Exl Service

  • Delivery Excellence Manager

    Job Location US-IN-Indianapolis
    Global Client Services
    Regular Full-Time
  • Overview

    EXL (NASDAQ: EXLS) is a leading operations management and analytics company that designs and enables agile, customer-centric operating models to help clients improve their revenue growth and profitability. Our delivery model provides market-leading business outcomes using EXL’s proprietary Business EXLerator Framework™, cutting-edge analytics, digital transformation and domain expertise. At EXL, we look deeper to help companies improve global operations, enhance data-driven insights, increase customer satisfaction, and manage risk and compliance. EXL serves the insurance, healthcare, banking and financial services, utilities, travel, transportation and logistics industries. Headquartered in New York, New York, EXL has more than 26,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), South America, Australia and South Africa. For more information, visit www.exlservice.com.

    The LifePRO implementation team within EXL LifePRO practice is a world class, global professional services group dedicated to providing quality implementation services to our many insurance clients.

    Successful candidates will have some insurance experience and will have been a part of initiatives such as: implementing new systems and/or software development.



    The Delivery Excellence Manager leads effective project planning and execution by leveraging supportive methodologies, tools, and processes. In this dynamic role, you will oversee projects and ensure delivery is on time and within budget. You will also have the opportunity to provide thought leadership and applied learning to process improvements (e.g. Agile, DevOps) to help us achieve our goal of providing world-class digital services to our members. 


    • Drive projects to successful completion, meeting goals for time, cost and quality.
    • Develop project-based resources to build excellence in planning, service, and execution.
    • Identify key project risks and ensure contingency and rollback plans where appropriate.
    • Embrace/adopt Agile processes and tailor frameworks and methods.
    • Engage stakeholders to facilitate digital transformation.
    • Develop and Implement new processes and procedures that insure a high level of customer success and consistency across the delivery organization
    • Maintain a high level of customer success utilizing NPS and other customer feedback.
    • Develop, implement, and measure strategic initiatives to improve service excellence and maximize profitability
    • Anticipate, identify and overcome roadblocks, and implement long-lasting process solutions to prevent recurrence.
    • Analyze existing operations, systems, and performance metrics to identify and prioritize high value improvement opportunities.
    • Partner with the Project Management Office to ensure projects technical requirements are documented, managed, and maintained.
    • Assist in the establishment and monitoring of Strategic Objectives and Milestones.
    • Provide insight through analytics and foster continuous improvement.
    • Publish timely metrics and dashboards to report status accurately to all stakeholders and Senior Leadership Teams


    • 15+ years progressive leadership experience delivering projects/programs across IT and business organizations.
    • Excellent communication, problem solving, and interpersonal skills
    • Outstanding customer service and customer management skills
    • Strong organizational, time management and prioritization skills.
    • Ability to take a creative approach to situations and problem solving. Owns issues until resolved.
    • Agile Practitioner, with proven experience implementing processes and frameworks for delivery of web and mobile product-based solutions.

    • Effective service delivery and escalation management experience.
    • Significant experience and familiarity with end user support management, service level management, contractual compliance, financial management, scope management, customer service and executive level communications

    EEO Statement



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