Back office Executive at Ayvens in Mumbai

Job description

At Ayvens, progress starts with you. Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us, and get better with every move. Key Responsibilities 1. Pre-Termination Notification Management · Send pre-notification communications to customers 60 days prior to vehicle lease contract expiry/cancellation. · Ensure the correct notification template is used based on the applicable product type. · Verify that notifications are sent to the correct customer/client email IDs with complete and accurate contract details. · Extract and prepare eligible contract data from systems as per approved process checklists. · Maintain records of all notifications sent for audit and tracking purposes. · Conduct post-notification audits to ensure 100% coverage of eligible contracts and confirm no cases are missed. 2. Vehicle Return Reporting & Contract Cancellation Support · Initiate vehicle return intimation and reporting to internal stakeholders and finance teams following vehicle return. · Facilitate timely processing of contract cancellation requests based on returned vehicle information. · Coordinate with internal departments to ensure smooth closure of contracts and related activities. 3. Vehicle Return Data Reconciliation · Reconcile vehicle return records against stock reports received from stockyard vendors. · Verify that all vehicles physically received at stockyards are accurately reflected in internal return trackers and MIS reports. · Identify discrepancies and coordinate with relevant stakeholders for resolution. · Ensure accurate reporting and documentation of vehicle return status. 4. Vehicle Return Form (VRF) Management · Ensure Vehicle Return Forms (VRFs) are received for all returned vehicles eligible for cancellation processing. · Track pending VRFs and follow up with vendors, outsourced agencies, and internal stakeholders. · Escalate cases where VRFs are not received within 48 hours of vehicle return. · Share escalations with concerned operational teams and functional heads as per escalation matrix. · Maintain complete documentation records for audit and compliance requirements. 5. Stakeholder & Vendor Coordination · Coordinate with: o Vehicle pickup agencies o Outsourced follow-up agencies o Stockyard vendors o Finance teams o Operations teams o Customer service teams · Ensure timely resolution of operational issues impacting vehicle return and contract closure activities. · Conduct regular review with pick up agencies and stockyard vendors to improve service levels. · Support business continuity by acting as a backup resource for vehicle return operations. 6. Vehicle Return Operations Support · Provide operational support to the Vehicle Return Team during periods of high workload or resource constraints. · Assist in coordinating vehicle pickups, stockyard receipt confirmations, and vendor follow-ups. · Monitor end-to-end vehicle return activities to ensure adherence to defined timelines. 7. Parking Vehicle Monitoring · Maintain a separate tracker for vehicles returned solely for parking purposes. · Monitor movement and status of parked vehicles. · Ensure such vehicles are not incorrectly processed for contract cancellation. · Coordinate with relevant stakeholders to determine appropriate next actions for parked vehicles. 8. Process Governance & Compliance · Ensure adherence to all operational processes, controls, and service-level agreements (SLAs). · Maintain accurate records, trackers, and audit trails for all activities. · Escalate operational risks, delays, and exceptions in a timely manner. · Ensure all reporting and documentation activities are completed with high accuracy. 9. Process Improvement & Automation · Identify process inefficiencies and recommend opportunities for improvement. · Provide inputs for automation initiatives to reduce manual effort and improve controls. · Collaborate with IT and business teams in designing, testing, and implementing automation solutions. Participat