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