Operational Leadership
- Own end-to-end delivery of back-office operations across multiple processes/functions
- Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements
- Drive operational stability, risk mitigation, and issue resolution
- Lead capacity planning, workforce optimization, and productivity improvement initiatives
Process Excellence & Transformation
- Identify opportunities for process re-engineering, automation, and digitization
- Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost and errors
- Partner with technology, analytics, and transformation teams to scale solutions
- Deliver measurable benefits such as FTE savings, cycle time reduction, and defect reduction
Stakeholder & Client Management
- Act as the primary escalation point for senior internal and external stakeholders
- Present performance insights, risks, and improvement plans to leadership and clients
- Translate business requirements into operational execution plans
- Build strong cross‑functional partnerships (IT, Risk, Compliance, HR, Finance)
People & Capability Management
- Lead, coach, and develop senior managers and operations leaders
- Build high‑performing, customer‑centric teams with strong governance and accountability
- Drive engagement, talent development, succession planning, and attrition management
- Foster a culture of ownership, discipline, and continuous improvement
Governance, Risk & Compliance
- Ensure compliance with regulatory, audit, and internal control requirements
- Own operational risk management, including incident management and remediation
- Support internal/external audits and implement corrective actions
- Ensure data privacy, information security, and business continuity adherence
Key Metrics & Outcomes
- SLA and KPI achievement (Productivity, Quality, TAT, Accuracy)
- Cost optimization and efficiency gains (FTE savings, automation benefits)
- Reduction in customer complaints, rework, and operational risk events
- Employee engagement, leadership strength, and talent retention
- Successful delivery of transformation and change initiatives
Develop & implement business plans in alignment with partnership strategies, business goals, & market trends that supports company's growth & expansion objectives.
Anchor communication & collaboration between internal teams & external partners to ensure alignment & successful execution of partnership initiatives.
Measure the success of partnerships by periodically reporting to the senior management on partnership performance, challenges, & opportunities.
Lead successful execution of partnership contracts & agreements ensuring compliance with company's policy & compliance.
Identify & mitigate risks associated with onboarding, content, & contracts by ensuring compliance with Legal, ISG, Finance & Marketing groups.
Keep abreast with market trends & developments to identify new opportunities & risks, & use the insights to readjust partnership goals.
Graduate
Skills Required
- Graduate
- Experience owning end-to-end back-office operations and SLA/KPI management
- Experience leading Lean and Six Sigma continuous improvement initiatives
- Experience with process automation, digitization, and partnering with technology/analytics teams
- Experience in governance, risk, compliance, and audit support
- Stakeholder and client management, including presenting to senior leadership and escalation handling
- People leadership experience: coaching senior managers, succession planning, and talent retention
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.
