Job Description

Job Category: Operations
:
The Operations Manager oversees the operational effectiveness of the recruitment department. This role ensures smooth execution of recruitment processes, adherence to timelines, and alignment with organizational hiring goals. The Operations Manager drives process improvement, manages resources, coordinates cross-functional activities, and supports the team in delivering high-quality outcomes while maintaining compliance and operational efficiency.
Responsibilities:
Team Management & Development:

• Lead and manage recruitment teams, ensuring quality and productivity targets are met.
• Mentor Agents and Team Leads; conduct quarterly and annual appraisals.
• Develop and implement strategies to improve employee satisfaction and reduce attrition.
• Drive reward, recognition, and process improvement initiatives on the floor.

Operational Oversight:

• Oversee daily operational processes and ensure adherence to service level agreements (SLAs).
• Track and review KPIs; recommend improvements to performance.
• Maintain compliance with internal policies, external regulations, and information security standards.
• Participate in ideation workshops to share and implement process improvement ideas.

Data Management & Reporting:

• Collect, maintain, and present operational performance metrics for internal stakeholders and external clients.
• Analyze operational data to derive actionable insights and support management decisions.
• Prepare daily, weekly, monthly, and quarterly dashboards; ensure accuracy and compliance.
• Audit operational reports, identify gaps, and implement corrective actions.
• Develop automated reporting processes to enhance efficiency.

Other Responsibilities:

• Acquire expertise on documents from over 200 countries (ID/DL/Passport/Visa, etc.).
• Identify fraudulent or forged documents and ensure accurate CRM data entry.
• Adapt to learn new processes, document types, and skills.
• Ensure adherence to process guidelines, quality standards, and company policies.
• Flexible to work in a 24/7 environment when required.

Qualifications:
Education Requirements:

• Grade 12 / Graduation (any stream) or Diploma

Work Experience Requirements:

• Minimum 5 years in Business Process Off-shoring with at least 3 years in a supervisory role.

Competencies & Skills:

• Proven operational management and people leadership experience.
• Ability to conduct appraisals and performance discussions.
• Strong communication skills across large, diverse teams.
• Business acumen in BPO/operational environments and understanding of process drivers.
• Client-facing and stakeholder management skills.

Values & Behavior:

• Output-driven, resilient, determined, and persistent.
• Customer service and quality-oriented.
• People and performance-focused.

Key Performance Indicators (KPIs):

• Operational management effectiveness.
• Team performance and development.
• Adherence to SLAs and quality standards.
• Process improvement and automation.
• Employee satisfaction and low attrition levels.

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets
About Us:
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 .
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.
About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.

Skills Required