{"id":3194575,"url":"https://alion.io/job/exl-assistant-manager-partner-operations-operations-smne","title":"Assistant Manager-Partner Operations-Operations - SMNE","company":{"id":38016,"name":"EXL","domain":"exlservice.com","url":"https://alion.io/company/exl","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"B","score":80,"open_postings":269,"ghost_share":0,"stale_share":0.996,"repost_share":0.004,"time_to_fill_p50_days":15,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Sales","role_family":"Sales","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Quezon City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-07-09T13:19:51Z","employer_posted_date":"2026-07-09","last_verified_at":"2026-10-29T14:13:53Z","board_verified":true,"closed_at":null,"days_open":112,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":111},"description":"Basic Function:\nManage team handling Inbound Calls for policy servicing & updating client system with changes required for multiple insurance policies.\nSupport client’s strategy by driving service excellence through effective management of an inbound customer contact centre team, across multiple brands and products\n Essential Functions:\nManage teams and ensure Service Level and quality targets are met\nCollaborate with client’s Partnering Performance team to relentlessly deliver solutions that will serve evolving customer needs and drive an exceptional customer service culture\nMonitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements\nMonitor team performance and display a clear level of understanding of all performance reporting\nAssist new hires such that they are productive on the floor in the shortest possible time frame\nProvide coaching and feedback to team members to enable them to improve their performance\nProvide inputs on process and system to the team members\nManage the team’s adherence to rostered schedules through real time monitoring\nAbility to manage difficult conversations, irate customers and escalations\nClient interaction, where required at the level of supervisors\nEffectively manage queue and balancing of work loads\nMotivate team members, manage absenteeism and attrition by building a resilient, engaged team, with a culture of innovation and continuous improvement\nLeads and advocates change when necessary, supporting positive outcomes from change, including supporting the team through change\n Skills:\nKnowledge of the function, process and systems\nAttention to detail while reviewing tasks/instructions, preparing monthly reports, reviewing process performance etc.\nTeam management, Coaching and feedback ability\nExcellent written and verbal communication \nKnowledge of the Insurance industry\nExcellent comprehension skills - read and interpret business requirements\nWorking knowledge of MS Office - MS Excel, Power Point, Word Doc, Outlook\nPlanning skills - ability to prioritize tasks and deliver per deadlines\nAdherence to EXL and client policies, code of conduct\nEfficient with Time management\nEducation Requirements:\nGraduate with at least fifteen (15) years of education in any discipline\nWork Experience Requirements:\nMinimum 2-years’ experience in Leadership role in BPO voice operations; 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