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Operations Executive

Operations Executive

Healthsy

3 - 8 years

2 - 6 Lacs

Coimbatore

Posted:6 hours ago| Platform:

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Skills Required

Process improvement Analytical Healthcare Incident management Operations Macros Service quality Analytics CRM Service operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

HealthSy | Healthcare Startup | Careers | HealthSy Life Application valid till: 31/07/2025

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HealthSy is an innovative healthcare platform in Coimbatore that offers a one-stop solution for all healthcare needs. With HealthSy, you can order medicines, OTCs, and healthcare products, consult doctors online, book home healthcare services, book in-clinic doctor appointments, read health articles, get authentic medicine information, buy exclusive memberships and order your medicines and healthcare products on a subscription basis. We prioritize your health above all else and are always striving to improve your healthcare experience .

Responsibilities

Job Summary:

We are seeking a proactive and detail-oriented Operations Executive to join our growing team. The ideal candidate will have 2 3 years of experience managing SLA-driven service operations across both front-end and back-end functions. This role is critical to maintaining operational efficiency, enhancing service quality, and ensuring timely issue resolution for internal and external stakeholders. You will work cross-functionally to drive continuous improvement, monitor service metrics, and uphold compliance and service excellence standards.

Key Responsibilities:

1. Manage SLA-Driven Operations

Handle multiple processes with defined SLAs related to resolution time, quality, and customer communication.

Monitor adherence to performance benchmarks and proactively flag risks of SLA breaches.

2. Monitor & Report Service Quality

Conduct daily/weekly reviews of service KPIs to ensure quality and turnaround standards are met.

Generate operational reports and dashboards for internal stakeholders and client review.

3. Drive Continuous Process Improvement

Identify gaps or inefficiencies and propose improvement plans based on data insights or customer feedback.

Collaborate with relevant teams to implement process upgrades or SOP enhancements.

4. Lead Operational Analytics & Insights

Analyze ticket volumes, backlog trends, escalation frequency, and SLA adherence.

Support decision-making with actionable insights derived from structured and unstructured data.

5. Handle Customer Coordination & Escalations

Liaise with partners and internal teams to resolve service issues, ensuring timely and satisfactory closure.

Review support team calls to ensure alignment with service standards, response quality, and escalation protocols.

6. Enable Process Automation & Tool Utilization

Utilize service platforms (e.g., CRM, ticketing systems, workflow tools) to improve efficiency.

Recommend or assist in implementing automation tools (e.g., macros, RPA) to reduce manual effort.

7. Ensure Compliance & Service Standards

Ensure processes align with regulatory guidelines, audit expectations, and internal quality standards.

Maintain detailed records, logs, and SOP adherence for all operational activities.

8. Facilitate Cross-Functional Collaboration

Work closely with product, tech, customer experience, and quality teams to resolve interdepartmental blockers.

Participate in cross-team service reviews and initiatives to streamline end-to-end service delivery.

Requirements & Skill

Bachelor s degree in Business Administration, Operations, or related discipline.
Certification in ITIL, Service Operations, or Quality Management Systems (QMS) is a plus.
2 to 3 years of experience in service operations or delivery, with a focus on SLA-driven, multi-channel environments.
Strong understanding of incident management, service quality, and workflow management.
Proficient in MS Excel, Power BI, CRM, or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).
Exposure to process improvement methodologies (Lean, Six Sigma Green Belt is a plus).
Analytical mindset with strong problem-solving and root cause analysis skills.
Excellent written and verbal communication skills; ability to manage stakeholders professionally.
Ability to work collaboratively across functions and manage multiple priorities with attention to detail

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Operations Executive

Experience & Salary

Skills Required

Work Mode

Job Type

Job Description

Job Summary:

Key Responsibilities:

Handle multiple processes with defined SLAs related to resolution time, quality, and customer communication.

Monitor adherence to performance benchmarks and proactively flag risks of SLA breaches.

Conduct daily/weekly reviews of service KPIs to ensure quality and turnaround standards are met.

Generate operational reports and dashboards for internal stakeholders and client review.

Identify gaps or inefficiencies and propose improvement plans based on data insights or customer feedback.

Collaborate with relevant teams to implement process upgrades or SOP enhancements.

Analyze ticket volumes, backlog trends, escalation frequency, and SLA adherence.

Support decision-making with actionable insights derived from structured and unstructured data.

Liaise with partners and internal teams to resolve service issues, ensuring timely and satisfactory closure.

Review support team calls to ensure alignment with service standards, response quality, and escalation protocols.

6. Enable Process Automation & Tool Utilization

Utilize service platforms (e.g., CRM, ticketing systems, workflow tools) to improve efficiency.

Recommend or assist in implementing automation tools (e.g., macros, RPA) to reduce manual effort.

Ensure processes align with regulatory guidelines, audit expectations, and internal quality standards.

Maintain detailed records, logs, and SOP adherence for all operational activities.

Work closely with product, tech, customer experience, and quality teams to resolve interdepartmental blockers.

Participate in cross-team service reviews and initiatives to streamline end-to-end service delivery.

Bachelor s degree in Business Administration, Operations, or related discipline.

Certification in ITIL, Service Operations, or Quality Management Systems (QMS) is a plus.

2 to 3 years of experience in service operations or delivery, with a focus on SLA-driven, multi-channel environments.

Strong understanding of incident management, service quality, and workflow management.

Proficient in MS Excel, Power BI, CRM, or ticketing systems (e.g., Zendesk, Salesforce, Freshdesk).

Exposure to process improvement methodologies (Lean, Six Sigma Green Belt is a plus).

Analytical mindset with strong problem-solving and root cause analysis skills.

Excellent written and verbal communication skills; ability to manage stakeholders professionally.

Ability to work collaboratively across functions and manage multiple priorities with attention to detail

More Jobs at Healthsy