Back Office Executive -(Offroll Position)

Role purpose / targets:

• Take ownership of critical operational activities, ensuring accuracy, timeliness, compliance, and process efficiency, while actively supporting continuous improvement and fostering team collaboration. Key Responsibilities:
• Manage end-to-end back-office operations, ensuring accuracy, process efficiency and adherence to defined SLAs.
• Perform quality control checks by validating data and identifying exceptions or input gaps.
• Handle process escalations, support root cause analysis and coordinate with relevant stakeholders for resolution.
• Maintain accurate, organized records and comprehensive audit trails for all processed transactions.
• Generate, analyze and submit MIS and daily performance reports in a timely manner.
• Support onboarding and training of new team members by sharing process knowledge and best practices.
• Proactively contribute to process reviews, gap analysis and improvement initiatives to enhance operational effectiveness.
• Collaborate with team leads to drive continuous improvement and mitigate process risks.
• Coordinate with internal teams and stakeholders to resolve queries and address data inconsistencies.
• Monitor and manage ESM tickets, ensuring timely resolution and avoiding escalation to non-compliance (NC) status.
• Identify and escalate process exceptions or challenges to the team lead for timely intervention.
• Promote a culture of continuous improvement by identifying opportunities for process simplification and optimization.
• Participate in internal audits, compliance reviews and training sessions.

KPI (Key Performance Indicator):

• Ensure accuracy in task execution, aiming for zero errors and full compliance during internal or external audits and reviews.
• Adhere strictly to defined SLAs and TATs for all assigned responsibilities.
• Demonstrate strong ownership of assigned task queues, ensuring no backlog except in documented and approved cases.
• Consistently meet or exceed compliance standards and internal audit requirements with no major non conformities.
• Provide support to peers and contribute to team success through mentoring or knowledge sharing.
• Assist in the timely and accurate generation of reports or MIS as required by the process or leadership.
• Actively participate in quarterly process improvement initiatives or standard operating procedure (SOP) reviews.

Qualification & Experience :

• Graduate in any stream
• Executive : 2-4 years of relevant experience, Sr. Executive : 4-6 years of experience preferably with exposure to mentoring or project support / shared services

Preferred Experience :

• Experience in process transition, documentation or SOP reviews
• Familiarity with audit cycles, compliance requirements or quality controls
• Familiarity with workflow management systems (like CRM, ERP or ticketing tools)

Language skills:

• Strong proficiency in English, both written and verbal.
• Knowledge of the local language is an added advantage.

Key Skills & Competencies:

• Advanced proficiency in Excel and report handling

• Strong analytical and problem-solving skills

• Quality and compliance mindset

• Ability to work with minimal supervision and manage priorities

• Eye for detail, accuracy and process ownership

• Exposure to dashboards or workflow platforms is an advantage

• Professional communication (verbal and written)