Senior Manager
4 weeks ago
Back Office Operations/Customer Services Expert | India
About the Job
Experience: 6+ years
Work Location: Gurgaon
EXL Company Overview:
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business.
You'll work with teams that push the boundaries of what-is-possible and build solutions that energize and inspire. We are headquartered in New York and have our delivery centres across the globe. The below role is for our Gurgaon office.
Please visit for more information about EXL.
Why Join Us:
Join EXL for Transformative Outcomes: At EXL, we prioritize our employees, placing them at the heart of our commitment to transformative outcomes. From upskilling programs to cutting-edge technologies like generative AI, we empower our team for success. Collaborate with industry leaders and advance your career with the support you need.
Work-Life Balance Matters: EXL recognizes the significance of work-life balance. Benefit from our flexible work hours, enabling you to manage your time efficiently and seamlessly integrate work and life for a healthier, more fulfilling experience.
Collaborative and inclusive work culture: We are committed to providing a supportive environment where your ideas are heard, and your skills are honed.
Job Description:
We are looking for an experienced Back Office Operations & Customer Services Expert to join our team. This is a strategic and operational role focused on enhancing customer experience, improving, supporting customer service solutions and back-office operations. The ideal candidate will have expertise in CX operations, chatbot and voice support solutions, email support processes, and service implementation strategies. This role requires a deep understanding of customer service frameworks, cross-functional coordination, and process optimization.
Role Description:
Must have:
- Develop and implement customer service strategies to boost client satisfaction and retention.
- Analyse key customer service and back-office challenges faced across industries and identify gaps in current service models.
- Research and recommend capabilities, solutions, and accelerators to address CX and operational challenges, ensuring service excellence.
- Exposure to working with service automation tools, CRM platforms, and customer support frameworks is an advantage.
- Develop strategies to improve CX by optimizing back-office processes, chatbot support, voice/email support, and automation tools.
- Work closely with internal teams to evaluate trends, assess service capabilities, and implement customer-centric operational improvements.
- Ability to assess service inefficiencies and recommend data-driven improvements.
- Strong verbal and written communication skills to coordinate between teams effectively.
Good to have
- Engage with clients to understand their service expectations and needs.
- Resolve customer complaints and escalations to improve service delivery and client satisfaction across various support channels (chat, voice, email, self-service).
- Coordinate with cross-functional teams to ensure services align with client needs and business objectives.
- Continuously monitor back-office and customer support performance, identifying areas for improvement.
Experience:
- 6+ years of experience in back-office operations, customer service management, or customer experience strategy.
- Prior experience in CX strategy, chatbot & voice support, and operational process improvement is preferred.
- Experience in managing customer service projects, implementations, and solution enhancements.
Qualification:
- Bachelor's degree in business administration, Operations Management, Customer Experience, or a related field (master's degree preferred).
- Certifications in Customer Relationship Management (CRM), Service Operations, or CX Process Optimization are a plus.
-
Assistant Manager
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Assistant Manager – Legal Location: Gurgaon, Haryana Company: Antara Assisted Care Services Limited (A Max Group Company) About Antara Assisted Care Services: Antara Assisted Care Services, a part of the esteemed Max Group, is dedicated to meeting the evolving needs of seniors and their families. With a strong legacy in healthcare, hospitality,...
-
Assistant Manager
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Assistant Manager – Legal Location: Gurgaon, Haryana Company: Antara Assisted Care Services Limited (A Max Group Company) About Antara Assisted Care Services: Antara Assisted Care Services, a part of the esteemed Max Group, is dedicated to meeting the evolving needs of seniors and their families. With a strong legacy in healthcare, hospitality,...
-
Procurement Manager
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Manager - Procurement (Civil - Construction)Location: Gurgaon, HaryanaCompany: Antara Senior CareAbout Antara Senior Care:Antara Senior Care is a premier provider of luxury Senior Care Homes and Transition Care Centres, dedicated to creating safe, comfortable, and high-quality living environments for senior citizens. With a focus on delivering...
-
Assistant Manager
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Assistant Manager – Legal Location: Gurgaon, Haryana Company: Antara Assisted Care Services Limited (A Max Group Company) About Antara Assisted Care Services: Antara Assisted Care Services, a part of the esteemed Max Group, is dedicated to meeting the evolving needs of seniors and their families. With a strong legacy in healthcare,...
-
Category Manager
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Senior Category Manager – E-commerce (Amazon Specialist) Location: Gurgaon Reports To: Ecommerce Category HeadAbout AGEasy by Antara (Max Group)AGEasy by Antara is a leading initiative from the Max Group, focused on providing innovative and high-quality products and services for the aging population. As a part of the Max Group, which is...
-
Mazars - Analyst - Rewards Segment
3 weeks ago
Gurgaon, Haryana, India Manager Full timeReward Analyst About Forvis Mazars:Forvis Mazars is a leading global professional services network. The network operates under a single brand worldwide, with just two members: Forvis Mazars LLP in the United States and Forvis Mazars Group SC, an internationally integrated partnership operating in over 100 countries and territories.Forvis Mazars cares about...
-
Mazars - Analyst - Rewards Segment
4 weeks ago
Gurgaon, Haryana, India Manager Full timeReward Analyst About Forvis Mazars:Forvis Mazars is a leading global professional services network. The network operates under a single brand worldwide, with just two members: Forvis Mazars LLP in the United States and Forvis Mazars Group SC, an internationally integrated partnership operating in over 100 countries and territories.Forvis Mazars cares about...
-
Category Manager – D2C Healthcare Products
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Category Manager – Healthcare Products (D2C)Location: GurgaonDepartment: Growth CategoryReports to: Category HeadCompany Overview:Ageasy by Antara (Max Group) is a D2C marketplace focused on offering healthcare products tailored to the unique needs of senior citizens. We are dedicated to providing exceptional customer experiences through...
-
Category Manager – D2C Healthcare Products
4 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title:Category Manager – Healthcare Products (D2C)Location:GurgaonDepartment:Growth CategoryReports to:Category HeadCompany Overview:Ageasy by Antara (Max Group)is a D2C marketplace focused on offering healthcare products tailored to the unique needs of senior citizens. We are dedicated to providing exceptional customer experiences through high-quality...
-
Category Manager – D2C Healthcare Products
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title:Category Manager – Healthcare Products (D2C) Location:Gurgaon Department:Growth Category Reports to:Category HeadCompany Overview: Ageasy by Antara (Max Group)is a D2C marketplace focused on offering healthcare products tailored to the unique needs of senior citizens. We are dedicated to providing exceptional customer experiences through...
-
Category Manager – D2C Healthcare Products
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Category Manager – Healthcare Products (D2C)Location: GurgaonDepartment: Growth CategoryReports to: Category HeadCompany Overview:Ageasy by Antara (Max Group) is a D2C marketplace focused on offering healthcare products tailored to the unique needs of senior citizens. We are dedicated to providing exceptional customer experiences through...
-
Category Manager – D2C Healthcare Products
4 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeCategory Manager – Healthcare Products (D2C) Job Title: Category Manager – Healthcare Products (D2C) Location: Gurgaon Department: Growth Category Reports to: Category Head At Ageasy by Antara , a D2C marketplace focused on offering healthcare products tailored to the unique needs of senior citizens, we are dedicated to providing exceptional customer...
-
Medical Consultant
3 weeks ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title: Medical Consultant / RMOJob Location: Gurgaon, Bangalore & ChennaiAbout Antara Assisted Care:Antara Assisted Care is a premier luxury senior care brand under the Max Group, dedicated to providing world-class healthcare and assisted living services for senior citizens. Our Luxury Transition Care Centres cater to VIP and international patients,...
-
City Head
1 day ago
Gurgaon, Haryana, India Antara Senior Care Full timeJob Title – City Head (Delhi/NCR)Job Overview:The City Head for care home Operations will be responsible for overseeing the overall management, growth, and operational efficiency of multiple care home units in the Delhi NCR region. This role involves strategic planning, leadership, and ensuring that all units under your purview maintain high standards of...
-
Senior Manager
3 weeks ago
Gurgaon, Haryana, India Xneeti Full timeSenior Manager - eCommerce Company Description:Xneeti is a technology platform to help Indian sellers and manufacturers scale their business in international markets. Role Description:- This is a full-time on-site role located in Gurugram for a Senior Ecommerce Manager. - As a Senior E-commerce Manager at Xneeti, you will play a crucial role in driving...
-
Senior Manager
2 weeks ago
Gurgaon, Haryana, India ManpowerGroup India Full timeJob is to develop insightful MIS's/Reports, analyze the business performance & provide key insights to CEO/CFO/BH's. Location: Gurgaon Designation: Senior Manager CA with 5+ yrs post qualification experience (Plus MBA, will be a big plus) Excellent in Communication skills. Experience of dealing with senior management, stakeholders Ability to work with...
-
Senior Manager
2 weeks ago
Gurgaon, Haryana, India Areness Full time- We are seeking a full-time Senior Manager Digital Transformation to join our team on-site in Delhi, India.- The Senior Manager will be responsible for leading digital transformation initiatives, applying analytical skills to assess business needs, and providing consulting services to clients.- The role involves employing design thinking methodologies and...
-
Senior Manager
4 weeks ago
Gurgaon, Haryana, India ManpowerGroup India Full timeJob is to develop insightful MIS's/Reports, analyze the business performance & provide key insights to CEO/CFO/BH's.Location: GurgaonDesignation: Senior ManagerCA with 5+ yrs post qualification experience (Plus MBA, will be a big plus)Excellent in Communication skills. Experience of dealing with senior management, stakeholdersAbility to work with Business...
-
Senior Manager
4 weeks ago
Gurgaon, Haryana, India Ground Zero Full timeRole: Senior Manager - Strategic Partnerships Location: Gurgaon Experience: 7+Years Salary: Upto 18LPA ____________________________________________________________ Position Overview The Senior Manager - Strategic Partnerships will be responsible for identifying, developing, and managing key strategic partnerships that align with the TSL Foundations mission...
-
Senior Manager
4 weeks ago
Gurgaon, Haryana, India EXL IT service management Full timeJob DescriptionJd for Scrum Master as follows:- Prior experience 4-5 years as scrum master and managing large complex projects- Strong communication, interpersonal and mentoring skills preferably with Banking domain or IT sector- Senior stakeholders management- Lead the scrum team using Agile methodology and scrum practices- Conflict resolution-...
