Associate, Operations Support Center

<div class="content-intro"><p>Envoy Global is a proven innovator in the global immigration space. Our mission combines our industry-leading tech platform with holistic service to streamline, simplify and expedite the immigration process for employers and individuals.</p></div><p>We have an opening within <strong>Envoy Global</strong>'s dedicated <strong>Operations Support Center</strong> based in Hyderabad, for an <em>experienced</em> <strong>Associate </strong>to join us on a full time, permanent basis.</p> <p>The Operations Support Center plays a key role in supporting the seamless execution of operational activities, data management, reporting functions, and customer experience delivery. This team works closely with cross-functional and external stakeholders to ensure tasks are completed accurately, efficiently, and in alignment with organizational standards. The <strong>Associate, Operations Support Center </strong>offers an exciting opportunity which combines daily operations, analytical reporting, and frontline customer support, contributing directly to the success of <strong>Envoy</strong>’s immigration services.</p> <p><strong>As our Associate - Operations Support Center, you will be required to: </strong></p> <ul> <li>Manage client onboarding and offboarding by verifying required documentation, updating internal systems, and coordinating with stakeholders for smooth transitions.</li> <li>Execute end-to-end operational tasks such as data entry, case monitoring, and documentation management, ensuring accuracy and timeliness across all activities.</li> <li>Collaborate with internal and external stakeholders including legal teams, finance, CRM, and account managers to support seamless service execution.</li> <li>Maintain internal trackers and tools to monitor task statuses, follow-ups, and deadlines, ensuring alignment with service standards and client expectations.</li> <li>Conduct regular audits and validations of data entered into systems to maintain quality, compliance, and completeness.</li> <li>Prepare routine and ad hoc reports covering task volumes, performance metrics, and SLA adherence using Microsoft Excel and internal platforms.</li> <li>Use Excel tools such as Pivot Tables, VLOOKUP, formulas, conditional formatting, and basic macros to build and maintain accurate and insightful reports.</li> <li>Support CRM reporting functions by collecting, formatting, and validating data to assist in insights, dashboards, and business decisions.</li> <li>Respond to client and foreign national queries across communication channels such as chat, email, and phone, providing timely, clear, and empathetic assistance.</li> <li>Use ticketing platforms like Zendesk, Freshdesk, or similar tools to log, categorize, and resolve customer issues in line with internal SLAs.</li> <li>Proactively monitor open tickets and follow up to ensure resolution, escalating complex issues when necessary.</li> <li>Ensure a high level of client satisfaction through professional communication, ownership of issues, and process clarity.</li> <li>Stay up to date with internal processes, product updates, and immigration-related procedures to provide accurate and current support.</li> <li>Demonstrate strong time management and multitasking skills while handling high volumes of work under tight deadlines.</li> <li>Contribute to ongoing process improvements, documentation updates, and knowledge-sharing initiatives across teams.</li> </ul> <p><strong>To apply for this role, you should possess the following skills, experience and qualifications: </strong></p> <ul> <li>2–4 years of experience in a blended operations, reporting, and customer service role within a process-driven or service-oriented environment.</li> <li>Excellent verbal and written communication skills in English, with the ability to interact effectively across different channels.</li> <li>Proficiency in Microsoft Excel including use of advanced functions like Pivot Tables, VLOOKUP, data filters, formatting, and basic macros.</li> <li>Hands-on experience with ticketing tools such as Zendesk, Freshdesk, or equivalent systems.</li> <li>Strong attention to detail, with the ability to manage and validate large volumes of data and documentation.</li> <li>Demonstrated ability to work collaboratively with internal and external teams to resolve issues and drive process success.</li> <li>Exposure to immigration processes or legal documentation, handling DS-160 forms is an advantage, though not mandatory.</li> <li>Bachelor’s Degree or above</li> <li><span data-teams="true">Willing/able to work night/rotational shifts</span></li> </ul> <p><strong><em>If this role excites you, please take a moment to complete the questionnaire below and attach your current resume. We look forward to your prompt response.</em></strong></p> <p> </p>