- Own end-to-end availability, performance, security and resilience across service desk, end-user computing, systems, network, voice and site-specific platforms, delivering agreed SLAs and measurable improvements in user and client experience.
- Lead technology operations governance, capacity planning, major incident and problem management, business continuity and disaster recovery, with a focus on reducing recurring incidents and improving recovery readiness.
- Identify and prioritise business and operational AI use cases by assessing value, feasibility, data readiness, security, model risk, change impact and adoption requirements.
- Partner with Enterprise Architecture, Data, AI/Analytics, Engineering, Information Security, Legal, Risk and business teams to develop, pilot, implement and scale AI capabilities with responsible-AI governance and measurable benefits.
- Own technology budgets, forecasts, investment priorities and business cases; drive productivity, automation, cost optimisation and value realisation.
- Lead workforce and succession planning, organisation design, capability development and resource allocation to meet current and future service needs.
- Own operational risk and control management, including control design and testing, audit evidence, timely closure of findings and sustained compliance with client and enterprise requirements.
- Maintain leadership dashboards with accurate KPIs, KRIs, trends and actions covering service availability, SLA attainment, recurring incidents, capacity, security, audit closure, AI adoption, user experience, financial performance and transformation value.
- Lead client and internal governance forums, communicate performance, investment priorities and risks clearly, and ensure decisions and actions are followed through.
- Build, coach and retain high-performing teams while fostering collaboration, accountability, inclusion, continuous learning and shared success.
- Manage strategic partners and vendors, including service quality, contractual and commercial performance, innovation and alignment with enterprise priorities.
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
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.
