Manager

Basic Section

Organisational

*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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