Senior Manager

Job Purpose EXL is seeking an experienced Transformation Manager to identify, assess, design, and project manage transformative initiatives across client operations. The ideal candidate will possess deep expertise in operational transformation, leveraging process redesign, continuous improvement, digital innovation, automation, data-driven insights as well as expertise and knowhow in a wide range of transformation tools and technologies to drive efficiency, effectiveness, and client value. This role is placed under the Transformation and Data Insights team of EXL s Emerging Business Unit (EBU) which is an amalgamation of Utilities, Travel, Banking and Retail and will need to bring together expertise in a range of transformation levers and work with extended organizational teams and resources to deliver objectives. Skills & Experience Essential skills and experience - minimum criteria Education: Bachelor s degree (any) Experience: ~10+ years of experience in primarily business transformation and operations management, or related roles, mandatorily in BPM environments. Proven track record of successfully delivering large-scale transformation projects across complex organizations. Expertise in process improvement methodologies (Lean, Six Sigma, etc). Strong understanding of digital technologies, automation solutions (RPA, AI), and data analytics. Experience in managing cross-functional teams and driving stakeholder engagement at senior levels. Technical Skills: Automation Tools: Experience with leading RPA platforms such as UiPath, Automation Anywhere, Blue Prism, or similar. Process Mining and Analysis Tools: Familiarity with tools like Celonis, Signavio, or Minit for process discovery and enhancement. Data Analytics and Visualization Tools: Expertise in Power BI, Tableau, Qlik, or similar for generating insights and dashboards. Workflow and BPM Tools: Experience in designing and implementing workflow and work management tools Understanding of ETL and API integration processes AI and Machine Learning Platforms: Exposure and knowhow of AI/ GenAI frameworks and capabilities Collaboration and Project Management Tools: Strong understanding of project management tools like Jira, Smartsheet, Trello, Microsoft Project, or Asana for agile project management. Soft Skills: Excellent problem-solving, analytical, and communication skills. Ability to communicate complex data insights clearly and effectively to non-technical stakeholders both verbally and through presentations. Excellent organizational skills, attention to detail, and ability to manage multiple tasks simultaneously. Desirable skills and experience Certification in Lean Six Sigma (Green or Black Belt). Certifications in digital transformation Familiarity with digital platforms, automation tools, and data visualization technologies. Knowhow and experience in AI/ Gen AI capabilities Experience and knowhow in travel/ utilities/ retail/ banking industries and voice environments is a major plus . Responsibilities Operational Assessment and Strategy: Evaluate client operations, systems, and workflows to identify opportunities for transformation. Collaborate with stakeholders to develop tailored transformation roadmaps aligned with client objectives. Process Redesign and Continuous Improvement: Lead end-to-end process redesign initiatives to streamline operations, eliminate inefficiencies, and improve service delivery. Foster a culture of continuous improvement by implementing frameworks such as Lean, Six Sigma, or Kaizen. Digital Innovation and Automation: Identify and implement digital tools, platforms, and technologies to enhance operational effectiveness. Drive automation initiatives using RPA (Robotic Process Automation), AI/ GenAI, ML, and other emerging technologies to reduce manual efforts, increase accuracy, streamlining and improving end-customer/consumer experience. Work closely with extended EXL teams, developers and owners of proprietary digital products to implement solutions Data-Driven Insights: Utilize advanced analytics, data insights and visualization to generate insights and data led storytelling on customer challenges and opportunities and to identify and prioritize transformation initiatives. Lead initiatives to use data to create journey mapping to visualize pain-points and bottlenecks Stakeholder Engagement, Project Management and Change Management: Work closely with client leadership, EXL cross-functional teams deliver on goals and ensure smooth execution. Create project plans, progress reports and lead governance of transformation projects Champion change management processes to drive adoption and ensure alignment across teams. Develop and monitor KPIs to measure transformation impact and ensure sustainable results. Thought Leadership and Innovation: Stay updated on industry trends, best practices, and emerging technologies to continuously refine transformation strategies. Act as a trusted advisor to clients, providing insights on evolving market demands and opportunities for innovation.