Senior Executive – Case & Communications Management

Senior Executive – 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

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Role Overview

We are seeking a detail-oriented and proactive Senior Executive who will act as a bridge between the operations team and management, ensuring smooth handling of complex and contested cases.

This role requires strong process understanding, decision-making ability, and ownership to minimize escalations while maintaining high quality and strict turnaround times (TAT). The Senior Executive will also play a key role in guiding team members, resolving queries, and driving overall process efficiency.

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Key Responsibilities

• Handle complex and high-priority cases with accurate decision-making
• Review queries from Executives and provide guidance before escalation to senior stakeholders
• Manage coordination across internal tools and ensure proper case escalation with complete details
• Ensure adherence to TAT for all assigned tasks and support the team in meeting deadlines
• Handle claimant/respondent escalations and provide timely, professional resolutions
• Monitor and validate case updates, documentation, and system entries
• Ensure error-free execution of critical operational tasks and submissions
• Support workload distribution and queue management in coordination with reporting manager
• Act as the first level of quality check for team outputs and minimize escalation dependency
• Provide on-floor guidance, training, and mentoring to junior team members

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Eligibility & Qualifications

• Graduate in any discipline (additional certifications are a plus)
• Experience: Minimum 2+ years in customer service / operations role

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Required Skills

• Excellent written and verbal communication skills
• Strong understanding of processes and ability to handle complex scenarios
• High ownership mindset with strong problem-solving ability
• Strong attention to detail and documentation accuracy
• Ability to manage TAT-driven tasks under pressure
• Experience in handling escalations and critical cases
• Good working knowledge of Excel (mandatory)
• Tech-savvy with the ability to work across multiple tools and platforms
• Ability to guide, mentor, and support junior team members

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Compensation

• CTC: ₹4 – ₹6 LPA