Manager/ Senior Manager - Customer Service Operations

EXL; Pune District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

EXL is seeking a highly experienced operations leader in India to oversee daily operations and optimize service delivery. The role emphasizes data-driven decision making, cross-functional leadership, and driving strategic initiatives across a large organization.

The successful candidate will manage budgets, ensure regulatory compliance, and implement process improvements while aligning with ambitious company goals and a UK shift work window.

Qualifications

• Bachelor's degree in business administration, operations management, or related field.
• 10+ years of experience in customer service operations management.
• Proven track record of managing large teams and driving operational excellence.
• Strong analytical and problem-solving skills.
• Excellent communication, leadership, and organizational abilities.

Responsibilities

• Develop and implement operational strategies aligned with company goals.
• Identify opportunities to improve operational efficiency and productivity.
• Lead, mentor, and manage operations staff and mid-level managers.
• Foster a culture of accountability, continuous improvement, and excellence.
• Analyze workflows, identify bottlenecks, and implement process enhancements.
• Use data and metrics to evaluate performance and implement corrective actions.
• Develop and manage budgets, forecasts, and cost-control initiatives.
• Collaborate with finance to monitor expenses and maximize ROI.
• Ensure compliance with regulatory requirements and company policies.
• Identify operational risks and develop mitigation plans.

Skills

Leadership

Data-driven

Cross-functional teams

Analytical thinking

Problem solving

Communication

Organizational skills

Education

Bachelor's degree in Business Admin/Operations

MBA preferred

Job description

Role & responsibilities

We are seeking highly skilled and experienced leader to oversee and optimize the daily operations. This role is crucial for ensuring operational efficiency, improving service delivery, and driving strategic initiatives. The ideal candidate will have strong leadership capabilities, a data-driven mindset, and a track record of managing cross-functional teams in a fast-paced environment.

Operational Strategy & Execution:

• Develop and implement operational strategies aligned with company goals.
• Identify opportunities to improve operational efficiency and productivity.

Team Leadership & Development:

• Lead, mentor, and manage operations staff and mid-level managers.
• Foster a culture of accountability, continuous improvement, and excellence.

Process Improvement:

• Analyze workflows, identify bottlenecks, and implement process enhancements.
• Use data and metrics to evaluate performance and implement corrective actions.

Budgeting & Cost Management:

• Develop and manage budgets, forecasts, and cost-control initiatives.
• Collaborate with finance to monitor expenses and maximize ROI.

Compliance & Risk Management:

• Ensure compliance with regulatory requirements and company policies.
• Identify operational risks and develop mitigation plans.

Work Window: UK Shift

Preferred candidate profile

• Bachelor's degree in business administration, Operations Management, or a related field (MBA preferred).
• 10+ years of experience into customer service operations management role.
• Proven track record of managing large teams and driving operational excellence.
• Strong analytical and problem-solving skills.
• Excellent communication, leadership, and organizational abilities.