Senior Manager - Retail Customer Service Operations Role

EXL; Pune District; On-site; INR 3,500,000 - 6,500,000; Full time

Job summary

EXL is seeking a highly skilled and experienced leader to oversee and optimize daily operations, ensuring operational efficiency, improving service delivery, and driving strategic initiatives for our global client operations. The ideal candidate will demonstrate strong leadership, a data-driven mindset, and a track record of managing cross-functional teams in fast-paced environments.

Responsibilities include developing and implementing operational strategies, identifying efficiency

Qualifications

• Bachelor's degree in business administration or Operations Management, MBA preferred.
• 12+ years in customer service operations management or equivalent.
• Proven leadership of large teams in fast-paced environments.
• Strong analytical and problem-solving abilities.
• Excellent communication and organizational skills.

Responsibilities

• Oversee and optimize daily operations to ensure efficiency and service quality.
• Develop and implement operational strategies aligned with company goals.
• Identify opportunities to improve efficiency and productivity.
• Lead, mentor, and manage operations staff and mid-level managers.
• Ensure compliance with regulatory requirements and internal policies.
• Drive budgeting, cost management, and ROI optimization.
• Manage risk and drive continuous improvement initiatives.

Skills

Leadership

Data-driven

Cross-functional

Analytical skills

Communication

Organizational skills

Education

Bachelor's degree in business administration

Operations Management

MBA preferred

Job description

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.

• 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.

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).
• 12+ 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.