Senior Executive – Case & Communications Management

RAPSYS TECHNOLOGIES PTE. LTD.; Mumbai; On-site; INR 400,000 - 600,000; Full time

Job summary

A leading technology firm in Mumbai is seeking a detail-oriented Senior Executive for Case & Communications Management. The role involves handling complex cases, guiding team members, and ensuring process efficiency. Candidates should have a graduate degree and at least 2 years of experience in customer service or operations. Skills in written communication and Excel are essential. This full-time position offers a competitive salary of ₹4-₹6 LPA, with 5 workdays and fixed weekends off.

Qualifications

• Minimum 2+ years in customer service or operations role.
• Additional certifications are a plus.

Responsibilities

• Handle complex and high-priority cases with decision-making.
• Review queries from Executives and provide guidance.
• Ensure adherence to turnaround times for all tasks.
• Act as the first level of quality check for team outputs.

Skills

Written and verbal communication skills

Process understanding

Problem-solving ability

Attention to detail

Knowledge of Excel

Tech-savviness

Education

Graduate in any discipline

Job description

Senior Executive – 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 detail-oriented and proactive Senior Executive who will act as a bridge between the operations team and management, ensuring smooth handling of complex and contested cases.

This role requires strong process understanding, decision-making ability, and ownership to minimize escalations while maintaining high quality and strict turnaround times (TAT). The Senior Executive will also play a key role in guiding team members, resolving queries, and driving overall process efficiency.

Key Responsibilities

• Handle complex and high-priority cases with accurate decision-making
• Review queries from Executives and provide guidance before escalation to senior stakeholders
• Manage coordination across internal tools and ensure proper case escalation with complete details
• Ensure adherence to TAT for all assigned tasks and support the team in meeting deadlines
• Handle claimant/respondent escalations and provide timely, professional resolutions
• Monitor and validate case updates, documentation, and system entries
• Ensure error-free execution of critical operational tasks and submissions
• Support workload distribution and queue management in coordination with reporting manager
• Act as the first level of quality check for team outputs and minimize escalation dependency
• Provide on-floor guidance, training, and mentoring to junior team members

Eligibility & Qualifications

• Graduate in any discipline (additional certifications are a plus)
• Experience: Minimum 2+ years in customer service / operations role

Required Skills

• Excellent written and verbal communication skills
• Strong understanding of processes and ability to handle complex scenarios
• High ownership mindset with strong problem-solving ability
• Strong attention to detail and documentation accuracyAbility to manage TAT-driven tasks under pressure
• Experience in handling escalations and critical cases
• Good working knowledge of Excel (mandatory)
• Tech-savvy with the ability to work across multiple tools and platforms
• Ability to guide, mentor, and support junior team members

Compensation

• CTC: ₹4 – ₹6 LPA