Executive Member Experience Management

2 weeks ago

Mumbai, Maharashtra, India Club Mahindra Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Role & responsibilities

The Backoffice Executive plays a pivotal role in ensuring smooth backend operations and supporting member-related processes. The role demands strong process adherence, coordination, and communication skills to manage day-to-day activities efficiently.

Key responsibilities include:

  • Conduct KYC verification for members across various business processes.
  • Execute post-sale formalities and ensure timely completion of documentation.
  • Manage backend operations related to RCI membership, discrepancy resolution, and non-FTR service requests.
  • Collaborate with internal stakeholders to resolve queries, support process completion, and coordinate bug fixes across channels.
  • Liaise with the IT team for system-related issues and enhancements.
  • Engage with members via calls/emails to assist with process completion and handle escalations.
  • Ensure strict adherence to defined Turnaround Times (TAT) for all assigned processes.
  • Ensure SOPs are updated as per process.
  • Analyze business data to identify opportunities for process improvement and operational efficiency.
  • Build strong working relationships with team managers and leadership by demonstrating business understanding and responsiveness.
  • Recommend enhancements to existing business processes for improved effectiveness.
  • Process vendor invoices in a timely and accurate manner.
  • Prepare and maintain dashboards and MIS reports related to onboarding, membership transfers, and case inflow.
    • Ensure responsible use of system access and prevent any misuse of data or privileges.

Candidate Specification:

  • Bachelors degree in any field.
  • Minimum 1 year of experience in a similar Backoffice or operations role.
  • Strong interpersonal and communication skills.
  • Analytical mindset with problem-solving abilities.
  • Basic proficiency in Microsoft Excel for data handling and reporting.
  • Willingness to work in rotational shifts, including evenings and weekends.
  • Ability to work independently and manage multiple tasks efficiently.

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