This full-time position is accountable for staffing and maintaining the staffing level and performance of the Call Center/Back-Office in a manner that ensures service delivery goals are met. Must be able to effectively interact with all levels of the organization promoting the Call Center accomplishments, needs and goals.
The role involves responding to P&C Insurance RFPs by creating a customized solution that addresses client’s business needs. This will include creating end state design, FTE sizing and deployment, shift planning, migration and implementation plans, utilizing various optimization measures that make EXL’s bid competitive and aligns with clients business needs. This also includes providing pricing related inputs to the pricing team, and exploring means to make the price more attractive to the client.
The role involves aiming for organic growth. Essential function includes managing internal metrics to meet Revenue and Margins goals.
Responsibilities- Responsible and accountable for daily management of process to ensure performance management and metric management.
- Development of performance goals for direct reports
- Interacts frequently with key contacts among the client base
- Coordinate with different EXL teams to ensure success of the process.
- Must possess overall superior communication skills
- Facilitate Weekly, Monthly, Quarterly business reviews.
- Will be called upon to represent the business on behalf of VP as it applies.
Technical Skills
The role requires a good understanding on the BPO industry from a cross-functional perspective, especially operations, financials, and migrations. In addition, a good understanding of pricing and technology is required.
Great working knowledge MS Word - ability to create documents, excel based deployment models, solution presentations and workflow charts in Visio.
Process Specific Skills
Some knowledge of the Insurance preferred.
Soft Skills (Minimum)
Stellar communication skills are essential – the role requires articulating out responses in a manner that makes the overall proposal compelling.
Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand of client needs and finding solutions that help the client.
Education Requirements
Post graduate studies, business management, insurance essentials (preferred)
Must be college graduate.
Work Experience Requirements
3 years of experience as Sr. Manager/AVP/Director or higher.
Should have operations expertise. Experience in P&C Insurance domain preferred.
Management experience in a medium to large size engagement.
Skills Required
- Must be college graduate
- Post graduate studies in business management or insurance essentials
- 3 years of experience as Sr. Manager, AVP, Director or higher
- Operations expertise and management experience in medium to large engagements
- Experience in P&C Insurance domain
- Good understanding of BPO industry across operations, financials, and migrations
- Good understanding of pricing and technology
- Strong proficiency with MS Word, Excel-based deployment models, and Visio for workflow charts
- Stellar communication and client-facing skills
- Ability to develop performance goals and manage metrics to meet revenue and margin targets
Similar Jobs
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
