Operations Leader: Team Coaching, Compliance & Delivery

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

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.