Senior Executive

About the role

This role is responsible for allocating work, monitoring accuracy, generating performance reports, and driving continuous improvement initiatives while ensuring SLA and KPI compliance. Serve as process expert for escalations and client interactions, handling calls, emails, and queries. Allocate transactions to appropriate queues and monitor accuracy and SLA compliance.

What you'll do

• Responsible for allocating work, monitoring accuracy, generating performance reports, and driving continuous improvement initiatives while ensuring SLA and KPI compliance
• Serve as process expert for escalations and client interactions, handling calls, emails, and queries
• Generate, analyze, and present performance reports to internal stakeholders and external clients
• Identify inefficient processes, propose and implement improvements to enhance controls and efficiency
• Achieve team production targets while maintaining KPIs and service level agreements

What you need

• 6–11 years in customer support & success
• Customer service
• Escalation handling
• MS Office
• Claims processing
• Problem solving
• Any graduate

What you get