Head of Service Centre Operations & Performance

EXL; Manchester; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Competitive package

Pension

Cycle scheme

ESPP

Development opportunities

Diversity & inclusion

Job summary

EXL in Manchester, UK is seeking a Senior Operations Manager to lead the operational delivery of service centre functions, ensuring SLAs, quality and customer experience objectives are met. You will provide strategic leadership to managers across multiple workstreams and ensure alignment with client and regulatory requirements.

You will drive continuous improvement using data analytics, manage workforce planning, and report performance to senior leadership.

Qualifications

• Degree qualification in Business Management, Operations Management or a related discipline; advanced leadership, operational excellence or project management certifications are preferred.
• 10+ years of operational leadership experience, including leadership of managers and large-scale service delivery teams within customer operations, service centres or business process services environments.
• Demonstrable experience managing complex, high-volume operational functions, delivering measurable improvements in service performance, efficiency, customer satisfaction and employee engagement.
• Proven experience of managing client relationships at a senior level and delivering performance against contractual and regulatory obligations.

Responsibilities

• Leading and overseeing all operational functions within the service centre, ensuring the effective delivery of services, achievement of SLAs and operational excellence across all workstreams.
• Providing leadership and direction to operational management teams, supporting performance management, succession planning, resource optimisation and colleague development.
• Driving operational strategy and performance improvement initiatives through the effective use of data, analytics and customer insight.
• Ensuring operational governance frameworks are maintained, including adherence to regulatory requirements, SEC and REC compliance obligations, cybersecurity standards and internal policies.
• Building and maintaining strong relationships with client stakeholders, acting as a senior escalation point and trusted partner for operational delivery matters.
• Leading workforce planning and capacity management activities to ensure operational readiness, service continuity and effective utilisation of resources.
• Driving a culture of continuous improvement by identifying opportunities to enhance processes, reduce inefficiencies, improve customer outcomes and support business objectives.
• Overseeing operational risk management, business continuity planning and incident management processes, ensuring timely resolution and mitigation of service impacts.
• Providing strategic insights and recommendations to senior leadership regarding operational performance, resource requirements, future demand and service improvement opportunities.
• Collaborating with internal departments and client teams to ensure alignment of operational priorities, successful implementation of change initiatives and achievement of customer satisfaction objectives.

Skills

Leadership

Data analytics

Stakeholder management

Governance & compliance

Operational excellence

Change management

Strategic thinking

Team development

Education

Degree in Business Management

Operational leadership certifications

MBA (optional)

Job description

EXL in Manchester, UK is seeking a Senior Operations Manager to lead the operational delivery of service centre functions, ensuring SLAs, quality and customer experience objectives are met. You will provide strategic leadership to managers across multiple workstreams and ensure alignment with client and regulatory requirements.

You will drive continuous improvement using data analytics, manage workforce planning, and report performance to senior leadership.