Operations manager

About the company We are EXL, experts in technology and advanced data analytics. We create intelligent information exchange systems that facilitate decision-making, making it more effective and efficient. We were founded in the United States and have had a presence in Colombia since 2015. We are part of the BPO industry, offering great opportunities for growth and development.About the TeamAre you ready to drive results through leadership, people, communication, and influence? You have found the right team!Our mission is to resolve inquiries, execute instructions, and deliver solutions while ensuring personalized and attentive service.We are a client-service-driven organization, committed to excellence, ethics, and competitive standards.Your Impact in This RoleAs Operations Manager, you will:Lead and manage a team Treasury Services / Transfer Agency Account Managers (~15 FTE).Foster a collaborative, respectful, and client-focused work environment.Provide value-add insights by analyzing data and telling the story behind the numbers.Drive day-to-day operations while supporting multiple initiatives simultaneously.Communicate complex processes clearly and confidently.Perform root cause analysis and apply analytics to coaching methodologies.Handle complex escalations requiring cross-functional engagement.Forecast and manage staffing levels, shrinkage, absenteeism, and attrition.Collaborate with Workforce Management, Helpdesk, Quality, BI, and other internal teams.Identify trends and improvement opportunities, including training material development.Ensure compliance with bank and regulatory policies.Address conflicts and manage difficult conversations effectively.Evaluate efficiencies, KPIs, and process effectiveness.Align company priorities with employee goals, recognizing and improving team performance.Generate ideas and execute action plans from conceptualization to delivery.Stay updated on market trends, regulatory changes, and industry developments.Participate in training and professional development activities.QualificationsRequiredMinimum 7 years of successful team management experience.At least 5 years inbound client service experience in global banking operations.Strong leadership, communication, conflict resolution, and decision-making skills.Advanced coaching and interpersonal skills.Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint), Power BI, and digital tools.DesiredExperience in Brokerage Operations, Accounting, Finance, Economics, Investment Banking, or Capital Markets.Active FINRA Series 6 / 7 / 99 licenses (advantage).PMP, Lean Six Sigma, Data Storytelling, or Coaching Methodologies certification.Strong presentation skills with expertise in data-driven storytelling.Relevant certifications or licenses in specialty areas.BenefitsAt EXL, we offer:Competitive compensation and pay-for-performance culture.Paid leaves to support you through life’s important moments.Access to global resources and tools for career growth.Equal Employment Opportunity environment.✨ Join EXL and be part of a high-performing team where your leadership drives impact, innovation, and client success.