Job Description: a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }

Operational Management

- Manage daily operations of blended front-office and back-office teams.
- Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.
- Monitor workload distribution and resource utilization to optimize efficiency.
- Drive operational governance through regular reviews and performance reporting.

Team Leadership
- Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.
- Conduct regular coaching sessions and performance reviews.
- Build a high-performance culture focused on accountability, engagement, and continuous improvement.
- Support succession planning and talent development initiatives.

Performance & Service Delivery
- Ensure delivery against customer experience and operational objectives.
- Monitor metrics such as:
- Service Level (SL)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Quality Scores
- Productivity & Utilization
- Turnaround Time (TAT)
- Accuracy and Error Rates

- Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management
- Serve as a key point of contact for internal and external stakeholders.
- Present operational results, business insights, and improvement initiatives during client reviews.
- Build strong relationships with clients and cross-functional teams.

Process Improvement
- Drive Lean, Six Sigma, and Continuous Improvement initiatives.
- Identify opportunities for automation, process optimization, and cost reduction.
- Lead transformation projects aimed at enhancing customer experience and operational efficiency.





Workforce & Capacity Planning
- Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.
- Manage forecasting, scheduling, shrinkage, and occupancy targets.

Quality & Compliance
- Ensure adherence to company policies, regulatory requirements, and client-specific standards.
- Support audit readiness and compliance initiatives.
- Drive quality improvement programs to enhance service delivery.

Financial Management
- Manage operational budgets and cost controls.
- Drive efficiency improvements while maintaining service quality.
- Support revenue growth and profitability objectives.

Responsibilities: a { text-decoration: none; color: #464feb; } tr th, tr td { border: 1px solid #e6e6e6; } tr th { background-color: #f5f5f5; }

Operational Management

- Manage daily operations of blended front-office and back-office teams.
- Ensure achievement of key performance indicators (KPIs), service levels (SLAs), quality, productivity, and customer satisfaction targets.
- Monitor workload distribution and resource utilization to optimize efficiency.
- Drive operational governance through regular reviews and performance reporting.

Team Leadership
- Lead, mentor, and develop Team Leaders, Supervisors, and frontline associates.
- Conduct regular coaching sessions and performance reviews.
- Build a high-performance culture focused on accountability, engagement, and continuous improvement.




- Support succession planning and talent development initiatives.

Performance & Service Delivery
- Ensure delivery against customer experience and operational objectives.
- Monitor metrics such as:
- Service Level (SL)
- Average Handle Time (AHT)
- Customer Satisfaction (CSAT)
- Net Promoter Score (NPS)
- Quality Scores
- Productivity & Utilization
- Turnaround Time (TAT)
- Accuracy and Error Rates

- Identify trends and implement corrective actions to improve performance.

Client & Stakeholder Management
- Serve as a key point of contact for internal and external stakeholders.
- Present operational results, business insights, and improvement initiatives during client reviews.
- Build solid relationships with clients and cross-functional teams.

Process Improvement
- Drive Lean, Six Sigma, and Continuous Improvement initiatives.
- Identify opportunities for automation, process optimization, and cost reduction.
- Lead transformation projects aimed at enhancing customer experience and operational efficiency.

Workforce & Capacity Planning
- Collaborate with Workforce Management teams to ensure optimal staffing and capacity planning.
- Manage forecasting, scheduling, shrinkage, and occupancy targets.

Quality & Compliance
- Ensure adherence to company policies, regulatory requirements, and client-specific standards.
- Support audit readiness and compliance initiatives.
- Drive quality improvement programs to enhance service delivery.

Financial Management
- Manage operational budgets and cost controls.
- Drive efficiency improvements while maintaining service quality.
- Support revenue growth and profitability objectives.

Qualifications: Bachelor Degree in relevant field with 3- 6 years of relevant experience

📌 Operations Manager (Pune)
🏢 EXL Service
📍 Pune