Operations Excellence Lead

Company: Policybazaar Position: Subject Matter Expert (SME) Locations: Kolkata| Bhubaneshwar Experience: 3+ Years Notice Period: Immediate Joiners / Up to 15 Days Employment Type: Full-Time Job Summary - Policybazaar is looking for an experienced Subject Matter Expert (SME) to support and guide Customer Support/Sales teams by driving operational excellence, improving team productivity, and ensuring process compliance. The ideal candidate should possess strong analytical skills, team handling experience, and expertise in Advanced Excel. Key Responsibilities - - Provide process guidance and floor support to Customer Support/Sales teams. Coach and mentor team members to improve productivity and performance.Monitor team performance and identify process improvement opportunities.Prepare and maintain MIS reports, dashboards, and performance trackers.Analyze operational metrics and share actionable insights.Coordinate with Operations, Training, and Quality teams to improve business performance.Ensure adherence to company processes and quality standards. Mandatory Requirements - - Minimum 3+ years of relevant experience. Customer Support Team Handling experience is Mandatory.Hands-on experience managing Attrition, Shrinkage, Productivity, and Team Performance.Strong proficiency in Advanced Excel (Pivot Tables, VLOOKUP/XLOOKUP, INDEX-MATCH, MIS Reporting).Excellent analytical, communication, and stakeholder management skills.Regional Language is Mandatory:Graduation is Mandatory. .