MIS - Grievance Team
Olyv · Bengaluru · onsite · Posted 1d ago
Not disclosed1–3 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
About Olyv
Olyv is India's fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others. Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google's Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.
Job Purpose
To maintain MIS reports to monitor case volumes, TAT, SLA adherence, pending cases,
and team productivity. This role requires strong email communication, data
management and analytical skills.
Key Responsibilities
Prepare daily, weekly, and monthly MIS reports on complaints, queries, requests,
escalations, and case closures.
Maintain trackers for case volumes, pending cases, ageing, TAT breaches, SLA
adherence, and resolution status.
Monitor individual productivity, case handling volumes, backlog, and resolution
efficiency.
Prepare dashboards and reports for management reviews and operational
performance monitoring.
Validate data accuracy, perform reconciliations, and ensure consistency between
CRM records and MIS reports.
Identify trends, recurring complaint categories, and process gaps through data
analysis.
Highlight overdue cases and critical escalations to management for timely
intervention.
Support regulatory reporting, internal audits, and data submissions within defined
timelines.
Maintain updated records and ensure timely submission of all assigned reports.
Stakeholder Coordination
Follow up on outstanding actions and ensure clear accountability for pending
cases.
Identify opportunities to improve email response quality, reporting accuracy, and
grievance handling efficiency.
Adhere to defined processes, quality standards, and documentation
requirements.
Required Qualifications And Skills
Graduate in any discipline.
1–3 years of experience in email support, customer service, and MIS reporting.
Strong written communication and email drafting skills.
Good working knowledge of MS Excel, including VLOOKUP/XLOOKUP, Pivot
Tables, IF formulas, COUNTIF/SUMIF, and data validation.
Ability to prepare MIS reports, analyse data, and maintain accurate trackers.
Experience with Freshdesk or other CRM/helpdesk platforms is preferred.
Strong analytical, problem-solving, organisational, and follow-up skills.
Ability to manage multiple priorities and meet strict deadlines.
Knowledge of NBFC/Fintech operations, lending products, complaint handling, and regulatory grievance processes will be an advantage.
Key Performance Indicators (KPIs)
Timely and accurate submission of MIS reports.
Adherence to complaint resolution TAT and SLA.
Quality and accuracy of customer email responses.
Accuracy of documentation, and reporting.
Preferred Candidate Profile
The ideal candidate should be comfortable handling both customer-facing email
communication and data-driven reporting responsibilities. The candidate must
demonstrate strong attention to detail, ownership of assigned cases, proficiency in
Excel, and the ability to coordinate effectively with multiple internal stakeholders while
meeting service and compliance standards.
Olyv is India's fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others. Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google's Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.
Job Purpose
To maintain MIS reports to monitor case volumes, TAT, SLA adherence, pending cases,
and team productivity. This role requires strong email communication, data
management and analytical skills.
Key Responsibilities
Prepare daily, weekly, and monthly MIS reports on complaints, queries, requests,
escalations, and case closures.
Maintain trackers for case volumes, pending cases, ageing, TAT breaches, SLA
adherence, and resolution status.
Monitor individual productivity, case handling volumes, backlog, and resolution
efficiency.
Prepare dashboards and reports for management reviews and operational
performance monitoring.
Validate data accuracy, perform reconciliations, and ensure consistency between
CRM records and MIS reports.
Identify trends, recurring complaint categories, and process gaps through data
analysis.
Highlight overdue cases and critical escalations to management for timely
intervention.
Support regulatory reporting, internal audits, and data submissions within defined
timelines.
Maintain updated records and ensure timely submission of all assigned reports.
Stakeholder Coordination
Follow up on outstanding actions and ensure clear accountability for pending
cases.
Identify opportunities to improve email response quality, reporting accuracy, and
grievance handling efficiency.
Adhere to defined processes, quality standards, and documentation
requirements.
Required Qualifications And Skills
Graduate in any discipline.
1–3 years of experience in email support, customer service, and MIS reporting.
Strong written communication and email drafting skills.
Good working knowledge of MS Excel, including VLOOKUP/XLOOKUP, Pivot
Tables, IF formulas, COUNTIF/SUMIF, and data validation.
Ability to prepare MIS reports, analyse data, and maintain accurate trackers.
Experience with Freshdesk or other CRM/helpdesk platforms is preferred.
Strong analytical, problem-solving, organisational, and follow-up skills.
Ability to manage multiple priorities and meet strict deadlines.
Knowledge of NBFC/Fintech operations, lending products, complaint handling, and regulatory grievance processes will be an advantage.
Key Performance Indicators (KPIs)
Timely and accurate submission of MIS reports.
Adherence to complaint resolution TAT and SLA.
Quality and accuracy of customer email responses.
Accuracy of documentation, and reporting.
Preferred Candidate Profile
The ideal candidate should be comfortable handling both customer-facing email
communication and data-driven reporting responsibilities. The candidate must
demonstrate strong attention to detail, ownership of assigned cases, proficiency in
Excel, and the ability to coordinate effectively with multiple internal stakeholders while
meeting service and compliance standards.
Sourced from foundit
Skills
Email CommunicationCRM helpdesk platformsfreshdeskMIS Reportingexcel
About Olyv
Olyv
FinTech
400
employees
2017
9 years old
Bangalore / Bengaluru, Karnataka
India
₹10.5L PA avg
Avg at Olyv
About
Olyv (formerly SmartCoin) is a fast-growing AI-driven digital financial platform in India that is redefining financial wellness for underserved and aspiring individuals across the country. Founded by Rohit Garg, Amit Chandel, Vinay Singh, and Jayant Upadhyay, the company is committed to making credit and financial products more accessible, transparent, and hassle-free. With offerings that include instant personal loans, credit health monitoring, digital gold savings, and insurance, Olyv empowers people—particularly from tier-2 and beyond cities—to achieve their financial goals and build a stronger financial future. Having rebranded from SmartCoin to Olyv in 2024, the company has expanded its vision beyond credit to a holistic financial ecosystem, integrating savings and protection alongside lending. Leveraging advanced AI/ML technology, Olyv ensures speed, security, and simplicity in its services, which has already attracted more than 26 lakh monthly active users and driven revenues of over INR 250 crore in FY24. With its “credit healthy” positioning, Olyv continues to focus on building trust and enabling long-term financial inclusion and growth.
Industries
FinTechFinancial Services
Employee ratings
10 reviews
4.4/ 5
Culture
4.7
Career growth
4.5
Work-life
4.8
Employees rate it well for
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