EXL—Lead Assistant Manager

Job description

Description: • Oversee delivery across multiple teams / workstreams and ensure consistent adherence to SLAs and operational controls. • Coach and support Assistant Managers / SMEs in performance management, escalation handling and governance routines. • Analyze process-level productivity, quality, TAT and staffing trends to identify risks and improvement opportunities. • Coordinate with internal stakeholders for training, quality, technology, workflow, staffing and issue resolution. • Drive cross-training, capacity planning support, SOP adoption and best-practice standardization across teams. • Own complex escalations, recurring issues and root-cause driven corrective action tracking. • Prepare and present operational updates, highlights, risks and action plans to Manager / leadership. • Support client/internal governance by ensuring timely, accurate and professional communication. Requirements: Bachelor Degree in relevant field with 4 - 6 years of relevant experience Responsibilities: Employee Recognition Programs: Creating and managing programs that recognize and reward employee achievements and contributions. Team Building Activities: Organizing activities that promote teamwork, collaboration, and a sense of community among employees. Collaboration: Working closely with leaders from various client areas, HR, and support groups to ensure engagement strategies are effectively implemented and supported.