Digital Workplace - Senior Operations Manager-Technology

Essential Functions

• Client Portfolio Management – End of End owner of key accounts from IT Operations perspective
• IT Service Management and Delivery - Lead Operational Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Operations Reviews and also on new business growth calls with client / internal stakeholders.
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Driving Effectiveness of Compliance & Information Security as part of Operations of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Skills Technical Skills

• Good understanding of Networking, Systems, Voice and business applications.
• An industry recognized certification like ITIL / ITSM is an advantage.
• Understanding of Project management methodology

Process Specific Skills

• Ability to interface and communicate at all levels within EXL and Client organizations.
• Understanding of Enterprise Business Processes, IT Process, Operations is vital.
• Working knowledge of  MS office, MS Project and Visio.

Soft skills (Desired)

• Good presentation and interpersonal skills.
• Excellent problem solving skills in a cross functional environment
• Client stakeholder management  

Soft Skills (Minimum)

• Strong verbal and written communication skills
• Strong customer service orientation ability to connect with global customers and work with Global teams.
• Good listening and consultative skills.

Graduate or above. Masters degeree is a plus. 12 - 14 Years of relevant industry experience

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.