EXL

Senior Executive-Customer Care Non-Voice-Back-End/Non Voice Transaction Processing Complex

EXL  •  Pasay, PH (Onsite)  •  18 days ago
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Job Description

Key Responsibilities: Recruitment Support
  • Liaise with various program hiring teams to identify and address recruitment needs (e.g., BGC requirements, staffing gaps, ramp-ups).
  • Attend calibration sessions and meetings to align on hiring timelines, candidate profiles, and sourcing priorities.
  • Track and report recruitment progress and escalate bottlenecks when necessary.
Coaching Compliance and Quality Monitoring
  • Conduct regular spot checks on coaching sessions to ensure compliance and coaching quality.
  • Review documentation and provide reports on coaching trends and opportunities for improvement.
Engagement Activities
  • Actively participate in the planning, organization, and execution of employee engagement activities.
  • Collaborate with HR and site engagement teams to increase participation and enhance employee experience.
  • Measure and report on engagement metrics and post-event insights.
Pay Disputes Management
  • Oversee the pay dispute process from escalation to resolution.
  • Work closely with Payroll, HR, and Operations to ensure timely investigation and closure of cases.
  • Maintain proper documentation and track all cases for accountability and follow-through.
Creative and Communication Support
  • Develop creative materials including graphics, advertisements, newsletters, and presentations for recruitment, engagement, and attrition-related initiatives.
  • Create visually engaging content for reports, updates, and internal communications.
Client Visit Management
  • Coordinate logistics and act as primary liaison for client visits, ensuring professional representation and smooth execution of all related activities.
Corporate Social Responsibility (CSR)
  • Lead the planning, coordination, and execution of CSR activities within L&A.
  • Partner with site engagement leads and volunteers to support company-wide CSR goals and initiatives.
Attrition Management
  • Conduct exit interviews for resigning employees and document their feedback accurately.
  • Analyze exit interview data to identify key trends, patterns, and root causes of attrition.
  • Prepare summary reports and recommendations for leadership to support retention strategies and continuous improvement efforts.
Qualifications:
  • Strong proficiency in MS Office (Excel, PowerPoint, Outlook); experience with design tools (Canva, PowerPoint, Photoshop) is an advantage.
  • Excellent communication, coordination, and presentation skills.
  • High attention to detail, creativity, and ability to handle multiple priorities in a fast-paced environment.
Key Competencies:
  • Reliability and Accountability – Consistently delivers quality outputs on time with minimal supervision.
  • Flexibility and Adaptability – Thrives in a dynamic environment and manages shifting priorities effectively.
  • Creativity and Innovation – Produces engaging visual content and fresh ideas to enhance engagement and communication.
  • Organization and Planning – Strong ability to manage multiple projects, timelines, and stakeholders.
  • Collaboration and Stakeholder Management – Builds productive working relationships across teams and departments.
  • Communication and Presentation Skills – Articulates information clearly and confidently in both written and verbal form.
  • Composure Under Pressure – Maintains professionalism and focus even under tight deadlines and competing demands.
Key Responsibilities: Recruitment Support
  • Liaise with various program hiring teams to identify and address recruitment needs (e.g., BGC requirements, staffing gaps, ramp-ups).
  • Attend calibration sessions and meetings to align on hiring timelines, candidate profiles, and sourcing priorities.
  • Track and report recruitment progress and escalate bottlenecks when necessary.
Coaching Compliance and Quality Monitoring
  • Conduct regular spot checks on coaching sessions to ensure compliance and coaching quality.
  • Review documentation and provide reports on coaching trends and opportunities for improvement.
Engagement Activities
  • Actively participate in the planning, organization, and execution of employee engagement activities.
  • Collaborate with HR and site engagement teams to increase participation and enhance employee experience.
  • Measure and report on engagement metrics and post-event insights.
Pay Disputes Management
  • Oversee the pay dispute process from escalation to resolution.
  • Work closely with Payroll, HR, and Operations to ensure timely investigation and closure of cases.
  • Maintain proper documentation and track all cases for accountability and follow-through.
Creative and Communication Support
  • Develop creative materials including graphics, advertisements, newsletters, and presentations for recruitment, engagement, and attrition-related initiatives.
  • Create visually engaging content for reports, updates, and internal communications.
Client Visit Management
  • Coordinate logistics and act as primary liaison for client visits, ensuring professional representation and smooth execution of all related activities.
Corporate Social Responsibility (CSR)
  • Lead the planning, coordination, and execution of CSR activities within L&A.
  • Partner with site engagement leads and volunteers to support company-wide CSR goals and initiatives.
Attrition Management
  • Conduct exit interviews for resigning employees and document their feedback accurately.
  • Analyze exit interview data to identify key trends, patterns, and root causes of attrition.
  • Prepare summary reports and recommendations for leadership to support retention strategies and continuous improvement efforts.
Qualifications:
  • Strong proficiency in MS Office (Excel, PowerPoint, Outlook); experience with design tools (Canva, PowerPoint, Photoshop) is an advantage.
  • Excellent communication, coordination, and presentation skills.
  • High attention to detail, creativity, and ability to handle multiple priorities in a fast-paced environment.
Key Competencies:
  • Reliability and Accountability – Consistently delivers quality outputs on time with minimal supervision.
  • Flexibility and Adaptability – Thrives in a dynamic environment and manages shifting priorities effectively.
  • Creativity and Innovation – Produces engaging visual content and fresh ideas to enhance engagement and communication.
  • Organization and Planning – Strong ability to manage multiple projects, timelines, and stakeholders.
  • Collaboration and Stakeholder Management – Builds productive working relationships across teams and departments.
  • Communication and Presentation Skills – Articulates information clearly and confidently in both written and verbal form.
  • Composure Under Pressure – Maintains professionalism and focus even under tight deadlines and competing demands.
Eligibility Criteria:
  • Open to A1 to A2 band regular employees of EXL
  • Must have no active disciplinary actions
  • Must have maintained at least 95% attendance over the past three (3) months.
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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