Exl Service

  • Analytics Assistant Manager, Decision Analytics Services

    Job Location US-WI-Madison
    Regular Full-Time
  • Overview

    Analytics Assistant Manager


    EXL (NASDAQ:EXLS) is a leading operations management and analytics company that helps businesses enhance growth and profitability in the face of relentless competition and continuous disruption. Using our proprietary, award-winning Business EXLerator Framework™, which integrates analytics, automation, benchmarking, BPO, consulting, industry best practices and technology platforms, 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 24,000 professionals in locations throughout the United States, Europe, Asia (primarily India and Philippines), Latin America, Australia and South Africa.


    EXL Analytics provides data-driven, action-oriented solutions to business problems through statistical data mining, cutting edge analytics techniques and a consultative approach. Leveraging proprietary methodology and best-of-breed technology, EXL Analytics takes an industry-specific approach to transform our clients’ decision making and embed analytics more deeply into their business processes. Our global footprint of nearly 2,000 data scientists and analysts assist client organizations with complex risk minimization methods, advanced marketing, pricing and CRM strategies, internal cost analysis, and cost and resource optimization within the organization.  EXL Analytics serves the insurance, healthcare, banking, capital markets, utilities, retail and e-commerce, travel, transportation and logistics industries.


    Please visit www.exlservice.com for more information about EXL Analytics.


    Role Overview:

    • Emphasis is on providing business insights and managing end to end project delivery
    • Structure analytical solution to address business objectives and problem solving
    • Translate stated or implied client needs into researchable hypotheses
    • Develop sophisticated analysis plans to test those hypotheses given data and resource availability, time, etc.
    • Effectively guide the team around problem structuring and use of analytics (tools and techniques) to carry out analysis
    • Facilitate client working sessions and lead recurring project status meetings
    • Develop long-lasting, trusted advisor relationships with clients
    • Able to work in dual shore engagement across multiple time zones
    • Manage business uncertainty
    • Secure new opportunities within existing account relationship
    • Assess customer needs, pain points, behaviors, activation levers, headroom for growth, value propositions, etc.
    • Manage day-to-day project operations, serve as the functional and domain expert on the project team to ensure that they meet client expectations
    • Provide quality oversight on deliverables prepared by the project team before submitting to client


    • Project task management
    • Define project deliverables, controls and ensure adherence to these
    • Supervise and assist the team on project execution and delivery
    • Monitor project progress and ensure adherence to client expectation
    • Communications, including deck writing
    • Coordination of all sub-team efforts; Creation of project plan, define milestones, timelines, review plan with the team
    • Delivery of output
    • Facilitation and gathering of client feedback on problem structuring
    • Understand and define business problems, get all background information and collect relevant data points
    • Create solution hypothesis and get client buy in, discuss and align on end objective, staffing need, timelines and budget
    • Effective management of frequency of feedback loop with offshore resources
    • Build capabilities in junior team members


    • Master's degree in economics, mathematics, computer science/engineering, operations research or related analytics areas; candidates with BA/BS degrees in the same fields from the top tier academic institutions are also welcome to apply
    • Minimum 4-5 years' experience with call center forcasting and staffin model and proven expertise
    • Strong Predictive Modeling Experience
    • Advanced call forecast modelling experience in tools like R
    • knowledge of service operation technology is preferred (i.e. NICE, Verint WFM, ACD systems, Cisco)
    • Experience in working in dual shore engagement is preferred
    • Must have experience in managing clients directly (Onsite is preferred)
    • Superior analytical and problem solving skills
    • People Manager
    • Demonstrated leadership ability and willingness to take initiative
    • Strong record of achievement, solid analytical ability, and an entrepreneurial hands-on approach to work
    • Outstanding written and verbal communication skills
    • Able to work in fast pace continuously evolving environment and ready to take up uphill challenges
    • Is able to understand cross cultural differences and can work with clients across the globe

     What we offer:

    • EXL Analytics offers an exciting, fast paced and innovative environment, which brings together a group of sharp and entrepreneurial professionals who are eager to influence business decisions. From your very first day, you get an opportunity to work closely with highly experienced, world class analytics consultants
    • You can expect to learn many aspects of businesses that our clients engage in. You will also learn effective teamwork and time-management skills - key aspects for personal and professional growth
    • Analytics requires different skill sets at different levels within the organization. At EXL Analytics, we invest heavily in training you in all aspects of analytics as well as in leading analytical tools and techniques.
    • We provide guidance/ coaching to every employee through our mentoring program wherein every junior level employee is assigned a senior level professional as advisors.
    • Sky is the limit for our team members. The unique experiences gathered at EXL Analytics sets the stage for further growth and development in our company and beyond.


    EEO Statement



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