Location: Bangalore, Karnataka
Employment Type: Full Time
Reporting to: Lead Operations Team Lead
Job Summary The Operations Coordinator is responsible for overseeing and coordinating the day-to-day operations of the companys Gold Loan Settlement cases from initiation to closure. The role ensures smooth case execution by coordinating with internal teams, monitoring case progress, maintaining accurate records, ensuring timely documentation, and supporting the Lead Operations Team Lead in achieving operational excellence while delivering an exceptional customer experience.
Key Responsibilities - Coordinate and manage the end-to-end operational workflow of Gold Loan Settlement cases.
- Receive, review, and assign new cases to the appropriate team members.
- Track case progress and ensure timely completion within defined turnaround times (TAT).
- Coordinate with Sales, Relationship Managers, Documentation, Customer Support, and other internal departments to facilitate smooth case processing.
- Monitor pending cases and proactively follow up with internal stakeholders to avoid delays.
- Maintain accurate customer and case records in the CRM system.
- Verify the completeness and accuracy of documents before processing.
- Prepare daily, weekly, and monthly MIS reports, dashboards, and case status reports.
- Escalate delayed, complex, or high-priority cases to the Lead Operations Team Lead.
- Ensure all operational activities comply with company policies, SOPs, and quality standards.
- Identify operational bottlenecks and recommend process improvements.
- Assist in resolving operational issues and customer escalations.
- Maintain confidentiality of customer information and company data.
Required Qualifications - Bachelors degree in any discipline.
- 2-4 years of experience in operations, case coordination, customer service, or process management.
- Experience in financial services, loan processing, or service operations is preferred.
Required Skills - Strong coordination and organizational skills.
- Excellent communication and interpersonal skills.
- Ability to manage multiple cases simultaneously.
- Proficiency in Microsoft Excel, Microsoft Office, and CRM systems.
- Strong analytical and problem-solving abilities.
- High attention to detail and documentation accuracy.
- Effective time management and multitasking skills.
- Ability to work in a fast-paced, target-driven environment.
Key Performance Indicators (KPIs) - Number of Gold Loan Settlement cases coordinated and closed.
- Case turnaround time (TAT).
- Case allocation accuracy.
- CRM data accuracy.
- SLA compliance.
- Pending case reduction.
- Operational efficiency and productivity.
- Internal coordination effectiveness.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
