{"id":2068320,"url":"https://alion.io/job/exl-operations-manager","title":"Operations Manager","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":81,"open_postings":65,"ghost_share":0,"stale_share":0.954,"repost_share":0,"time_to_fill_p50_days":7,"computed_at":"2026-10-10T05:45:15Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, 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utilization to optimize efficiency.\nDrive operational governance through regular reviews and performance reporting.\nTeam LeadershipLead, mentor, and develop Team Leaders, Supervisors, and frontline associates.\nConduct regular coaching sessions and performance reviews.\nBuild a high-performance culture focused on accountability, engagement, and continuous improvement.\nSupport succession planning and talent development initiatives.\nPerformance & Service DeliveryEnsure delivery against customer experience and operational objectives.\nMonitor metrics such as:Service Level (SL)\nAverage Handle Time (AHT)\nCustomer Satisfaction (CSAT)\nNet Promoter Score (NPS)\nQuality Scores\nProductivity & Utilization\nTurnaround Time (TAT)\nAccuracy and Error Rates\n\nIdentify trends and implement corrective actions to improve performance.\nClient & Stakeholder ManagementServe as a key point of contact for internal and external stakeholders.\nPresent operational results, business insights, and improvement initiatives during client reviews.\nBuild strong relationships with clients and cross-functional teams.\nProcess ImprovementDrive Lean, Six Sigma, and Continuous Improvement initiatives.\nIdentify opportunities for automation, process optimization, and cost reduction.\nLead transformation projects aimed at enhancing customer experience and operational efficiency.\nWorkforce & Capacity PlanningCollaborate with Workforce Management teams to ensure optimal staffing and capacity planning.\nManage forecasting, scheduling, shrinkage, and occupancy targets.\nQuality & ComplianceEnsure adherence to company policies, regulatory requirements, and client-specific standards.\nSupport audit readiness and compliance initiatives.\nDrive quality improvement programs to enhance service delivery.\nFinancial ManagementManage operational budgets and cost controls.\nDrive efficiency improvements while maintaining service quality.\nSupport revenue growth and profitability objectives.\na { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }\nOperational Management\nManage daily operations of blended front-office and back-office teams.\nEnsure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.\nMonitor workload distribution and resource utilization to optimize efficiency.\nDrive operational governance through regular reviews and performance reporting.\nTeam LeadershipLead, mentor, and develop Team Leaders, Supervisors, and frontline associates.\nConduct regular coaching sessions and performance reviews.\nBuild a high-performance culture focused on accountability, engagement, and continuous improvement.\nSupport succession planning and talent development initiatives.\nPerformance & Service DeliveryEnsure delivery against customer experience and operational objectives.\nMonitor metrics such as:Service Level (SL)\nAverage Handle Time (AHT)\nCustomer Satisfaction (CSAT)\nNet Promoter Score (NPS)\nQuality Scores\nProductivity & Utilization\nTurnaround Time (TAT)\nAccuracy and Error Rates\n\nIdentify trends and implement corrective actions to improve performance.\nClient & Stakeholder ManagementServe as a key point of contact for internal and external stakeholders.\nPresent operational results, business insights, and improvement initiatives during client reviews.\nBuild strong relationships with clients and cross-functional teams.\nProcess ImprovementDrive Lean, Six Sigma, and Continuous Improvement initiatives.\nIdentify opportunities for automation, process optimization, and cost reduction.\nLead transformation projects aimed at enhancing customer experience and operational efficiency.\nWorkforce & Capacity PlanningCollaborate with Workforce Management teams to ensure optimal staffing and capacity planning.\nManage forecasting, scheduling, shrinkage, and occupancy targets.\nQuality & ComplianceEnsure adherence to company policies, regulatory requirements, and client-specific standards.\nSupport audit readiness and compliance initiatives.\nDrive quality improvement programs to enhance service delivery.\nFinancial ManagementManage operational budgets and cost controls.\nDrive efficiency improvements while maintaining service quality.\nSupport revenue growth and profitability objectives.\nBachelor Degree in relevant field with 3- 6 years of relevant experience","description_format":"text","description_chars":4780,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-08T05:07:24Z"}],"visa":[],"liveness":{"score":53,"band":"ok","label":"Likely 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