Hybrid Senior Executive – Customer Care, Non-Voice, Back-End/Transaction Processing

at EXL

• Job title: Senior Executive – Customer Care, Non-Voice, Back-End/Transaction Processing
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Philippines

About the role

• Recruitment and Engagement Support at EXL aligning recruitment, employee engagement, and CSR initiatives. Responsible for hiring coordination, coaching compliance, and attrition management.

Responsibilities

• Liaise with various program hiring teams to identify and address recruitment needs (e.g., BGC requirements, staffing gaps, ramp-ups).
• Attend calibration sessions and meetings to align on hiring timelines, candidate profiles, and sourcing priorities.
• Track and report recruitment progress and escalate bottlenecks when necessary.
• Conduct regular spot checks on coaching sessions to ensure compliance and coaching quality.
• Review documentation and provide reports on coaching trends and opportunities for improvement.
• Actively participate in the planning, organization, and execution of employee engagement activities.
• Collaborate with HR and site engagement teams to increase participation and enhance employee experience.
• Oversee the pay dispute process from escalation to resolution.
• Work closely with Payroll, HR, and Operations to ensure timely investigation and closure of cases.
• Develop creative materials including graphics, advertisements, newsletters, and presentations for recruitment, engagement, and attrition-related initiatives.
• Coordinate logistics and act as primary liaison for client visits, ensuring professional representation and smooth execution of all related activities.
• Lead the planning, coordination, and execution of CSR activities within L&A.
• Conduct exit interviews for resigning employees and document their feedback accurately.
• Analyze exit interview data to identify key trends, patterns, and root causes of attrition.
• Prepare summary reports and recommendations for leadership to support retention strategies and continuous improvement efforts.

Requirements

• Strong proficiency in MS Office (Excel, PowerPoint, Outlook); experience with design tools (Canva, PowerPoint, Photoshop) is an advantage.
• Excellent communication, coordination, and presentation skills.
• High attention to detail, creativity, and ability to handle multiple priorities in a fast-paced environment.

Benefits

• Open to **A1 to A2 band regular employees** of **EXL**.
• Must have **no active disciplinary actions**.
• Must have maintained at least **95% attendance** over the past three (3) months.