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Job Title: Backend Executive (Operations Lead)

Department: Operations Management

Reporting To: Head of Operations / Project Lead

Employment Type: Full-Time

Salary: 4.2LPA

Experience: 2–4 Years

Role Overview

We are looking for a proactive and organized Backend Executive (Operations Lead) to oversee day-to-day backend operations and act as the key link between ground operations and the leadership team. This junior management/supervisory role is responsible for coordinating telecallers, office coordinators, and drivers while ensuring smooth operational workflows, timely service delivery, and adherence to quality standards.

Qualifications / Requirements

• Graduate in any stream.
• Additional certification in Business Administration or Operations is an added advantage.
• 2–4 years of experience in Operations, Administration, or Customer Service Management.
• Fluent in both Hindi and English with excellent verbal and written communication skills.
• Available for full-time work with flexibility to handle escalations and night-time emergencies.
• Strong leadership and team coordination skills.
• Good organizational, problem-solving, and decision-making abilities.
• Proficiency in MS Excel, MS Word, and basic reporting tools.
• Professional, empathetic, and composed personality while dealing with customers and stakeholders.
• Experience in Healthcare, Hospitality, Logistics, or Customer Operations will be an added advantage.

Key Responsibilities

• Supervise and coordinate the daily work of telecallers, office coordinators, and drivers.
• Monitor live bookings from incoming calls through vehicle dispatch to successful service completion.
• Handle escalations, customer complaints, and special institutional requests promptly.
• Maintain MIS records, including daily bookings, vehicle usage, staff attendance, and service quality logs.
• Ensure team members adhere to brand communication standards and dignity-first service protocols.
• Coordinate with hospitals, funeral firms, NGOs, and institutional partners on operational matters.
• Support recruitment, onboarding, and training of new ground staff.
• Prepare and submit daily and weekly performance reports to the Founder / Project Lead.
• Ensure vehicle maintenance schedules, hygiene protocols, and compliance requirements are completed on time.