Manager EXL/M/1528471

1 day ago


Noida, India exl Full time

Job Description *Job Purpose:*To manage and oversee day-to-day operations, ensuring efficient delivery of services, meeting client expectations, and driving business growth within EXL Services.*Key Responsibilities:**Client Delivery:*1. Manage client relationships, expectations, and satisfaction.2. Ensure service level agreements (SLAs) are met or exceeded.3. Develop and implement client-specific strategies.*Operational Excellence:*1. Oversee process implementation, improvement, and compliance.2. Analyze and optimize operational workflows.3. Implement cost-saving initiatives.*Team Management:*1. Lead, motivate, and develop a team of supervisors and agents.2. Provide coaching, training, and performance feedback.3. Foster a culture of excellence and continuous improvement.*Performance Management:*1. Monitor and analyze key performance indicators (KPIs).2. Develop and implement improvement plans.3. Conduct regular reviews and assessments.*Quality and Compliance:*1. Ensure adherence to industry regulations and standards.2. Implement quality control processes.3. Conduct audits and compliance checks.*Communication and Collaboration:*1. Liaise with internal stakeholders (e.g., sales, marketing).2. Collaborate with other operations teams.3. Communicate effectively with clients and stakeholders.*Requirements:*1. Experience:- 5+ years in operations management, preferably in BPO.- 2+ years in a leadership or supervisory role.2. Education:- Bachelor's degree in Business, Operations, or related field.3. Skills:- Strong leadership, communication, and analytical skills.- Proficient in MS Office, operational software, and tools.*Desirable Skills:*1. Certification in operations management (e.g., Six Sigma).2. Experience with industry-specific regulations and standards.3. Knowledge of lean principles and process improvement methodologies.*Performance Metrics:*1. Client satisfaction and retention.2. Service level achievement.3. Operational efficiency and productivity.4. Employee engagement and retention.5. Business growth and revenue.Performance Metrics:_1. Project timelines and milestones.2. Budget adherence.3. Client satisfaction.4. Team performance and engagement.5. Quality and compliance.



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