Senior Manager at EXL South Africa

Job Description

• Heads a team of WFM/MIS Supervisors and/or MIS Analysts to support Operations

Essential Duties & Responsibilities:

• Responsible for MIS & WFM Reporting & Service Delivery to Internal & External Customers Manages a MIS team for 3 to 5 clients.
• Effectively leads and mentor the team to support Ops.
• Directly manages MIS processes, Client KPIs and Financial performance in a multi-site, multi-platform.
• Should be well equipped with all WFM related aspects, forecasting, capacity planning. Serves as a checkpoint and reviewer of MIS processes, practices and output.
• Takes ownership, engages with Ops team and drives improvement/resolution by developing plans, processes, recommending solutions/strategies and ensuring execution.
• Ensures the business targets in-terms of KPI/SLA are met along with the financials goals
• Develop processes, scorecards and performance plans for effective team management.
• Key Metrics and Scorecard: KPI/SLA Scorecard Ops Feedback Supervisor Feedback

Job Specifications (Qualifications, Skills and Experience)

• Minimum Work Experience: 6 years in Workforce Management in a multi-site, multi-client, BPO environment. 2 years as Manager handling multiple programs of various sizes and complexities.
• Skills Requirements: Strong sense of personal stake and urgency in day to day management.
• Ability to forge positive, objective relationships with Operations and Support teams. Adapt, thrive and multitask in a demanding workplace while managing conflicting and shifting priorities.
• Ability to foresee, dissect and fix problems using data-driven approach and common sense.
• Appetite for challenges; driving projects, improvement opportunities, maturity models etc. 
• Effectiveness in presenting to and persuading different levels in the organization. 
• Experience in creating compelling analysis, reports for clients, internal reviews. 
• Must demonstrate thorough, swift and decisive approach to problem solving.
• Must be diplomatic, resilient, positive and enterprising in resolving conflicts and disagreements.
• Proficiency in basic arithmetic and statistical concepts and strong logical ability desired.
• Must be tactically involved and hands on where needed.
• Ability to motivate, retain and attract talent.
• Flexible with extending shifts when needed

Responsibilities

• Lead, coach, and develop a team of MIS/WFM Supervisors and Analysts supporting multiple clients and sites.
• Drive end-to-end delivery of MIS and WFM reporting, ensuring accuracy, timeliness, and data integrity.
• Oversee forecasting, capacity planning, scheduling, and real-time management to optimize resource utilization.
• Partner with Operations and Client stakeholders to ensure KPIs, SLAs, and business targets are consistently achieved.
• Review and validate all MIS outputs, dashboards, and reports before submission to internal and external customers.
• Monitor financial performance, identify improvement opportunities, and implement data-driven solutions to achieve efficiency and cost targets.
• Develop, standardize, and implement reporting processes, scorecards, and performance management frameworks.
• Drive continuous improvement initiatives through process reengineering, automation, and performance analytics.
• Serve as a key liaison between Operations, Clients, and Senior Management for reporting insights and strategic discussions.
• Ensure compliance with data governance, security, and confidentiality standards across all MIS and WFM activities.
• Motivate, retain, and grow team talent through effective performance management, feedback, and career development initiatives.
• Maintain flexibility in managing shifting priorities, business demands, and extended support requirements when needed.

Qualifications

• Any Graduate 
• Experience (In Years)3-6