Communications Manager

ExlService Holdings, Inc.; Philippines; On-site; PHP 334,800 - 502,200; Full time

Job summary

ExlService Holdings, Inc. in the Philippines is looking for a skilled professional to develop and implement annual business plans for the L&A CARE Team. This role involves driving effective processes, ensuring compliance, and continuous improvement of programs based on performance analysis.

The ideal candidate will lead team orientations, address client issues, and validate program effectiveness. Strong communication skills and the ability to collaborate on projects promoting soft skills are essential.

Responsibilities

• Develop and implement annual business plans for the L&A CARE Team.
• Drive the design and development of effective L&A CARE Team processes.
• Communicate clearly and effectively about the L&A CARE Team.
• Analyze and report data on program evaluation to Account owners.

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans.
• Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations.
• Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups.
• Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry.
• Conduct orientation to newly‑promoted team members.
• Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary.
• Ensure process compliance in the implementation of the L&A CARE Team’s Programs.
• Represent L&A accounts in clients’ meetings regarding the L&A CARE Team’s Program.
• Perform other tasks that may be related to the L&A Soft Skills Program.
• Perform other tasks assigned by Account Operations, Training and Quality.
• Validate the effectiveness of the L&A CARE Team’s Programs through continuous performance analysis based on well‑defined measurable targets, allowing growth through proactive solutions.
• Collaborate with L&A CARE Team and Quality Teams to identify job‑related language & communication issues.
• Implement creative projects/activities that will promote better soft skills across the Business Unit.
• Analyze and report data on program evaluation to Account owners.
• Accountable for the performance of trainers by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making.