Telecaller

Job description

Job Overview:

The Operations Manager will oversee and streamline the end-to-end functioning of the arbitration and conciliation processes within the institution. The role involves managing case workflows, coordinating with arbitrators, conciliators, parties, and legal representatives, ensuring compliance with institutional rules, and maintaining operational efficiency and service quality.

Key Responsibilities:

1. Case & Process Management

Oversee the lifecycle of arbitration and conciliation cases from registration to award/settlement.

Allocate cases to arbitrators and conciliators as per institutional procedures.

Ensure timely communication between parties, the tribunal, and the institution.

Track deadlines and compliance with procedural timelines.

Monitor the progress of ongoing cases and maintain digital and physical case records.

2. Coordination & Communication

Serve as a central point of contact between the institution, arbitrators, and disputing parties.

Manage scheduling of hearings, conciliation sessions, and meetings.

Draft and issue procedural correspondence, notices, and hearing schedules.

Ensure professional and prompt communication standards are maintained.

3. Administrative & Operational Oversight

Supervise daily office operations, including document management, filing, and database maintenance.

Implement workflow systems for efficiency, accuracy, and confidentiality.

Ensure compliance with institutional policies and legal requirements.

Prepare periodic operational reports and performance dashboards.

4. Team Management

Lead and supervise case managers, coordinators, and administrative staff.

Conduct training sessions for new staff on case handling and institutional procedures.

Monitor staff productivity and maintain team morale and discipline.

5. Quality & Compliance

Ensure adherence to the institution's arbitration and conciliation rules.

Monitor compliance with data protection and confidentiality norms.

Implement quality assurance measures and continuous improvement initiatives.

6. Financial & Logistical Support

Coordinate invoicing, fee collection, and arbitrator payments with the accounts team.

Manage hearing logistics (venue, virtual setup, documentation, etc.).

Support budgeting and cost optimization for operations.

7. Strategic & Institutional Development

Assist management in policy formulation and process improvement.

Support digitization initiatives and case management software upgrades.

Represent the institution in client and arbitrator onboarding sessions, conferences, and external communications.

Qualifications & Skills:

Bachelor’s degree, Business Administration, or related field (Master’s preferred).

Minimum 1+ years of experience in Bank or Legal.

Excellent organizational, communication, and interpersonal skills.

Proficiency in MS Office and case management software.

Ability to handle confidential information with integrity.

Leadership skills with a focus on team coordination and process efficiency.

Company Name: PDR Organization pvt. Ltd

Company Website: pvtcourt.com

• It is a Full Time Customer Support / TeleCaller job for candidates with 1 - 5 years of experience.