MIS - Grievance Team

About Olyv Olyv is India’s fastest growing, fully-automated next-gen Fintech company aiming to address the credit requirements of innumerous self-employed micro entrepreneurs, micro-merchants and middle/lower-income salaried individuals. Our platform also offers digital gold savings, credit health products, among others. Headquartered in Bengaluru, Olyv was conceived in 2017 with a mission to provide financial inclusion to the underserved market. The company has been facilitating micro-credit through its cutting-edge app and has witnessed rapid growth with over 4 Cr+ users and 1 million+ loan disbursed through its AI & ML-powered modules in over 19,000 pin codes across India. Olyv's app-based credit platform offers instant credit options through 100% automation at a pan-India scale. The company has been supported by reputed fintech investors like LGT Lightstone, Accion Venture Lab, Unicorn India Ventures etc. Olyv has been recognized nationally and internationally for its efforts at Google’s Launchpad Accelerator, Global Inclusive50 by MetLife, VISA, IFC, etc.
Job Purpose To maintain MIS reports to monitor case volumes, TAT, SLA adherence, pending cases, and team productivity. This role requires strong email communication, data management and analytical skills.
Key Responsibilities  Prepare daily, weekly, and monthly MIS reports on complaints, queries, requests, escalations, and case closures.  Maintain trackers for case volumes, pending cases, ageing, TAT breaches, SLA adherence, and resolution status.  Monitor individual productivity, case handling volumes, backlog, and resolution efficiency.  Prepare dashboards and reports for management reviews and operational performance monitoring.  Validate data accuracy, perform reconciliations, and ensure consistency between CRM records and MIS reports.  Identify trends, recurring complaint categories, and process gaps through data analysis.  Highlight overdue cases and critical escalations to management for timely intervention.  Support regulatory reporting, internal audits, and data submissions within defined timelines.  Maintain updated records and ensure timely submission of all assigned reports. Stakeholder Coordination  Follow up on outstanding actions and ensure clear accountability for pending cases.  Identify opportunities to improve email response quality, reporting accuracy, and grievance handling efficiency.  Adhere to defined processes, quality standards, and documentation requirements.
Required Qualifications and Skills  Graduate in any discipline.  1–3 years of experience in email support, customer service, and MIS reporting.  Strong written communication and email drafting skills.  Good working knowledge of MS Excel, including VLOOKUP/XLOOKUP, Pivot Tables, IF formulas, COUNTIF/SUMIF, and data validation.  Ability to prepare MIS reports, analyse data, and maintain accurate trackers.  Experience with Freshdesk or other CRM/helpdesk platforms is preferred.  Strong analytical, problem-solving, organisational, and follow-up skills.  Ability to manage multiple priorities and meet strict deadlines.  Knowledge of NBFC/Fintech operations, lending products, complaint handling, and regulatory grievance processes will be an advantage.
Key Performance Indicators (KPIs)  Timely and accurate submission of MIS reports.  Adherence to complaint resolution TAT and SLA.  Quality and accuracy of customer email responses.  Accuracy of documentation, and reporting.
Preferred Candidate Profile The ideal candidate should be comfortable handling both customer-facing email communication and data-driven reporting responsibilities. The candidate must demonstrate strong attention to detail, ownership of assigned cases, proficiency in Excel, and the ability to coordinate effectively with multiple internal stakeholders while meeting service and compliance standards.