Operations Manager at EXL — Pune | MNCNaukri

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Operations Manager at EXL — Pune | MNCNaukri

Responsibilities

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Operational Management

Manage daily operations of blended front-office and back-office teams.

Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.

Monitor workload distribution and resource utilization to optimize efficiency.

Drive operational governance through regular reviews and performance reporting.

Team Leadership

Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.

Conduct regular coaching sessions and performance reviews.

Build a high-performance culture focused on accountability, engagement, and continuous improvement.

Support succession planning and talent development initiatives.

Performance & Service Delivery

Ensure delivery against customer experience and operational objectives.

Monitor metrics such as:

Service Level (SL)

Average Handle Time (AHT)

Customer Satisfaction (CSAT)

Net Promoter Score (NPS)

Quality Scores

Productivity & Utilization

Turnaround Time (TAT)

Accuracy and Error Rates

Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management

Serve as a key point of contact for internal and external stakeholders.

Present operational results, business insights, and improvement initiatives during client reviews.

Build strong relationships with clients and cross-functional teams.

Process Improvement

Drive Lean, Six Sigma, and Continuous Improvement initiatives.

Identify opportunities for automation, process optimization, and cost reduction.

Lead transformation projects aimed at enhancing customer experience and operational efficiency.

Workforce & Capacity Planning

Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.

Manage forecasting, scheduling, shrinkage, and occupancy targets.

Quality & Compliance

Ensure adherence to company policies, regulatory requirements, and client-specific standards.

Support audit readiness and compliance initiatives.

Drive quality improvement programs to enhance service delivery.

Financial Management

Manage operational budgets and cost controls.

Drive efficiency improvements while maintaining service quality.

Support revenue growth and profitability objectives.