EXL | Assistant Manager

Key roles and responsibilities

• Customer Service and Quality Assurance Ensure the team delivers professional, consistent and high-quality customer service.
• Conduct regular team briefings and one-to-one meetings.
• Manage attendance, punctuality, holidays and staff performance.
• Performance Management Monitor individual and team performance against KPIs.
• Track key metrics such as: Average Handling Time (AHT).
• Identify performance gaps and implement improvement plans.
• Provide regular feedback and recognise high performance.
• Monitor calls and review interactions for quality and compliance.
• Handle escalated customer complaints and complex queries.
• Ensure customer issues are resolved promptly and effectively.
• Identify recurring customer concerns and recommend service improvements.
• Identify training needs and organise refresher training.
• Support new employees during onboarding and induction.
• Develop individual performance improvement plans where necessary.
• Identify employees with potential for career progression.
• Monitor call volumes, waiting times and service levels.
• Work closely with workforce management to manage schedules and breaks.
• Respond to unexpected increases in call volumes or staff shortages.
• Ensure daily operations run smoothly and targets are achieved.
• Reporting and Analysis Prepare daily, weekly and monthly performance reports.
• Analyse KPI trends and identify areas for improvement.
• Communicate team results, challenges and achievements to senior management.
• Develop action plans to address underperformance.
• Compliance and Risk Management Ensure advisors follow company policies, procedures and scripts where required.
• Maintain compliance with data protection requirements, including UK GDPR where applicable.

EXL

EXL (ExlService Holdings, Inc.) is a data analytics and digital operations company founded in 1999 and listed on NASDAQ as EXLS. It works with large insurers, banks, healthcare payers and retailers worldwide, combining data, AI and deep industry knowledge to run and transform business operations. Its Indian arm, EXL Service.com (India) Private Limited, was incorporated in 1999, and India is where the bulk of its global delivery work happens.

For finance professionals, EXL hires across finance and accounting operations (record to report, procure to pay, order to cash), financial planning and analysis, financial reporting, audit support, and risk and compliance, alongside its large analytics practice. CA, CMA, ACCA and MBA (Finance) profiles suit these roles across its Noida, Gurugram, Pune, Bengaluru, Chennai and Kochi centres.

• Industry: Data analytics, AI and digital operations (BPM)
• Headquarters: New York, USA (Indian operations headquartered in Noida)
• In India: Delivery centres in Noida, Gurugram, Pune, Bengaluru, Chennai, Hyderabad and Kochi