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.)
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
