company policies, procedures, and regulatory requirements, especially in the BFSI sector.
• Handle escalations and complex customer inquiries, providing timely and effective resolutions.
• Conduct regular performance reviews and provide constructive feedback to the back-office team, fostering a culture of growth and development.
• Stay updated with industry trends and best practices, implementing innovative solutions to drive operational excellence.
• Assist in training and onboarding new team members, ensuring they are equipped with the necessary skills and knowledge.

Qualifications

• A bachelor's degree in Business Administration, Operations Management, or a related field is preferred.
• Minimum 2-3 years of experience in a similar operations or customer care role, preferably in the BFSI industry.
• Strong leadership and management skills, with the ability to motivate and guide a team.
• Excellent organizational and time management abilities, with a focus on attention to detail.
• Proficiency in using MS Office suite and other relevant software for operational tasks.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Effective communication skills, both written and verbal, to interact with diverse stakeholders.
• Ability to work independently and manage multiple tasks simultaneously, prioritizing effectively.
• A proactive and solution-oriented mindset, with a track record of problem-solving.
• Willingness to adapt to changing business needs and a fast-paced work environment.

Job Info

• Job Identification 268043
• Job Category Customer Support/Operations | BPM