| Detail | For this role |
|---|---|
| Department | Operations |
| Level | Entry level |
| Reports to | Operations Supervisor |
| Direct reports | None |
| Experience | Fresher or 1 to 3 years in operations or back office work |
Operations Executive job description template
Copy this job description, replace the text in square brackets and post it on your careers page or a job portal.
Job title: Operations Executive
Department: Operations
Reports to: Operations Supervisor
Location: [City], [office, branch or site]
About the role
An Operations Executive carries out the core daily work of an operations team, such as processing orders, service requests, shipments, applications or transactions according to SOPs. The role meets daily volume and quality targets, updates systems, answers queries from customers or other teams and escalates exceptions. It is a common starting point in operations and the base from which supervisors and managers grow.
Key responsibilities
- Process the day's allocated orders, requests, shipments or transactions in the system as per the SOP.
- Check each case for complete information and documents before processing, and hold incomplete ones with a reason.
- Meet the daily productivity and quality targets set for the process.
- Answer status queries from customers, branches or internal teams by phone or email.
- Escalate exceptions, system issues or unusual cases to the supervisor or senior executive.
- Update trackers and system status so that pending work is visible to the team.
- Coordinate with warehouse, accounts, sales or field teams to complete pending steps.
- Correct errors returned by the checker or quality team and apply the feedback to later cases.
- Follow the team's data security, attendance and discipline rules.
Requirements
- Graduate in any discipline, often B.Com or BBA
- Basic computer skills
- Communication in English and Hindi or the local language
- Fresher or 1 to 3 years in operations or back office work
KRAs and KPIs for a Operations Executive
Key result areas for the appraisal form, each with a KPI you can measure every month or quarter.
| Key result area | How to measure it |
|---|---|
| Productivity | Daily case or order target met on at least 90 percent of working days |
| Quality | Errors below 2 percent of cases in the monthly quality audit |
| Turnaround | Cases closed within the process SLA |
| Query handling | Status queries answered on the same working day |
| Pending cases | No personal pending case beyond SLA without an escalation note |
Skills and tools
Tools used day to day: Company ERP, CRM or process system, MS Excel, Email, Phone, Ticketing tool or order tracker.
Reporting line and career path
Next roles: Senior Operations Executive, Operations Supervisor, Quality and Process Executive
Interview questions for a Operations Executive
- What do you understand by an SOP, and why follow it exactly?
- A customer calls about an order you cannot find in the system. What do you do?
- How do you make sure you meet your daily target without making errors?
- Your checker returned three of your cases today. How do you respond?
- Tell me about a time you worked with another team to finish a task.
- Which Excel functions do you know, and where have you used them?
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What is the job of an operations executive?
An operations executive processes the daily work of an operations team, such as orders, service requests, shipments or transactions, following SOPs. They meet productivity and quality targets, update systems and trackers, answer status queries, coordinate with other teams and escalate exceptions to the supervisor.
What qualification is required for an operations executive?
Most companies ask for a graduate degree, often B.Com or BBA, along with basic computer skills and good communication in English and the local language. Freshers are hired for many processes, and experience in back office or customer service helps for more complex ones.
What is the career growth for an operations executive?
The usual path is Operations Executive, then Senior Operations Executive after two to three years, then Operations Supervisor or Team Leader, and then Assistant Operations Manager. Some executives move sideways into quality, MIS, training or process excellence roles.