About

EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 60,000 employees spanning six continents.Role Title: Service Desk Performance ManagerBU/Segment: Utilities Location: Manchester, United KingdomEmployment Type: Permanent Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.Summary of the role:The Service Desk Performance Manager is responsible for leading Team Managers and Analysts across SMETS and Switching services within the service desk, ensuring optimal performance.Reporting to the Service Centre Manager, this role will drive metrics-led performance improvements to support our client and the industry in which they operate. Through close collaboration with the Customer, Change and Continuous Improvement Manager, you will integrate feedback and change initiatives into performance strategies. Partnering with the Service Desk Development Manager will ensure that our colleagues optimise their development through our digital learning platforms and SMART Academy. Using insight in action will ensure that we continually innovate, progress and align with L&D and compliance requirements. This role is critical to delivering an efficient, effective and reliable service, ensuring that we remain a