POSITION SUMMARY:
The CRM Operations role supports end-to-end service delivery by managing deficiency reporting, client communication, and operational task routing through the CRMOps inbox and JitBit with full audit compliance. The position provides cross-functional coordination across Pre-Settlement,Post-Settlement, and Disbursement Operations teams, ensuring timely execution, accurate documentation, and SLA adherence.
This role also contributes to process optimization by maintaining trackers and dashboards, identifying operational gaps, supporting SOP enhancements, and collaborating with U.S.-based teams to ensure seamless workflow alignment and consistent service quality.
JOB RESPONSIBILITIES:
- Monitor inbound client emails / ARROW portal and route requests to the appropriate service lines such as Lien Resolution, QSF, Probate, Bankruptcy, Claims Administration, and Pre-Settlement, ensuring 100% absorption of client responses.
- Manage JitBit task creation with proper documentation and maintain a complete audit trail for operational transparency.
- Escalate incomplete or missing information to internal stakeholders and track follow-ups to closure.
- Support cross-functional workflows by coordinating data, documents, and client-requested updates across service lines.
- Gather client-requested information and assist Lien Resolution Medical Audit and other teams with timely responses.
- Maintain trackers, dashboards, and weekly progress reports to monitor service-line performance and operational health.
- Track deliverables against SLA timelines and proactively escalate potential delays or risks.
- Prepare, review, and deliver deficiency reports using standardized templates to ensure clarity and consistency in client communication.
- Identify workflow gaps, propose process improvements, and contribute to pilot initiatives and SOP updates for standardization.
- Collaborate closely with U.S.-based teams to align schedules, deliverables, and deficiency report planning.
- Serve as a coordination bridge between CRMOps, Client Services, Lien Resolution, Probate, Bankruptcy, Claims Administration, Pre-Settlement, and Project Analysts for seamless task execution.
- Lead process transitions and training initiatives (OJT & BAU), support special projects, and act as a point of contact for team queries to enhance productivity and resolve operational issues.
- Proactively identify operational risks, potential gaps, and workflow bottlenecks to ensure smooth service delivery.
KNOWLEDGE AND SKILLS:
Education & Experience:
- Bachelor's degree in any stream (preferably- commerce background).
- Proven 2+ years of experience in US-based MNC with exposure to client interactions and document processing.
Technical Skills:
Required:
- Demonstrated typing speed of 40+ WPM with strong command of spelling, grammar, and diction.
- Advance MS office skills including MS Excel (Power query, Macro, nested formula, Tables, Formatting, Creating Dashboard) and Proficiency in Outlook (Create Rules, Manage Different Mailbox, Manager Calendar, etc.).
- Hands-on experience with advanced Excel functions, SQL, and data visualization platforms such as Power BI and Tableau.
- Familiarity with tools like Power Automate or Artificial intelligence to streamline repetitive tasks and improve efficiency.
Preferred:
- Hands-on experience with advanced Jira functions and Rovo agents.
Interpersonal & Professional Skills:
- Strong verbal and written business communication skills with the ability to engage independently with U.S.-based stakeholders.
- Demonstrates reliability, process alignment, and disciplined coordination across service lines and time zones.
- Proficient in managing high-volume tasks and multiple priorities while consistently meeting strict deadlines.
- Ability to identify workflow gaps and propose structured, solution-oriented improvements.
- Self-driven, with strong ownership of workstreams and readiness for higher responsibilities.
- Quickly adapts to new tools, processes, and service-line requirements to maintain operational continuity.
- Have excellent customer service, interpersonal, listening, and critical thinking skills.
If interested kindly share your resume at [Confidential Information] ; 6352656128
