Assistant Manager for Operations

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 420,000 - 640,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a operations leader to manage day-to-day business operations and ensure client and EXL contractual requirements are met. You will lead a team, coordinate with collectors and onshore managers, and drive efficient collections, adherence to policies, and timely issue resolution.

The role emphasizes coaching, governance, and training design to upskill staff while maintaining information security standards and client confidentiality.

Qualifications

• Experience leading a team and achieving process goals.
• Familiar with information systems and confidentiality policies.
• Ability to coach, provide feedback, and handle escalations.
• Knowledge of internal policies, external regulations, and information security standards.

Responsibilities

• Oversee day-to-day business operations management to meet client and EXL requirements.
• Lead a team of employees to achieve process and organizational goals.
• Interact with collectors, onshore credit managers, support teams, QA and leadership for efficient collections and issue resolution.
• Ensure understanding and use of information system capabilities.
• Maintain client confidentiality and adhere to company policies.
• Provide coaching and feedback to team members to improve performance.
• Handle client feedback and escalations.
• Ensure compliance with internal policies, external regulations and information security standards.
• Participate in reviewing modules and training to design and develop training initiatives and identify training needs for upskilling.
• Manage internal communications and ensure timely responses to queries and ensure timelines are met.
• Conduct calibration sessions and call monitoring.
• Manage team performance to achieve and exceed process goals and foster positive work relationships.

Job description

• Responsible for day-to-day business operations management ensuring both client and EXL contractual requirements are met. Leads a group of employees to achieve process and organizational goals.
• Interacts with collectors, onshore credit managers, support teams, QA, and leadership to ensure efficient collections, compliance, and issue resolution.
• Ensures the team's understanding and use of information system capability and functionality.
• Protects the confidentiality of clients and adheres to company policies regarding confidentiality.
• Provide coaching and feedback to team members to enable them to improve their performance.
• Can handle client feedback and escalations.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level.
• Take part in reviewing / process modules/updates and training initiatives for the purpose of designing and developing training modules and identify training needs for the purpose of upskilling.
• Internal business communications, timely responses to queries and ensuring timelines are met. Making sure that due processes are followed.
• Calibration sessions and call monitoring.
• People Management, managing team performance accordingly to achieve and exceed process goals, helps motivate team members to do better with what they do. Help create a work environment that promotes positive communication and healthy work relationships.