Job Description

This leader will establish Business Enablement as a scalable, enterprise-wide capability platform rather than a set of siloed functions. The mandate is to define, deploy, and continuously improve common frameworks, playbooks, governance cadences, and value tracking mechanisms that enable consistent execution and replication of transformation outcomes across the operations portfolio.

The role will directly lead and govern core horizontal CoEs and capabilities, including -

• CoEs - Process Excellence, Transitions, Risk & Controls, Domain Learning Academies
• Delivery Teams - Workforce Management, Operational Analytics, and Quality Excellence

Success will require strong executive influence, cross-BU alignment, disciplined operating rhythm, and the ability to convert capability design into scaled adoption and business outcomes.

Core Responsibilities

• Define the enterprise operating model: Build ideal operating models for each CoE and institutionalize “design once, deploy everywhere” capability models across SGUs, geographies, and client accounts.
• Integrate CoEs into one enablement ecosystem: Lead multiple capability areas through common standards, minimum frameworks, SOPs, checklists, governance structures, and review cadences to avoid fragmentation and duplication.
• Drive standardization and adoption: Create and enforce “One EXL Operations” standards across accounts, including transition playbooks, process excellence methodologies, risk and control templates, quality frameworks, and deployment toolkits.
• Embed analytics in operations: Partner with service delivery team to industrialize forecasting models, exception-based decisioning, control towers, insight layers into BAU operations.
• Build next-gen workforce management: Establish WFM as a predictive, analytics-led capability focused on capacity optimization, utilization improvement, schedule adherence, skill-based staffing, and demand variability management.
• Scale domain capability building: Lead domain learning academies that build future-ready capability pipelines aligned to client needs, emerging skills, AI, analytics, digital operations, time-to-proficiency, productivity lift, and internal talent mobility.
• Institutionalize transition, quality, and risk excellence: Drive speed-to-stability, low-disruption transitions, stronger quality outcomes, audit readiness, control effectiveness, reduced defect leakage, and improved SLA and VOC performance.
• Own value realization governance: Establish an enterprise value realization discipline with KPI trees, benefit tracking, adoption metrics, transformation ROI, and committed-versus-realized value assurance.
• 25+ years of experience across global operations leadership, transformation, CoE leadership, and enterprise enablement.
• Proven track record of automation, analytics, process excellence, and operational transformation into BAU delivery environments.
• Demonstrated experience building enterprise CoEs with strong governance, adoption discipline, and measurable business impact.
• Strong executive presence with the ability to engage C-suite clients, internal operating committees, business unit leaders, and global stakeholders.
• Ability to operate as a horizontal enterprise leader without direct P&L control, influencing through standards, governance, outcomes, and credibility.
• Commercial acumen across RFPs, solutioning, margin management, value articulation, and client-facing differentiation.
• A systems thinker and enterprise integrator—able to connect multiple capability areas into one coherent operating system.
• Ability to convert frameworks into adoption, adoption into measurable outcomes, and outcomes into scalable enterprise advantage.

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com.

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.