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.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 as Deputy manager or operations manager
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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Date Posted: 11/11/2024
Job ID: 99897479
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
