Job Description

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• Knowledge of Cloud Technologies such as AWS, Azure, or Google Cloud; understanding cloud migration, hosting, and service models (IaaS, PaaS, SaaS).
• IT Networking Background: Solid knowledge of foundational IT certifications like A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+), including troubleshooting, networking fundamentals, and hardware/software support.
• Experience with Call Center Platforms such as Avaya and Genesys-both in terms of implementation, troubleshooting, and optimizing performance.
• Preferably hold an industry-recognized certification like ITIL/ITSM.
• Knowledge of Project Management Methodologies.
• ITIL Framework Knowledge: Including Incident Management, Problem Management, Change Management, and Service Management within call center environments.

Process-Specific Skills:

• Ability to interface and communicate effectively at all levels within EXL and client organizations, particularly regarding call center operations and technology.
• Understanding of Enterprise Business Processes, IT Processes, and Service Delivery, with emphasis on Call Center Operations and Call Center Technology Management.
• Working knowledge of MS Office, MS Project, Visio, and call center software platforms such as Avaya, Cisco, Genesys, or Five9
• Ensure that the assigned targets in accordance with SLA are met
• Ensure that the quality of the transactions is in compliance with predefined parameters
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls - both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns
• Any other essential function that may occur from time to time as directed by the Supervisor

Responsibilities:

• Client Portfolio Management - End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Delivery Reviews (MBR / QBR) 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 Service Delivery 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.

• Ability to multi task, prioritize and manage daily work activities
• Proficiency in Cloud Technologies (AWS, Azure, Google Cloud) and understanding of cloud migration, hosting, and service models (IaaS, PaaS, SaaS).
• Solid IT Networking background with foundational certifications like A+ (CompTIA IT Fundamentals) and N+ (CompTIA Network+).
• Experience with Call Center Platforms (Avaya, Genesys) in implementation, troubleshooting, and performance optimization.
• Familiarity with ITIL Framework, including Incident Management, Problem Management, Change Management, and Service Management within call center environments. Working knowledge of MS Office, MS Project, Visio, and call center software platforms (Avaya, Cisco, Genesys, Five9).
• Willingness to work in a 24x7 environment.

Qualifications:
Graduation / Bachelor of Engineering with at least 20+ years of relevant experience. Knowledge / CErtification in Cloud Technologies / Data and AI solutions is desirable
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 55,000 employees spanning six continents. For more information, visit www.exlservice.com.
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.