Business Operations Executive Professional Service Listings Engagement

Role Title: Business Operations Executive ProfessionalService Listings & Engagement Management

Reporting to: Senior Business Operations Manager

The Operations Executive Professional Service Listings& Engagement Management will be responsible for overseeing the registrationverification and operational management of professional services listed onthe People Empowerment Platform. The platform enables users to discoverand 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
  
• EventRelated Services
  

This role ensures that serviceproviders are properly registered and verified manages the workflow ofservices across multiple geographical communities and ensures users servicerequests and provider listings are handled efficiently. The executive will alsotrack the supplydemand connections ensuring a seamless experience for allusers. Importantly this platform is not an ecommerce platform but a twowaycommunication platform that solves for discovery and connection between demandand supply facilitating direct interactions between customers and serviceproviders. The platform supports AIbased twoway communication in 13 differentlanguages including voice commands and operates across various geographicalcircles/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: Bachelors 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/MLDriven 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
  

OperationalExecution & Process Management

• Track supplydemand 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 servicerelated inquiries and SOPs
  
• Monitor call center adherence to SLAs for servicerelated support
  

DataDriven Service Optimization

• Track geographic & communityspecific 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 Engagementbetween Supply & Demand and contribute to the growth.

Competencies

Service Listing & Workflow Management

AIDriven Service Discovery & UserMatching

Call Centre & IVR Support Optimization

CommunitySpecific Service Operations

Vendor & Provider Coordination

Process Compliance & SOP Implementation

Key Metrics for Success

Service Provider Onboarding &Verification Rates

User Satisfaction & Service RequestResolution

Efficiency of SupplyDemand Connections

Call Centre Training Effectiveness & SLACompliance

Adoption & Engagement Growth AcrossGeographies