Operations Executive

Job Summary

We are seeking a proactive and detail-oriented Operations Executive to join our growing team. The ideal candidate will have 2–3 years of experience managing SLA-driven service operations across both front-end and back-end functions. This role is critical to maintaining operational efficiency, enhancing service quality, and ensuring timely issue resolution for internal and external stakeholders. You will work cross-functionally to drive continuous improvement, monitor service metrics, and uphold compliance and service excellence standards.

Key Responsibilities

1. Manage SLA-Driven Operations

• Handle multiple processes with defined SLAs related to resolution time, quality, and customer communication.
• Monitor adherence to performance benchmarks and proactively flag risks of SLA breaches.

2. Monitor & Report Service Quality

• Conduct daily/weekly reviews of service KPIs to ensure quality and turnaround standards are met.
• Generate operational reports and dashboards for internal stakeholders and client review.

3. Drive Continuous Process Improvement

• Identify gaps or inefficiencies and propose improvement plans based on data insights or customer feedback.
• Collaborate with relevant teams to implement process upgrades or SOP enhancements.

4. Lead Operational Analytics & Insights

• Analyze ticket volumes, backlog trends, escalation frequency, and SLA adherence.
• Support decision-making with actionable insights derived from structured and unstructured data.

5. Handle Customer Coordination & Escalations

• Liaise with partners and internal teams to resolve service issues, ensuring timely and satisfactory closure.
• Review support team calls to ensure alignment with service standards, response quality, and escalation protocols.

6. Enable Process Automation & Tool Utilization

• Utilize service platforms (e.g., CRM, ticketing systems, workflow tools) to improve efficiency.
• Recommend or assist in implementing automation tools (e.g., macros, RPA) to reduce manual effort.

7. Ensure Compliance & Service Standards

• Ensure processes align with regulatory guidelines, audit expectations, and internal quality standards.
• Maintain detailed records, logs, and SOP adherence for all operational activities.

8. Facilitate Cross-Functional Collaboration

• Work closely with product, tech, customer experience, and quality teams to resolve interdepartmental blockers.
• Participate in cross-team service reviews and initiatives to streamline end-to-end service delivery.

Requirements & Skill

• Bachelor’s degree in Business Administration, Operations, or related discipline.
• Certification in ITIL, Service Operations, or Quality Management Systems (QMS) is a plus.
• 2 to 3 years of experience in service operations or delivery, with a focus on SLA-driven, multi-channel environments.
• Strong understanding of incident management, service quality, and workflow management.
• Proficient in MS Excel, Power BI, CRM, or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
• Exposure to process improvement methodologies (Lean, Six Sigma – Green Belt is a plus).
• Analytical mindset with strong problem-solving and root cause analysis skills.
• Excellent written and verbal communication skills; ability to manage stakeholders professionally.
• Ability to work collaboratively across functions and manage multiple priorities with attention to detail.