AssistantManager

EXL; Pasay; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

EXL is seeking an Assistant Manager in the Philippines to oversee day-to-day operations of Sales & Service accounts, driving performance, quality and customer experience. You will coach team managers, manage staffing and compliance, and partner with support functions to meet client requirements.

The role emphasizes process improvements and leadership, with a focus on engagement across internal teams and external clients.

Qualifications

• Minimum 3-5 years of leadership experience in BPO/customer service ecosystems.
• Proven track record in managing KPI-driven operations and coaching teams to targets.

Responsibilities

• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.

Skills

People leadership

KPI management

Coaching

Stakeholder management

Job description

Job Description:

The Assistant Manager will oversee the day-to-day operations of the Sales & Service account, ensuring delivery of key business metrics related to service levels, quality, productivity, customer experience, compliance, and employee engagement. The role involves leading team managers or associates, driving performance through coaching and development, collaborating with support functions, managing client expectations, and identifying opportunities for operational improvements. The Assistant Manager is expected to foster a high-performance culture while ensuring adherence to company policies, regulatory standards, and client requirements.

Responsibilities

• Analyze operational metrics and implement action plans to address performance gaps.
• Ensure compliance with client requirements, regulatory obligations, and company policies.
• Drive quality improvement initiatives through audits, coaching, and performance reviews.
• Partner with Workforce Management, Training, Quality, HR, and other support teams to meet business objectives.
• Conduct regular performance reviews, feedback sessions, and succession planning activities.
• Manage staffing requirements, schedule adherence, attendance, and workforce utilization.
• Prepare and present business reviews, performance reports, and operational updates to leadership and clients.
• Identify process improvement opportunities and support continuous improvement initiatives.
• Handle escalations effectively and ensure timely resolution of customer and business issues.
• Foster a positive, inclusive, and engagement-focused work environment.both internal team members and external clients, necessitating strong communication skills and a collaborative spirit.

Qualifications

• Minimum 3-5 years of experience in BPO, customer service, sales, insurance, banking, or shared services operations.
• At least 1-2 years of people leadership experience in a Team Leader, Supervisor, SME Lead, or equivalent role.
• Experience managing KPI-driven operations and coaching teams to performance targets.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.

Requirements: