Senior Engagement Manager driving growth, managing key relationships in Sports & Gaming portfolio. Ensuring delivery excellence and aligning client needs with EXL’s capabilities.
About the role
- Assistant Manager overseeing back-office operations, ensuring accuracy and performance. Collaboratively engaging with teams for process improvements and service excellence.
Responsibilities
- Support daily operational activities by supervising teams, ensuring process accuracy, maintaining service-level performance, and driving continuous improvement.
- Oversee day‑to‑day back-office processes including data processing, documentation, account maintenance, reporting, and transaction validation.
- Ensure high-quality, timely completion of work in accordance with SLAs and compliance guidelines.
- Monitor workflow queues, allocate tasks, and manage workload distribution.
- Implement process improvements to enhance accuracy, efficiency, and productivity.
- Supervise, coach, and mentor team members to achieve performance goals.
- Conduct regular huddles, coaching sessions, and performance reviews.
- Facilitate training for new hires and ongoing skill development for existing staff.
- Promote employee engagement, motivation, and a strong team culture.
- Review and validate transactions, reports, and documentation to ensure accuracy.
- Enforce adherence to company policies, regulatory requirements, and risk controls.
- Identify and escalate operational risks; implement corrective and preventive actions.
- Conduct audits, quality checks, and root‑cause analysis for errors.
- Prepare daily, weekly, and monthly performance reports.
- Track KPIs such as accuracy, productivity, turnaround time, and error rates.
- Present metrics and insights to management as needed.
Requirements
- Bachelor’s degree in Business Administration, Finance, Accounting, or related field (preferred).
- 3–5 years of experience in back-office operations, shared services, insurance, banking, or BPO environment.
- 1–2 years of supervisory or team lead experience preferred.
- Strong leadership, coaching, and people-management skills.
- Excellent analytical and problem-solving abilities.
- High attention to detail and accuracy.
- Proficiency in MS Office tools: Excel, Outlook, Word, and workflow systems.
- Strong communication and stakeholder management skills.
- Ability to manage deadlines and work in a fast-paced environment.
Benefits
- The Assistant Manager – Back Office supports daily operational activities by supervising teams, ensuring process accuracy, maintaining service-level performance, and driving continuous improvement.
- Key Responsibilities
- Operations Management
- Oversee day‑to‑day back-office processes including data processing, documentation, account maintenance, reporting, and transaction validation.
- Ensure high-quality, timely completion of work in accordance with SLAs and compliance guidelines.
- Monitor workflow queues, allocate tasks, and manage workload distribution.
- Implement process improvements to enhance accuracy, efficiency, and productivity.
- Team Leadership & Development
- Supervise, coach, and mentor team members to achieve performance goals.
- Conduct regular huddles, coaching sessions, and performance reviews.
- Facilitate training for new hires and ongoing skill development for existing staff.
- Promote employee engagement, motivation, and a strong team culture.
- Quality Control & Compliance
- Review and validate transactions, reports, and documentation to ensure accuracy.
- Enforce adherence to company policies, regulatory requirements, and risk controls.
- Identify and escalate operational risks; implement corrective and preventive actions.
- Conduct audits, quality checks, and root‑cause analysis for errors.
- Reporting & Data Management
- Prepare daily, weekly, and monthly performance reports.
- Track KPIs such as accuracy, productivity, turnaround time, and error rates.
- Maintain records, dashboards, and operational documentation.
- Present metrics and insights to management as needed.
- Stakeholder Coordination
- Coordinate with cross-functional teams (e.g., front office, IT, compliance, finance).
- Resolve escalations and operational issues promptly and professionally.
- Support managers in executing projects, process updates, and operational transitions.
- Continuous Improvement
- Identify gaps in processes and recommend strategic improvements.
- Support digital transformation, automation initiatives, and SOP optimization.
- Champion best practices and standardization across teams.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Manager leading healthcare quality initiatives through data expertise, analytics, and KPI tracking. Collaborating with cross - functional teams for performance enhancement and quality reporting.
Zoek naar een Omgevingsmanager voor het Metronet project van RET in Rotterdam. Betrokken bij integraal omgevingsmanagement en stakeholdercommunicatie binnen complexe infrastructurele projecten.
Senior Mission Manager at Open Cosmos overseeing complex space missions from conception to launch and operations. Responsible for project delivery, stakeholder management, and team leadership in a hybrid work environment.
Problem Support Manager leading the problem management function for U.S. Customs and Border Protection's Network Operations Center contract. Ensures identification and elimination of root causes impacting network availability.
Manager in Partnership Management at Pearson ensuring compliance with international regulatory frameworks for vocational qualifications and scalable delivery models. Leading regulatory intelligence and stakeholder engagement globally.
Digital Enablement Manager leading digital and AI solutions in legal practice at Allens. Collaborating with teams across the firm to enhance digital capabilities and drive change for legal work.
Performance Manager at Cox Automotive responsible for client retention and maximizing revenue growth across accounts. Managing 100 to 140 accounts in the automotive industry with strategic planning.
Order to Delivery Industrialization Manager managing end - to - end fulfillment processes for Ford Energy. Ensuring seamless execution across supply chain functions with a focus on efficiency and performance.
Manager leading product line performance initiatives aiming for growth and profit in Ford Utilities division. Collaborating across teams and driving strategic actions towards profitability.