Ops Support Expert

About the Role

Operations Support Expert (Level 3) executes defined workflows in an SOP-driven environment, ensuring tasks are completed accurately, consistently, and within SLA timelines. The role requires strict adherence to standard operating procedures, with a focus on quality, productivity, and compliance. The role operates in a fast-paced environment and requires a self-starter with strong attention to detail and analytical rigor.

Contract role for 6 months. Basis performance and business needs, contract may get extended or converted to full time.

This role involves Night shift and rotational week offs.

Key Job Responsibilities

• Execute tasks in line with defined SOPs, ensuring accuracy and turn around time (TAT) adherence
• Perform input validations and follow checklists to ensure completeness of outputs
• Identify and flag defects, exceptions, and SOP gaps to relevant stakeholders
• Maintain process compliance and documentation standards
• Support volume spikes and task transitions based on business needs
• Navigate internal tools and use MS Office (especially Excel) to track, analyze, and manage data workflows
• Make sound decisions when handling ambiguous or incomplete information
• Adapt to changing priorities, volume spikes, and task transitions without impacting metrics
• Participate in training and cross-skilling across multiple tasks
• Identify operational challenges and recommend improvements, including automation and process enhancements
• Work in rotational shifts within a 24/7 environment with weekly offs on any two days

Requirements & Tech Stack

• MS Office (especially Excel)
• Knowledge of VBA, SQL, and Data Warehousing is a plus.

Qualifications

• Bachelor's degree
• Strong verbal and written English communication skills
• Strong attention to detail and ability to follow structured instructions
• Analytical and problem-solving skills
• Ability to manage repetitive tasks across different workflows with high accuracy
• Experience in operations or SOP-driven environments
• Familiarity with quality metrics and audit processes
• Ability to handle multiple tasks with quick turnaround times

Key Metrics

• Productivity (TPH/Output per hour)
• Quality/Error Rate
• SLA/TAT adherence
• SOP compliance