Senior Operations Manager - #2162613

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including 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 60,000 employees spanning six continents. For more information, visit www.exlservice.com.

Role Title: Senior Operations Manager

BU/Segment: Utilities

Location: Manchester, United Kingdom

Employment Type: Permanent

Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.

Summary of the role:

• The Senior Operations Manager is responsible for leading the operational delivery of all service centre functions, ensuring the consistent achievement of service, quality, compliance and customer experience objectives across the organisation.
• This role will provide strategic leadership to operational management teams, including Service Desk Performance Manager, Team Managers and other operational leaders, ensuring the effective delivery of services across smart metering, switching and other customer operations.
• Through close collaboration with Customer, Change and Continuous Improvement, Learning & Development, Quality Assurance and Client stakeholders, you will drive a culture of operational excellence, performance optimisation and continuous improvement, ensuring the service centre remains agile and responsive to changing customer and industry requirements.
• This role is accountable for delivering operational performance against contractual obligations, client expectations and regulatory requirements, while fostering an engaged, high-performing workforce and maintaining a strong focus on customer outcomes.
• The role will also be responsible for providing strategic operational reporting, workforce planning insight and executive-level performance updates, supporting business growth, operational resilience and long-term service delivery success.

As part of your duties, you will be responsible for:

• Leading and overseeing all operational functions within the service centre, ensuring the effective delivery of services, achievement of SLAs and operational excellence across all workstreams.
• Providing leadership and direction to operational management teams, supporting performance management, succession planning, resource optimisation and colleague development.
• Driving operational strategy and performance improvement initiatives through the effective use of data, analytics and customer insight.
• Ensuring operational governance frameworks are maintained, including adherence to regulatory requirements, SEC and REC compliance obligations, cybersecurity standards and internal policies.
• Building and maintaining strong relationships with client stakeholders, acting as a senior escalation point and trusted partner for operational delivery matters.
• Leading workforce planning and capacity management activities to ensure operational readiness, service continuity and effective utilisation of resources.
• Driving a culture of continuous improvement by identifying opportunities to enhance processes, reduce inefficiencies, improve customer outcomes and support business objectives.
• Overseeing operational risk management, business continuity planning and incident management processes, ensuring timely resolution and mitigation of service impacts.
• Providing strategic insights and recommendations to senior leadership regarding operational performance, resource requirements, future demand and service improvement opportunities.
• Collaborating with internal departments and client teams to ensure alignment of operational priorities, successful implementation of change initiatives and achievement of customer satisfaction objectives.

Qualifications and experience we consider to be essential for the role:

• Degree qualification in Business Management, Operations Management or a related discipline; advanced leadership, operational excellence or project management certifications are preferred.
• 10+ years of operational leadership experience, including leadership of managers and large-scale service delivery teams within customer operations, service centres or business process services environments.
• Demonstrable experience managing complex, high-volume operational functions, delivering measurable improvements in service performance, efficiency, customer satisfaction and employee engagement.
• Proven experience of managing client relationships at a senior level and delivering performance against contractual and regulatory obligations.

Skills and Personal attributes we would like to have:

• Exceptional leadership and people management skills, with the ability to inspire, motivate and develop high-performing operational teams.
• Strong commercial and operational acumen, with experience using data analytics and performance metrics to drive strategic decision-making.
• Excellent stakeholder management and communication skills, with the ability to influence at all organisational levels and build trusted client relationships.
• Strong understanding of operational governance, risk management, compliance and service delivery best practices.
• Resilience and adaptability in a fast-paced, performance-driven environment, with a focus on delivering sustainable operational outcomes.
• A customer-focused mindset with a passion for continuous improvement, innovation and service excellence.
• A one-team-oriented approach, fostering collaboration across functions to achieve operational goals and support our client's strategic objectives.

As part of a leading global analytics and digital solutions company, you can look forward to:

• A market competitive package and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).

We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.

To be considered for this role, you must already be eligible to work in the United Kingdom.