21 jobs in EXL Service Philippines, Inc.

Responsibilities :

• Ability to identify inefficient/ineffective processes and develop recommendations to enhance controls and efficiency
• Providing coaching and feedback to team members to enable them to improve their performance
• Provide inputs on process and system to the team
• Manage FINRA-licensed CSRs
• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Management reporting and oversight
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Qualifications :

• 12 years total educational attainment, 2 years College if old curriculum, senior high graduate if new curriculum
• FINRA Series 6 and Series 26 Licensed
• 1 year BPO experience as a People Manager

This role is primarily responsible for managing day-to-day operations of all Engineering Services & Maintenance, ensuring efficient and timely support by identifying and developing vendors to achieve a 99.9% uptime.

· Facilitate and identify potential areas for improvement and articulate the benefits

· Carry out specific testing of all equipment from BCP point of view.

· Identify & screen vendors who can carry out day-to-day maintenance work in all centers, as well as new initiatives undertaken

· Supervise the execution of all new jobs and ensuring timely completion

· Conduct a quality check on the workmanship & materials used by identified vendor

· Prepare the budgets for all maintenance works by conducting a thorough research on available quotations in the market

· Preparing an MIS for all expenses incurred for all maintenance initiatives

· Conduct regular checks and verification to ensure all systems and processes functioning efficiently.

· Make a note of problems and ensure their timely resolution

· Give regular status updates to the AVP / VP Facilities

Qualification :

Mechanical / Electrical Engineer

Experience:

At least 10 years in large commercial, service industry or shipping background.

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 efficiency, accuracy, and customer satisfaction.

Qualifications:

• Completed Bachelor's Degree
• Minimum 2 years BPO experience handling US Retirement Services accounts, with 5+ years in leadership or operations management
• Knowledge of DB and DC plans and related US retirement compliance (ERISA, IRS limits, RMDs, fiduciary responsibilities).
• Hands-on experience in plan administration , including contributions, withdrawals, loans, recordkeeping, vesting, and reconciliation.
• Strong participant support, vendor collaboration, and risk/compliance mindset , including QA practices and documentation discipline.
• Can start by ASAP

What the Candidate Will Do

• Customer account assignments: easy to complex
• Run and format queries using multiple company-specific software/applications to show productivity increase/decrease on customer aging reports
• Create and provide account balance spreadsheets with specialized reporting parameters
• Liaison between assigned customers and internal departments to resolve billing issues and process conflicts
• Discuss invoice discrepancies/errors with billing and operations departments to form corrective action plans
• Ensure all work performed on customer accounts is notated and updated at necessary in financial system(s) for management review
• Account reconciliations
• Utilize EDI systems to assist in researching/resolving customer payment issues

Preferred Qualifications

• 1-2 years related experience in B2B collections
• Excel proficiency - including, but not limited to, pivot tables, lookups, macros, etc.
• Attentive to detail
• Knowledge of basic accounting principles and Freight Payment terminology
• Advanced communication skills
• Understanding of different customer billing types (automated, manual & statement)

As a member of our team, you'll be responsible for volume hiring; procesing of candidates from initial interview upto the Job Offer stage. You will also be responsible for class formation, compliance to requirements follow-up, NEO follow through and others. You will be maintaining trackers and databases as prart of record-keeping and will be interfacing with candidates on all recruitment stages. You will also be working closely with internal stakeholders to ensure 100% class completion and on-time delivery.

• Ability to do volume processing of external candidates

• To communicate effectively for additional information as needed by job

• Perform accurate data keeping or record tracking

• Perform other jobs as needed

College graduate preferred

With high proficiency in the English language

Very good computer skills including ability to use and navigate MS word, MS Excel, browse the internet and others

Job Summary

The role is responsible for monitoring transactions as per process guidelines and driving continuous improvement and process-related initiatives.

Essential Functions

• Monitor transactions as per targets and guidelines.
• Provide coaching and feedback to consultants following audits.
• Prepare quality presentations and reports as per requirement.
• Collecting and analyzing trends and patterns
• Review and analyze quality results to identify development areas.
• Propose action plans based on findings for improvement and assist implementation in collaboration with Operations.
• Assisting Ops-AM in identifying training needs for the agents and process level issues that can help improve performance.
• Assist the process AM’s in identifying the training needs for the agents.
• Conduct/participate in calibration exercises on regular basis.
• Handle incoming calls for process as and when required.
• Participating in team huddles and providing brief on Quality performance in the process
• Brief new agents joining the process and explain how the quality functions operate in the process.
• Co-ordinate all process improvement initiatives

Education Requirements

Undergraduate - With minimum of 2 years of College Education or equivalent work experience

Work Experience Requirements

• Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in an Insurance process/ account

Responsible for managing and reporting compliance for a business vertical for requirements arising out of: Client contracts, 3rd party certifications, regulatory requirements and other management driven requirements through internal policies. Primarily internal interactions.

Responsibilities:

Responsible for coordinating the internal ,external and client driven audits and preparation.

Manage the documentation and control requirements for all level 3 documenta for the vertical

Conduct awareness training on the information security and company policies and procedures.

Qualifications:

College Graduate

Good knowledge in MS office Tools such us Word, powerpoint, Excel, outlook, Visio and form.

Knowledge of quality management methodologies

Internal /External Compliance or audit experience is preferred

About EXL

EXL (NASDAQ: EXLS) is a global data and AI company that helps leading enterprises transform data into actionable insights and measurable business outcomes. Founded in 1999 and headquartered in New York, EXL combines deep domain expertise with advanced analytics and agentic AI to reinvent operations across industries including insurance, healthcare & life sciences, banking & capital markets, and more

.EXL is consistently recognized by leading industry analysts as a leader in data and AI-driven transformation

Role Purpose

This is a senior leadership role responsible for defining the vision, strategy, and governance of Total Rewards across EXL’s ~13,000-employee Philippines organization—one of the company’s most strategic global delivery markets.

The role goes beyond execution, shaping the country’s reward philosophy , influencing talent and cost decisions , and embedding an AI-first, data-driven approach to compensation, benefits, and incentives.

As a trusted advisor to country leadership and a key member of the Philippines HR Leadership Team, the incumbent ensures that EXL’s rewards framework remains:

• Market-competitive
• Internally equitable
• Legally compliant
• Aligned with performance and business affordability while building a future-ready, digitally enabled Rewards function .

Key Responsibilities

1. Reward Strategy & Philosophy

• Define and continuously evolve the Philippines Total Rewards strategy aligned to business growth, affordability, and EXL’s data & AI agenda
• Localize global reward frameworks into a competitive and equitable country-level construct
• Advise leadership on pay positioning, market posture, and reward trade-offs
• Continuously refine reward philosophy as the organization scales

2. Compensation, Benefits & Incentives

• Lead the design and governance of:
• Base pay structures and salary ranges
• Hiring ranges and pay mix strategies
• Own overall benefits strategy , including vendor/broker partnerships and negotiations
• Oversee annual rewards cycles:
• Merit increases
• Promotions
• Market corrections
• Short-term incentives (STI/bonus)
• Long-term incentives (LTI/equity)
• Evaluate effectiveness of pay-for-performance models and incentive plans

3. Market Intelligence & Job Architecture

• Drive participation in leading market surveys (Aon Radford/McLagan, WTW, Mercer)
• Own benchmarking strategy and pay-range governance
• Maintain robust job architecture and leveling frameworks
• Provide data-driven insights and recommendations to senior leadership

4. Governance, Pay Equity & Compliance

• Lead pay equity, gender pay, and DEI-related reward analyses
• Ensure compliance with:
• Philippine labor laws (DOLE requirements)
• 13th-month pay regulations
• Statutory contributions (SSS, PhilHealth, Pag-IBIG)
• Night differential and related policies
• Partner with Legal and Compliance to maintain audit readiness and governance standards

5. Data, AI & Digital Rewards

• Champion an AI-first and analytics-driven Rewards function
• Leverage technology platforms such as:
• Oracle Fusion
• Power BI / Tableau
• Python / VBA
• Generative AI tools
• Develop dashboards, predictive models, and scenario planning capabilities
• Drive automation and digital transformation across Rewards processes

6. Leadership & Stakeholder Management

• Lead, mentor, and build a high-performing Philippines Rewards team , including second-line leadership
• Act as a strategic advisor to:
• Country leadership
• HR Business Partners
• Finance and Talent Acquisition
• Drive alignment and influence key reward decisions in a matrixed global environment
• Lead change management and communication strategies for reward programs

Minimum Qualifications

• 18+ years of experience in Compensation & Benefits / Total Rewards
• 6–8+ years in a senior leadership or country/geo role
• Proven experience managing and developing multi-layered teams (including 2nd line leaders)
• Deep expertise in Philippines labor laws, statutory compliance, and market dynamics
• Strong experience working with regional/global stakeholders in a matrix organization
• Industry experience in ITES / KPO / Analytics / GBS strongly preferred
• Professional certification (e.g., WorldatWork CCP/GRP ) is an advantage
• Bachelor’s degree required ; MBA or Master’s in HR preferred

Director – Property & Casualty Operations

Role Summary

The Director – Property & Casualty Operations is responsible for leading large-scale P&C insurance operations, ensuring exceptional service delivery, client satisfaction, financial performance, and operational excellence. The role provides strategic leadership across multiple programs supporting policy administration, underwriting support, claims management, customer service, and back-office insurance processes.

The Director will partner with clients and internal stakeholders to drive business growth, digital transformation, process improvement, and workforce engagement while ensuring regulatory compliance and operational stability.

Key Responsibilities

Strategic Leadership

• Lead end-to-end Property & Casualty operations across multiple lines of business and client portfolios.
• Develop and execute operational strategies aligned with business objectives, revenue growth targets, and client expectations.
• Drive organizational transformation initiatives, including automation, AI-enabled solutions, process re-engineering, and workforce optimization.
• Build scalable operational frameworks that support growth, productivity, quality, and profitability.

Operations Management

• Oversee day-to-day service delivery across claims, policy administration, underwriting support, customer service, renewals, and back-office operations.
• Ensure achievement of SLAs, KPIs, quality metrics, compliance requirements, and customer experience targets.
• Monitor key business metrics and implement corrective actions to address performance gaps.
• Manage operational risks and ensure business continuity across all assigned programs.

Education

• Bachelor's Degree in Business Administration, Insurance, Finance, Management, or a related field.
• MBA or advanced degree preferred.

Experience

• 15+ years of BPO, shared services, or insurance operations experience.
• Minimum 8+ years in senior leadership positions managing large-scale insurance operations.
• Strong Property & Casualty insurance domain expertise, including claims, underwriting support, policy administration, and customer service operations.
• Proven experience managing large teams (500+ FTEs preferred) and multiple client portfolios.
• Demonstrated success in driving operational excellence, client growth, and financial performance.