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Operations Manager

EXL • Bachelor's Degree • 2 days ago

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Salary

≈ $13k – $26k per year (Estimated)

Location

In office (Pune)

Seniority

Middle · 3+ years exp

Confirmed on the employer's own hiring board on Oct 9, 2026. First seen by Alion on Oct 7, 2026. EXL scores B on the Alion truth index.

Overview

Company

Impact

Profile match

EXL

EXL, legally ExlService Holdings, is a data analytics, AI and digital operations company headquartered in New York that runs outsourced business processes and builds data and AI solutions for insurers, healthcare organisations, banks, media and retail companies. Founded in 1999 and listed on Nasdaq, it has more than 60,000 employees across six continents, with large delivery centers in Noida, Gurgaon, Pune, Bengaluru and Chennai and a newer AI hub in Dublin. It hires data scientists and data engineers, GenAI and MLOps engineers, analytics managers, solution consultants and client partners, plus talent acquisition, finance and medical coding staff.

exlservice.com • HQ: New York, United States • AI Consulting & Integration • Analytics & BI Consulting • Business Process Outsourcing (BPO) • 5000+ employees • Est. 1999

Tech stack of EXL

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Operational Management

Manage daily operations of blended front-office and back-office teams.
Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.
Monitor workload distribution and resource utilization to optimize efficiency.
Drive operational governance through regular reviews and performance reporting.

Team Leadership

Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.
Conduct regular coaching sessions and performance reviews.
Build a high-performance culture focused on accountability, engagement, and continuous improvement.
Support succession planning and talent development initiatives.

Performance & Service Delivery

Ensure delivery against customer experience and operational objectives.
Monitor metrics such as:
- Service Level (SL)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Quality Scores
- Productivity & Utilization
- Turnaround Time (TAT)
- Accuracy and Error Rates
Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management

Serve as a key point of contact for internal and external stakeholders.
Present operational results, business insights, and improvement initiatives during client reviews.
Build strong relationships with clients and cross-functional teams.

Process Improvement

Drive Lean, Six Sigma, and Continuous Improvement initiatives.
Identify opportunities for automation, process optimization, and cost reduction.
Lead transformation projects aimed at enhancing customer experience and operational efficiency.

Workforce & Capacity Planning

Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.
Manage forecasting, scheduling, shrinkage, and occupancy targets.

Quality & Compliance

Ensure adherence to company policies, regulatory requirements, and client-specific standards.
Support audit readiness and compliance initiatives.
Drive quality improvement programs to enhance service delivery.

Financial Management

Manage operational budgets and cost controls.
Drive efficiency improvements while maintaining service quality.
Support revenue growth and profitability objectives.