Assistant Manager – Case & Communications Management
Location: Mumbai
Employment Type: Full-time | Work from Office
Working Days: 5 Days (Saturday & Sunday Fixed Off)
Reports to: Manager – Case & Communications
Role Overview
We are seeking a proactive and result-driven Assistant Manager to oversee end-to-end operations, ensuring seamless process execution, adherence to defined turnaround times (TAT), and high-quality standards.
This role requires strong ownership, team management capabilities, and the ability to handle high-volume and ambiguity-driven scenarios, especially in complex and contested cases involving multiple stakeholders.
Key Responsibilities
- Allocate and manage daily tasks across the team to ensure smooth operations
- Monitor TAT adherence and ensure timely resolution of all queues
- Handle escalations and ensure quick, effective closure
- Coordinate with internal and external stakeholders to manage dependencies
- Ensure strict quality control with zero critical errors and minimal minor errors
- Track team performance and drive improvement plans for low performers
- Ensure adherence to SOPs, templates, and process guidelines
- Prepare and share MIS, reports, and performance updates with stakeholders
- Train, mentor, and coach team members to improve productivity and efficiency
- Drive process improvements and operational excellence initiatives
Eligibility & Qualifications
- Graduate in any discipline (additional certifications are a plus)
- Experience: 3–5 years in customer service / operations
- Mandatory: Prior team handling experience
Required Skills
- Excellent written and verbal communication skills
- Strong process understanding with ability to enforce SOP adherence
- High ownership and accountability mindset
- Strong attention to detail, especially in documentation and quality checks
- Ability to manage high-pressure, TAT-driven environments
- Experience in handling escalations and stakeholder communication
- Strong analytical skills for MIS, reporting, and performance tracking
- Advanced Excel knowledge (mandatory)
- Hands-on experience with tools like Zoho, Trello, Jira or similar workflow systems (mandatory)
- Tech-savvy with the ability to adapt to new tools and automation systems
Compensation
- CTC: ₹6 – ₹9 LPA
Job Category: Assistant Manager – Case & Communications Management
Job Type: Full Time
Job Location: Mumbai
Country: India