Experience Required
3+
Job Description
Role Title: Business Operations Executive – Professional Service Listings & Engagement Management
Reporting to: Senior Business Operations Manager
Purpose of the Function
Responsibilities
The
Operations Executive – Professional Service Listings & Engagement Management will be responsible for overseeing the
registration, verification, and operational management of professional services listed on the
People Empowerment Platform. The platform enables users to discover and connect with service providers across multiple categories, including:
- Home Services (LPG pipeline, plumbing, housekeeping, pest control, interior design, electrician, etc.)
- Education (Computer training, vocational training, coaching, etc.)
- Medical (Nursing, hospitals, dentists, dermatologists, etc.)
- Repairing & Servicing (Computer, furniture, car AC, etc.)
- Construction & Building Services
- Logistics, Internet & Security Services
- Event-Related Services
This role ensures that service providers are properly registered and verified, manages the workflow of services across multiple geographical communities, and ensures users' service requests and provider listings are handled efficiently. The executive will also track the supply-demand connections, ensuring a seamless experience for all users. Importantly, this platform is not an e-commerce platform but a two-way communication platform that solves for discovery and connection between demand and supply, facilitating direct interactions between customers and service providers. The platform supports AI-based two-way communication in 13 different languages, including voice commands, and operates across various geographical circles/communities visible on maps.
Internal Interaction With
- Senior Business Operations Manager
- Product & Engineering Teams
- Customer Support & Call Centre Teams
- Data & Analytics Teams
External Interaction With
- Service Providers & Vendors
- Call Centre & IVR Service Providers
- Community Leaders & Local Representatives
Requirements
Education & Experience
- Degree: Bachelor’s in Business Administration, Operations, or a related field
- Experience: 3+ years in digital platform operations, Professional service management, or customer support
- Preferred Certifications: Lean Six Sigma, Digital Process Management, AI/ML-Driven Operations
Requirements & Skills
Service Provider Onboarding & Verification
- Manage registration, documentation, and verification of service providers
- Ensure that only verified providers get listed, maintaining quality standards
- Work with data & AI teams to ensure services are recommended to the right users
Operational Execution & Process Management
- Track supply-demand connections and measure the effectiveness of service matching
- Define workflows for service approvals, escalations, and issue resolution
- Ensure timely handling of queries from citizens demanding services
User & Provider Support
- Handle inquiries from both citizens and service providers via web, IVR, and call center
- Train call center personnel on service-related inquiries and SOPs
- Monitor call center adherence to SLAs for service-related support
Data-Driven Service Optimization
- Track geographic & community-specific service demand trends
- Work with AI teams to optimize service visibility and user recommendations
- Generate performance reports and suggest workflow improvements
Compliance & Risk Management
- Ensure adherence to data security, privacy, and compliance policies
- Monitor fraudulent service listings and take corrective actions
- Identify gaps and implement process improvements
Roles & Responsibilities
Ensure –
✔ Seamless
service provider registration & verification
✔ Efficient
handling of user and provider inquiries
✔ AI-powered
service discovery and personalization
✔ Call center teams are
trained and equipped for service-related support.
✔ Ensure Seamless Engagement between Supply & Demand and contribute to the growth.
Carry out –
✔
Approval & listing of services, ensuring quality and compliance
✔
Tracking of supply-demand connections and improving match rates
✔
Performance monitoring & operational reporting
✔
Coordination with vendors, service providers, and technical teams
Contribute –
✔
Process optimization & workflow efficiency
✔
Service adoption strategies across different geographies
✔
Community outreach & awareness initiatives for service accessibility
Competencies
- Service Listing & Workflow Management
- AI-Driven Service Discovery & User Matching
- Call Centre & IVR Support Optimization
- Community-Specific Service Operations
- Vendor & Provider Coordination
- Process Compliance & SOP Implementation
Key Metrics for Success
- Service Provider Onboarding & Verification Rates
- User Satisfaction & Service Request Resolution
- Efficiency of Supply-Demand Connections
- Call Centre Training Effectiveness & SLA Compliance
- Adoption & Engagement Growth Across Geographies
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