About the job Executive (Operations)Job DescriptionThe Executive (Operations) is responsible for ensuring smooth customer service delivery across all contact channels, using the CRM system for effective case management and service monitoring. The role involves identifying service gaps, tracking SLA compliance, compiling performance data, and supporting operational improvements. The Executive will collaborate with internal teams and external stakeholders, attend meetings, and assist Managers (Operations) in maintaining quality standards.Key Responsibilities
CRM & Case Management:
Manage customer queries via CRM, ensuring proper case handling and closure. * Service Monitoring:Track service delivery across channels, report SLA breaches, and highlight service gaps. * Operational Support:Assist in improving systems and processes, and ensure alignment with service standards. * Data & Reporting:Compile operational data for reporting and decision-making. * Stakeholder Liaison:Coordinate with line ministries and attend meetings as required. * Other Duties:Perform additional tasks as assigned, maintain confidentiality, and participate in training for professional development.#LI-DNP#LI-JP1
