A performance-focused and operationally strong professional with demonstrated experience in overseeing day-to-day workflow management, quality assurance, and team performance optimization. Brings a structured approach to operations management, ensuring adherence to SLAs, compliance standards, and organisational policies while consistently driving productivity and service excellence.
Proven ability to supervise and support team members through active coaching, real-time floor support, and constructive performance feedback. Skilled in identifying performance gaps through data analysis, audits, and KPI monitoring, and implementing corrective action plans to improve key metrics such as resolution rate, quality scores, turnaround time, and customer satisfaction.
Experienced in handling escalations, stakeholder communication to ensure seamless service delivery. Demonstrates strong decision-making capability under pressure, with the ability to balance operational priorities and resource allocation effectively.
Actively contributes to process improvement initiatives by identifying inefficiencies, recommending workflow enhancements, and supporting change management implementation. Recognised for reliability, ownership mindset, and the ability to drive team engagement while maintaining a high-performance culture aligned with organisational objectives.
1. Operational Management
Oversee daily operations to ensure adherence to SLAs, KPIs, and compliance standards.
Monitor workflow distribution, productivity, and queue management to maintain service levels.
Ensure optimal resource allocation and shift planning to meet business requirements.
2. Team Supervision & People Management
Provide real-time floor support, guidance, and coaching to team members.
Conduct regular performance reviews, one-on-one sessions, and feedback discussions.
Identify training needs and coordinate skill enhancement initiatives.
Drive team engagement, motivation, and accountability.
3. Quality Assurance & Performance Monitoring
Review audits, quality scores, and performance dashboards to identify gaps.
Analyse key metrics (e.g., resolution rate, CSAT, productivity).
Implement corrective and preventive action plans to improve performance outcomes.
4. Escalation & Stakeholder Management
Act as the first point of escalation for operational or customer-related issues.
Provide timely updates and reports to senior leadership on performance and risks.
5. Process Improvement & Compliance
Identify process inefficiencies and recommend workflow enhancements.
Ensure adherence to company policies, audit requirements, and regulatory standards.
Support implementation of new processes, tools, or system updates.
Bachelor’s Degree in any discipline from a recognised university
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.
