Branch Operations Executive

The Branch Operations Executive will manage the day‑to‑day activities of the CLM Domestic BFSI back‑office unit, driving operational efficiency and delivering exceptional customer service. You will supervise a team of Customer Care Executives, enforce compliance standards, and collaborate with cross‑functional teams to meet service level agreements and business objectives.

Supervise and mentor the Customer Care Executive (CCE) team to ensure high‑quality customer interactions. Monitor daily branch performance metrics and enforce SLA compliance. Handle escalated customer issues and coordinate timely resolutions. Coordinate with finance, compliance, and IT departments to streamline back‑office workflows.

Develop and implement process improvement initiatives to boost efficiency. Prepare and present operational reports to senior management. Ensure adherence to regulatory and internal policy requirements. Manage staffing schedules, attendance, and resource allocation. Conduct regular training sessions on product knowledge and service standards.

Maintain accurate documentation of operational procedures and customer communications. Bachelor's degree in Business Administration, Finance, or related field. Minimum 3 years of experience in back‑office operations within the BFSI sector. Proven leadership experience managing a customer care team. Strong understanding of CLM (Customer Lifecycle Management) processes.

Excellent communication and problem‑solving skills. Ability to analyze data and generate actionable insights. Familiarity with CRM and ticketing systems. Knowledge of regulatory compliance standards in banking and insurance. Proficiency in MS Office Suite and reporting tools. Detail‑oriented with a focus on delivering superior customer satisfaction.