Techno-Functional Operations Support Executive

Key Responsibilities 1. Operational Support & Incident Management • Provide real-time operational support to field teams, channel partners, and internal stakeholders. • Act as the primary escalation point for operational and transaction-related issues. • Identify, troubleshoot, resolve, or appropriately escalate incidents within defined SLA timelines. • Ensure uninterrupted business operations during critical incidents and peak transaction periods. 2. Call Management • Handle inbound operational support calls received from: o Channel Partners (TCCs & Retail Outlets) o Key Account Managers (KAMs) o Area Sales Representatives (ASRs) o Sales & Operations Teams • Record, track, and manage all cases through CRM systems. • Maintain high standards of customer service and issue ownership. 3. Email & Ticket Management • Manage the official TCOPS support mailbox. • Acknowledge and respond to operational requests within prescribed SLA timelines. • Categorize, prioritize, and track tickets until closure. • Ensure timely communication and stakeholder updates throughout the resolution lifecycle. 4. Salesforce CRM Operations • Manage escalated CRM cases related to: • Customer enrolments • Fuel transactions • Cash and digital loadings • Reversals and settlement issues • Business Continuity Process (BCP) exceptions • Ensure all cases are resolved within agreed turnaround times. 5. Fraud Monitoring & Risk Control • Monitor Fraud Early Warning System (FEWS) alerts and transactional anomalies. • Conduct preliminary investigations into suspicious activities. • Initiate preventive and corrective actions as per defined SOPs. • Support fraud prevention initiatives and revenue protection measures. 6. Digital Payments & Transaction Operations • Monitor and support: • Fleet Card Transactions • Payment Gateway Transactions • Wallet Loadings • Banking Integrations • Settlement and Reconciliation Activities • Coordinate with banking partners and payment vendors to resolve transaction-related issues. 7. MIS, Analytics & Reporting • Prepare and publish daily, weekly, and monthly operational reports covering: • Transaction volumes • Loading trends • Reversal metrics • Payment gateway performance • SLA adherence • Operational exceptions • Ensure accuracy, consistency, and timely circulation of reports. 8. Training & Knowledge Management • Conduct training and knowledge-sharing sessions for: • Retail Outlet Staff • Channel Partners • Field Teams • Educate stakeholders on operational processes, BCP procedures, and best practices. • Maintain and update process documentation and knowledge repositories. 9. Customer & Call Centre Escalation Support • Provide Level-2 support for escalated customer complaints and operational issues. • Perform root cause analysis and recommend long-term corrective actions. • Work closely with customer care teams to enhance customer experience. 10. Cross-Functional Coordination Coordinate closely with internal functions including: • Finance & Accounts • Banking Operations • SAP Team • Digital IT • Loyalty Team • Mobility Team • Customer Care Operations • Sales & Operations Teams Manage external stakeholder relationships with: • Jio Payment Gateway • HDFC Payment Gateway • HDFC ECMS • Technology Partners • Service Vendors