Assistant Manger

EXL Talent Acquisition Team; Dadri; On-site; INR 700,000 - 1,200,000; Full time

Job summary

EXL Talent Acquisition Team in Dadri, Uttar Pradesh is seeking an experienced Operations Manager to oversee daily operations and ensure SLAs/KPIs are met. You will lead and mentor Team Leaders, monitor performance, and coordinate with cross-functional teams to drive efficiency and customer satisfaction.

The role focuses on data-driven reviews, escalation handling, and implementing initiatives to improve processes and outcomes for clients in the region.

Responsibilities

• Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Lead, coach, and mentor Team Leaders and support their professional development.
• Monitor productivity, quality, attendance, and adherence to operational standards.
• Analyze operational data and prepare daily, weekly, and monthly performance reports.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
• Handle client escalations and ensure timely resolution of operational issues.
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
• Conduct performance reviews and develop action plans for underperforming teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Support transition activities, process migrations, and new project implementations as required.
• Drive employee engagement, motivation, and retention initiatives.

Job description

• Manage daily operations to ensure service level agreements (SLAs) and key performance indicators (KPIs) are consistently achieved.
• Lead, coach, and mentor Team Leaders and support their professional development.
• Monitor productivity, quality, attendance, and adherence to operational standards.
• Analyze operational data and prepare daily, weekly, and monthly performance reports.
• Identify process improvement opportunities and implement initiatives to enhance efficiency and customer experience.
• Handle client escalations and ensure timely resolution of operational issues.
• Coordinate with Quality, Training, Workforce Management, HR, and other support functions to achieve business goals.
• Conduct performance reviews and develop action plans for underperforming teams.
• Ensure compliance with company policies, client requirements, and data security standards.
• Support transition activities, process migrations, and new project implementations as required.
• Drive employee engagement, motivation, and retention initiatives.