Manage the Operational Delivery , Monitor and analyze operational metrics to identify areas for improvement and to make data-driven decisions, Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
Essential Functions
This position is responsible for Utilities Operations outsourced to EXL. Key responsibilities include:
· Lead and manage Utilities operations outsourced to EXL
· Ensure consistent service delivery in a consultative and solutions-based capacity
· Negotiating and finalizing SLA’s with the Client - contract negotiation
· Establishing a review/ reporting mechanism with the Client
· Should have the ability to pre-empt potential issues and take proactive measures to address them
· Strive for high levels of customer satisfaction. Take responsibility to meet and exceeding client SLAs
· Provide guidance, supervision and review to Utilities operational teams to ensure that job
responsibilities are met and are in line with Client’s and EXL’s goals and objectives
· Develop and manage strong independent relationships with clients at senior positions
· Oversee the continuous improvement of processes and the development of the team with the goal to
achieve best practices and optimal output
· Lead and coach the team to recruit and retain high caliber staff
· Provide coaching, guidance and support, set professional development plans to assist employees to
reach their full potential through the Performance Management process
· Review the progress of attrition action plans and check effectiveness
This job may involve some international travel for client meeting and due-diligence & migration of new
processes. Hence, the candidate must possess a valid passport.
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. interact with clients and process owner on a regular basis to review progress, recommend action plan and suggest improvement
Graduate 15+ Years
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.
