Executive Operations Capability - Mumbai

About the Role: 

● The Junior Executive / Executive / Senior Executive will be responsible for managing end-to-end complaint resolution and service delivery coordination for NKA accounts, enhancing customer experience and supporting operational efficiency. 

● The incumbent will report to the Manager. The incumbent will have to work as part of a multi-functional team, and this involves collaboration with the internal team and external stakeholders. 

Job Responsibilities: 

● Support Manager Operations in building an end-to-end system for complaint management and timely SOS follow-ups for NKA accounts 

● Collate, analyse, and report complaint data across NKA customers; share insights with Manager 

● Enhance customer experience and retention through structured feedback and resolution mechanisms 

● Coordinate with branches and NKA teams to ensure service planning, scheduling, and timely delivery as per contract 

● Monitor SOS, TAT, and complaint resolution steps; analyse trends and present action plans regularly 

● Execute additional tasks and projects as assigned from time to time 

Key Result Areas: 

● Complaint Management System 

● Customer Experience Enhancement 

● Service Delivery Coordination 

● Data Analysis & Reporting 

● SOS & TAT Monitoring

Competencies (Skills essential to the role): 

● Strong communication skills – verbal, written, and fluent in English; local languages preferred 

● Proficient in Google Suite / MS Office 

● Analytical skills 

● Cross-functional collaboration 

● Agile 

● Time Management 

Educational Qualification / Other Requirement: 

● Bachelor’s degree 

● Minimum 2 to 5 years of experience in Service & Operations 

● Familiarity with branch functioning, iCABs systems, and complaint management handling

● Knowledge of service delivery, follow-up, and SOS processes 

● Basic pest management knowledge and experience in customer-facing complaint resolution 

● Willingness to travel as per business needs 

Role Type / Key working relationships: 

● Individual Contributor 

● Internal team 

● External stakeholders 

➔ Our values lie at the core of our mission and vision. We believe that it’s our people who make our company what it is. We believe in: 

● Service 

● Relationships 

● Teamwork 

● Responsibility