Sr. Executive - Case & Communications Management

Rapsys Tech Solutions; Mumbai; Vor Ort; INR 450.000 - 750.000; Vollzeit

Zusammenfassung

Rapsys Tech Solutions in Mumbai seeks a detail-oriented Senior Executive to bridge operations and management. You will handle complex and contested cases, ensure timely decision-making, and guide junior team members while maintaining high quality and tight turnaround times.

The role requires ownership, strong documentation, and ability to mentor colleagues across tools. You will review queries, escalate when needed, and support workload distribution to meet deadlines.

Qualifikationen

• Graduate in any discipline; additional certifications are a plus.
• Strong written and verbal communication skills.
• High ownership mindset with ability to work on complex scenarios.
• Ability to handle escalations and complex cases.
• Excellent documentation and attention to detail.
• Proficient in Excel and multiple tools/platforms.

Aufgaben

• 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 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 with the reporting manager
• Act as first level quality check for team outputs and minimize escalation dependency
• Provide on-floor guidance, training, and mentoring to junior team members

Kenntnisse

Communication skills

Process understanding

Ownership mindset

Problem solving

Attention to detail

Escalation handling

Mentoring

Ausbildung

Graduate in any discipline

Tools

Excel

Jobbeschreibung

Job Summary

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

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 accuracy
• Ability 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