Job Description

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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 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.

Skills Required