Executive Operations Capability - Mumbai

«out the Role: ● The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency. ● The incumbent will report to the Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders. Job Responsibilities: ● Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts ● Collate, analyse, and report complaint data across NKA customers; share insights with Manager ● Enhance customer experience and retention through structured feedback and resolution mechanisms ● Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract ● Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly ● Execute additional tasks and projects as assigned from time to time Key Result Areas: ● Complaint Management System ● Customer Experience Enhancement ● Service Delivery Coordination ● Data Analysis & Reporting ● SOS & TAT Monitoring Requirements Competencies (Skills essential to the role): ● Strong communication skills – verbal, written, and fluent in English; local languages preferred ● Proficient in Google Suite / MS Office ● Analytical skills ● Cross-functional collaboration ● Agile ● Time Management Educational Qualification / Other Requirement: ● Bachelor’s degree ● Minimum 2 to 5 years of experience in Service & Operations ● Familiarity with branch functioning, iCABs systems, and complaint management handling ● Knowledge of service delivery, follow-up, and SOS processes ● Basic pest management knowledge and experience in customer-facing complaint resolution ● Willingness to travel as per business needs Role Type / Key working relationships: ● Individual Contributor ● Internal team ● External stakeholders Benefits ➔ Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in: ● Service ● Relationships ● Teamwork ● Responsibility