Digitide Solutions Limited is seeking an Operations Executive to join our CLM Domestic BFSI team. This role is crucial for managing back-office operations and ensuring smooth customer care processes. 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. - Train and mentor CCEs to enhance their skills and knowledge, ensuring a competent and capable team. - Maintain accurate records and documentation of customer interactions and back-office activities. - Conduct regular performance evaluations and provide constructive feedback to CCEs. - Stay updated with industry trends and best practices in customer care and back-office operations. - Ensure compliance with company policies and procedures, as well as any relevant regulations. ### Qualifications - Bachelor's degree in Business Administration, Management, or a related field. - Minimum 3 years of experience in a similar operations or customer care management role. - Excellent interpersonal and communication skills, with the ability to build strong relationships. - Strong leadership and team management skills, with a track record of motivating and developing teams. - Proficiency in using customer relationship management (CRM) systems and other relevant software. - Analytical mindset with the ability to interpret data and make informed decisions. - Excellent organizational and time management skills, with the ability to prioritize tasks. - Flexibility to adapt to changing work environments and handle multiple tasks simultaneously. - Strong problem-solving and conflict resolution skills. - Willingness to continuously learn and stay updated with industry developments. ### About the Company 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.