UK & Europe

UK & Europe

UK & Europe

Driving business forward in UK and Europe

EXL partners with leading UK & European companies make sense of their data to drive excellent customer experience and grow profitably.

We deploy our data, AI, and analytics led solutions to drive insights to enable you make confident business decision and outperform your goals.

We use our domain expertise in Insurance, Banking and Financial Services, Utilities, Retail, Media, Travel, Media, Transportation and Logistics to help with data led insights and operations through your business value chain and customer journey.

Though headquartered in London, EXL also has over 736 employees based out of various other locations including Sofia, Bulgaria, Cluj, Romania, and Olomouc, Czech Republic, who are proficient in more than 15 European languages and who provide Customer Experience and Finance & Administration services to clients, acting as a flexible strategic partner where and when our clients need us.

Client testimonials

Accelerating Data Transformation
Transforming Legacy Finance to Data Driven Finance in Insurance
Leveraging the power of data to engage customers
Creating a Centre of Excellence for Digital and Data
Analytics-banking-and-financial-services
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Zurich
Daniel Norman
Data Intelligent claims transformation

Customer Experience

Featured insights
The business of insurance is the business of risk. Understanding, anticipating and managing the potential impact of change enables people, organisations and society to progress. So we find it especially relevant now, to consider how one of the biggest business innovations in recent times – Generative AI – should be understood, anticipated and managed in the insurance sector. Not only in the sector, but also for the sector.
Fraud capture requires an understanding of non-intuitive patterns. Historically, the process has largely depended on the understanding and experience of claim handlers.
Delivering new products at speed. Providing personalized customer experiences at scale. Enabling better, faster decisions across the business. Succeeding in the insurance market today requires meeting these and other objectives, and meeting these objectives requires data-driven transformation that embeds analytics and AI at every level of the organization.
Covid has created a mini industry in ‘Thought Leadership’ prediction and an abundance of ‘Vision [2025/30]’ documents. While we know, of course, how important that kind of thinking is, we also like the sentiments above, of Pope John II.
Much has happened since December 2019, when the Financial Conduct Authority first began consulting on proposed changes to how firms approach operational resilience. Indeed, it could be said that the intervening period between the consultation and the resulting policy statement PS21/3 in March 2021 (alongside the PS6/21, the policy statement from the PRA) was one of the most testing times for operational resilience that businesses have ever faced.
UK & Europe leadership
Kshitij Jain Bhavna Newle Chopra Mohit Manchanda Ian Wall Elena Sandrina Ionescu Rahul Arora Rowan McGrath
Kshitij Jain
Senior Vice President

Kshitij Jain is Senior Vice President and Head of UK and Europe Analytics and leads the analytics practice across UK/Europe.

Kshitij has more than 15 years of experience in professional services spanning analytics, banking and consulting. Kshitij has worked with EXL for over a decade where he has worked on a number of transformation and analytics related initiatives across banking, capital markets, insurance and retail industries. Prior to EXL, Kshitij has worked in the investment banking arm at Bank of America. He is a University of Cambridge Alum where he earned a Master’s in Business and has a Chemical Engineering degree from Indian Institute of Technology, Delhi.

Bhavna Newle Chopra
Senior Vice President in Operations Management

Bhavna Newle Chopra joined EXL in 2006 and is a leader in EXL’s operations management organization, and a member of the Operating Committee.

Bhavna is currently responsible for leading strategic initiatives that deliver continuous improvement on operational parameters, including client relationships, workforce planning and optimization, and Six Sigma-based process improvement. A certified Green Belt, she has held several cross-functional leadership positions at EXL, and has successfully led large teams leveraging technology and process redesign to deliver financial results and organizational resiliency.

Prior to EXL, she held leadership positions at WNS and GE Capital International Services. She has a B.D.S. from the University of Mumbai.

Mohit Manchanda
Senior Vice President, Head of Insurance UK & Europe

Mohit Manchanda is Senior Vice President and Head of Insurance practice for UK & Europe which includes Operations Management, Digital Transformation, Analytics, Risk Management and Regulatory Compliance. In his role, Mohit is responsible for shaping the overall strategy and growth of Insurance business and owns the full P&L responsibility including sales, client relationship management, product development, partnership & alliances and acquisitions.

Mohit has 20+ years of experience in business management across multiple Industry verticals including Insurance, Banking & Capital Markets, Professional Services, Utilities, Travel, Retail, Hospitality and Manufacturing. Mohit has held multiple roles during his tenure at EXL including setting up the Consulting and Finance & Accounting practice across US, UK & Europe and APAC region. Prior to EXL, Mohit worked with two of the Big 4 accounting firms and is a Chartered Accountant by profession.

Ian Wall
Senior Assistant Vice President and the HR Lead

Ian Wall is Senior Assistant Vice President and the HR Lead for UK and is based in London. Ian is a seasoned HR professional with over 20 years of rich Industry and HR experience, and was previously employed as the Divisional Director at CGI for almost 8 years, prior to which he has worked in a number of senior HR roles at Lloyds Bank. Ian has completed his BA honors in Economics from Portsmouth University and also holds a Post Graduate Diploma in Human Resource Management from Bournemouth University. He sees Diversity and Wellbeing as key aspects of employee value proposition. Ian is married with two children and enjoys travel, cycling and skiing.

Elena Sandrina Ionescu
Facilities & Infastructure Lead

Elena Sandrina Ionescu is EXL UK’s Facilities and Infrastructure Lead. In this role, Elena is responsible for managing our UK centres, operations delivery and functional capabilities.

Elena has joined EXL in 2018 and has since facilitated execution of various Digital Transformation Strategies within her function, ensured compliance within Health & Safety and Environmental initiatives, as well as supported internal and external stakeholders with regards to logistics and events management. Elena is an alumnus of University of Kent, Canterbury, UK.

Rahul Arora
Senior Vice President, CX Global and Emerging Business Unit UK and Europe

Rahul Arora is EXL’s Client Executive for a leading utilities provider in the UK. During his 10 years in this role, he spearheaded the Customer Transformation Programme.

Rahul is responsible for growth, strategy and client management. Collectively, he has over 15 years’ experience in managing large client operations and relationships, improving operational performance and sales and marketing for multiple clients in utilities, consulting, banking, financial services and the BPM industry. Rahul graduated from Institute of Hotel Management, Bhopal.

Rowan McGrath
Senior Vice President, International

As the head of EXL’s international markets, Rowan McGrath is responsible for managing EXL’s business across the UK, Ireland, Europe, and South Africa. Rowan is based in EXL’s Dublin office and is a member of the Operating Committee.

Rowan has more than 30 years of experience in the IT industry. He started his career as an army officer in the Irish Defence Forces before moving on to work with BT Group, CSC, and DXC Technology in a variety of sales, client management, and senior leadership roles. Rowan is passionate about helping clients make sense of data to drive their business forward by modernizing mainstream IT, integrating digital innovations, and deploying new solutions at scale.

Rowan holds a bachelor’s degree in electronic engineering from the University of Galway and a master’s degree in business from University College London.

Careers

Careers

EXL works as a committed team, with one goal: to give our client the power to transform – to move from playing catch-up to outperforming. Our people are problem solvers and creative thinkers. Put your talents to use where opportunities are limitless and every day makes a difference.