- Develop and implement annual business plans for the L&A CARE Team, which support the unit’s strategic business plans.
- Drive the design, development and implementation of an effective L&A CARE Team and related processes and tools, which proactively address language, culture, industry, and transaction handling needs of Operations.
- Communicate clearly and effectively the L&A CARE Team to both Client and Operations/Support Groups.
- Drive the continuous improvement of the L&A CARE Team’s Programs based on quantitative and qualitative analysis of established goals, the performance results, and best practices in the industry.
- Conduct orientation to newly-promoted team members
- Deals effectively with client complaints and issues by escalating to the appropriate person and by taking the appropriate action when necessary
- Ensure process compliance in the implementation of the L&A CARE Team’s Programs.
- Represent L&A accounts in clients’ meetings regarding the L&A CARE Team’s Program.
- Perform other tasks that may be related to the L&A Soft Skills Program.
- Perform other tasks assigned by Account Operations, Training and Quality.
- Validate the effectiveness of the L&A CARE Team’s Programs through continuous performance analysis based on well-defined measurable targets. Allowing growth through proactive solutions.
- Collaborate with L&A CARE Team and Quality Teams to identify job-related language & communication issues
- Implement creative projects/activities that will promote better soft skills across the Business Unit
- Analyze and report data on program evaluation to Account owners
- Accountable for the performance of trainers by coaching, creating and maintaining development plans, conducting performance appraisals, recommending training and encouraging individual employee participation in decision making
Skills Required
- Develop and implement annual business plans for the team
- Design and implement team processes and tools addressing language, culture, and transaction handling
- Communicate program details clearly to clients and internal operations/support groups
- Conduct orientations and coach trainers; manage trainer performance and development plans
- Analyze quantitative and qualitative performance data and report program evaluation to account owners
- Drive continuous improvement of programs based on goals and performance results
- Manage client complaints and escalate or take action when necessary
- Ensure process compliance in program implementation
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.
