Assistant Manager Operations

Role Overview This position involves overseeing people management and team performance in a night-shift operations environment with rotational work schedules. You will be responsible for ensuring delivery of excellent customer service, strong customer outcomes, and managing NPS performance while addressing complex customer inquiries. The role requires close collaboration with on-shore and off-shore teams to maintain high service standards and operational excellence. Key Responsibilities - Lead and manage operational teams to deliver exceptional customer experiences and service quality - Oversee people management functions and monitor team performance metrics for continuous operational excellence - Ensure strict adherence to UK rotational shift schedules including night shifts and weekend coverage requirements - Handle and resolve complex customer queries with focus on quality outcomes and customer satisfaction - Track and improve key performance indicators including CSAT scores and NPS ratings - Facilitate seamless coordination and workflow between on-shore and off-shore team members Required Qualifications - Any graduate degree from a recognized institution - Excellent verbal and written communication skills with ability to articulate clearly - Strong leadership and team management experience in BPO or operations environment - Proven ability to work flexible hours including UK rotational shifts, nights, and weekends - Customer-focused mindset with strong attention to detail and service quality orientation - Preferred experience in international retail or banking process operations Why Join Us EXL is a leading IT services and consulting company offering growth opportunities in a dynamic work environment. You will work with global teams and develop expertise in customer success management while building a rewarding career in operations.

- Team handling and team leadership experience - BPO operations management knowledge - CSAT and NPS monitoring expertise - Operations management background - International BPO experience - Customer service excellence orientation - Non-voice and voice process understanding - KPI tracking and reporting capabilities - Backend operations management - Shrinkage management experience - Net Promoter Score monitoring - KRA and SLA management proficiency