Operations Manager for US Retirement Services

EXL is looking for an experienced Operations Manager to lead our US Retirement Services team. The successful candidate will oversee daily operations, drive process excellence, and ensure the delivery of high-quality service to our US-based clients. This role requires a strong background in retirement services operations, people management, and performance improvement in a fast-paced BPO environment.

Role/ Responsibilities:

• Manage day-to-day operations for the US Retirement Services account, ensuring achievement of client KPIs, SLAs, and quality standards.
• Lead, coach, and develop team leaders and associates to build a high-performing, engaged operations team.
• Partner closely with onshore stakeholders and clients to ensure seamless communication, operational alignment, and process enhancement.
• Identify and implement process improvements to enhance efficie...