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.
Role Title: Service Development Manager
BU/Segment: Utilities
Location: Manchester, United Kingdom
Employment Type: Permanent
Contact Centre Operating Hours: 8am-8pm 7/365 days per year. Shiftwork applies.
Summary of the role:
*As Service Development Manager, you will oversee the evolution of the service desk, working with our offshore teams to integrate Learning and Development (L&D), Quality Assurance (QA), Business Continuity and Regulatory Compliance to support high-volume operations in the client environment for SMETS and Switching services.
*Reporting to the Service Centre Manager, this role will ensure that our colleagues are equipped to handle client requirements and deliver service excellence across the utilities industry.
*You will partner closely with the Customer, Change and Continuous Improvement Manager and the Service Desk Performance Manager to align site capabilities with operational KPIs, contributing to the smart meter ecosystem.
As part of your duties, you will be responsible for:
*Leading site development initiatives, including the creation of a SMART Academy of progression across the employee life cycle, from new starter to retirement.
*Acting as the responsible owner of content for the client knowledge hub.
*Designing and delivering L&D programmes for service desk teams, focusing on smart meter technologies, query resolution and compliance training to maintain high operational standards.
*Using our digital QA systems to evolve and monitor service desk performance, conducting audits on processes, assessing compliance, and executing triage processes.
*Ensuring regulatory compliance across the service desk, adhering to OFGEM licence conditions, SEC/REC requirements and cybersecurity standards (ISO 27001, NIST-aligned controls), and preparing for and managing audits, including Independent Compliance Officer (ICO) reviews.
*Collaborating on cross-functional projects, such as integrating L&D with continuous improvement efforts and aligning QA metrics with performance dashboards for real-time insights.
*Conducting skills audits and tracking site development KPIs (e.g., training completion rates, audit pass rates, compliance adherence). Reporting progress and driving proactive enhancements.
*Working in close partnership with our clients’ knowledge and training teams to ensure alignment and shared best practice.
*Monitoring and reporting on customer satisfaction metrics (e.g., Customer Effort Score – CES) and leading a cultural shift from incident triage to continue our pathway of CS transformation, intelligent service, and industry leadership through initiatives that ensure better information and advice, reduce industry waste and enhance connectivity, resilience and efficiency.
Qualifications and experience we consider to be essential for the role:
*Bachelor’s degree in Business Management, Energy Systems or Regulatory Affairs; certifications in QA (e.g., ISO Lead Auditor), L&D (e.g., CIPD), or compliance (e.g., CQA) are preferred.
*7+ years in service/operations management within regulated industries such as energy or telecoms, ideally with hands-on experience in smart metering, user interfaces or L&D and compliance programmes.
*Proven track record in developing L&D programmes and QA systems, ideally involving energy data networks or switching services.
Skills and Personal attributes we would like to have:
*Expertise in regulatory frameworks (OFGEM, SEC) and QA tools for compliant process optimisation; strong project management skills.
*Commitment to people development, with experience in training design and delivery and cultivating a compliance-first culture in line with our zero-tolerance policies. Ability to drive cultural shifts towards a learning culture.
*Analytical mindset for auditing and risk assessment, combined with excellent organisational skills.
*A one-team-oriented approach, excelling in forging collaborative environments to support our client’s goals.
As part of a leading global analytics and digital solutions company, you can look forward to:
*A market competitive package and a rewarding pension.
*EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
*At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
*As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
*EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
We are committed to equality, diversity and inclusion and welcome applications from all backgrounds.
To be considered for this role, you must already be eligible to work in the United Kingdom.