Online Relationship Management (ORM) Executive

Key Responsibilities

• Own escalated cases across calls, email, social - ensure resolution & zero re-escalation
• Speak directly with high-priority customers and close loops with empathy & clarity
• Track TATs, ticket backlog, and process delays across login to disbursal
• Monitor brand sentiment and mentions across social & review platforms
• Coordinate with ops, city, and CS teams to close gaps and plug leakages
• Publish incident RCAs and implement process fixes
• Drive SOP adherence, run hygiene audits, and update knowledge bases
• Train teams on high-NPS communication and ORM playbooks
• Define & monitor ORM SLAs, escalation matrix, and daily breach logs
• Maintain daily reputation dashboards with sentiment & issue trend analysis

What We’re Looking For

• 4+ Yrs experience in contact center ops, ORM, or CX governance (BFSI/fintech preferred)
• Fluent in English & Hindi with strong live call handling & escalation skills
• Strong analytical mindset, able to identify trends and drive systemic fixes
• High-energy, ownership-driven, and committed to a no-escalation culture