Senior Operations Manager

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. 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 Managers, 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 work streams. 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…