Job Description

Senior ManagerEXL/SM/1474235


ServicesGurgaon
Posted On
09 Sep 2025
End Date
24 Oct 2025
Required Experience
4 - 7 Years



Basic Section
Number Of Positions


3


Band


C2


Band Name


Senior Manager


Cost Code


D007670


Campus/Non Campus


NON CAMPUS


Employment Type


Permanent


Requisition Type


New


Max CTC


1500000.0000 - 2400000.0000


Complexity Level


Not Applicable


Work Type


Hybrid - Working Partly From Home And Partly From Office


Organisational
Group


Analytics


Sub Group


Banking & Financial Services


Organization


Services


LOB


Consulting


SBU


Analytics


Country


India


City


Gurgaon


Center


EXL - Gurgaon Center 38-B




Skills
Skill


SQL


DATA ANALYSIS


Minimum Qualification


B.TECH/B.E


Certification


No data available

Job Summary:

We are seeking a highly analytical and detail-oriented Senior Analyst to join our team for the Complaints Data Analysis and Resolution project. The ideal candidate will be responsible for analyzing customer complaints data, identifying root causes, and driving actionable insights to improve customer experience and operational efficiency.

Key Responsibilities:

Analyze large volumes of customer complaints data to identify trends, patterns, and root causes. Develop dashboards and reports to monitor complaint metrics and resolution effectiveness. Collaborate with cross-functional teams (Operations, Customer Service, Product, etc.) to recommend and implement data-driven solutions. Design and execute data models to predict complaint volumes and resolution timelines. Ensure data quality, integrity, and consistency across all reporting platforms. Present findings and recommendations to senior stakeholders in a clear and impactful manner. Support continuous improvement initiatives by identifying gaps and opportunities in complaint handling processes.

Required Qualifications:

Bachelor's or Master's degree in Data Science, Statistics, Economics, Business Analytics, or related field. 4-6 years of experience in data analysis, preferably in customer experience or operations. Proficiency in SQL, Excel, and data visualization tools (e.g., Power BI, Tableau). Strong analytical thinking and problem-solving skills. Excellent communication and stakeholder management abilities. Experience with Python/SQL for data analysis.
Workflow
Workflow Type


L&S-DA-Consulting