EXL

Area Manager-Back-End/ Data Entry -Complex Transaction Processing

EXL  •  Noida, IN (Onsite)  •  4 months ago
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Job Description

Looking for a Manager Ops, who should be able to drive:

  1. Employee Satisfaction , people development and morale
  2. Attrition within target levels.
  3. Improvement in quality and productivity.
  4. Process performance – as per KPIs over the month.
  5. Customer Satisfaction.

Responsibilities:

  1. Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them.
  2. Documented monthly performance review of Agents and Assistant Managers.
  3. Execute quarterly and annual appraisals of Agents and Assistant Managers and consequent development processes effectively. Appraisal of Agents based on evaluation of metrics performance and of non-metrics based parameters. Mentor Agents and AM
  4. Drive reward and recognition activity on the floor. Get participation and create enthusiasm.
  5. Drive process improvement activity on the floor using process excellence methodology. Be the champion for improvement on the floor. Identify areas for improvement, scope projects and involve relevant others. Create enthusiasm for the process.
  6. Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
  7. Stay in touch with the Client at the Process Owner level on a daily basis to review progress.
  8. Ensure compliance with internal policies and procedures, external regulations and information security standards.

Values & Behaviour

  • Strong people management and leadership skills.
  • Capability to conduct an appraisal discussion and assess different levels of performance and potential.
  • Capability to communicate with large teams.
  • Process Excellence Methodology.
  • Appreciation of the domain needs of the process and its key drivers.
  • Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
    Good networking capability and Client facing skills.

Any Graduate

10+ years of experience with 4+ years in managing teams

Should have handled a span of 40+

Efficient and have knowledge on automation (RPA/Gen AI)

EXL

About EXL

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.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
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