Vice President 1-Back-End/Voice/ Customer Service-Outbound Customer Service

PRINCIPAL ACCOUNTABILITIES

Accountabilities    
 

Ensure seamless transition and flawless service delivery    

    Focus on transition with 'Zero' impact on service delivery
    Focus on efficiencies - leaner, greener and faster
    Focus on Process stabilization & sustained delivery
    Reducing operation costs
    Make TBP more effective 
    Build effective process management system    

    FTE headcount
    Revenue from the  BU Vs. Target
    Gross Margin for the BU
     MEI (Manpower Efficiency Index)
 

Ensure client satisfaction on all SLA's and given parameters    

    Deliver on client benefits through innovation and improvements 
    Create plan to deliver efficiency
    Strengthen operational team as well as support functions to minimize leakages
    Partner with transformation team for value delivery
    Identify transformation opportunities where available    

    Customer Satisfaction Survey results Vs. Desired
    Performance Index
    Improvement through Innovation
 

People management   

    Engagement plan for each strata of employees
    Focus on employee training and development, esp. wrt to building domain expertise
    HIPO engagement initiatives to be reviewed regularly
    Cross training and skill enhancement for managing high influx of volume
    Support to Line HR and utilize their expertise more from a people engagement and retention perspective
    Ensure minimal staff attrition and high levels of engagement    

    Employee Attrition Rate
    Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and  process improvements    Working on Strategic Priorities such as (but not limited to):
    Look for opportunities to deliver additional savings for the clients 
    Deliver operational efficiency improvements for both EXL and Client
    Assistance in business development as and when required
    Reduction in Overheads as % of Revenues
    Participation  in people development initiatives    

    Process improvement
    USD value delivered to Client.
    USD value delivered to EXL

MAJOR CHALLENGES

    Focus on customer experience as the business is transitioned with zero impact on service delivery 
    Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

KEY DECISIONS

Decisions you make by yourself
    Strategic improvement for process delivery 
    People/management rationalization

INTERACTIONS

Internal Interaction 
Job Role you need to interact with Internally in the organization to enable success in your day to day work    
    Business HR Team
    Corporate HR for staffing, internal movement, training, learning and development
    Finance Team
    Facilities Team

External Interactions 
Job Role you need to interact with outside the organization to enable success in your day to day work    
 

DIMENSIONS

Financial Dimensions

Managing the revenue and profitability

Other Dimensions
Value Delivery

Educational Qualifications
    Graduate in any field 
    Post graduate is preferable

Functional Skills
    Experience of managing P&C Claims Operation
    Client relationship management
    Managing large contact centers

Behavioral Skills 
    Decisions making 
    Prioritization 
    Analytical skills
    People management 
    Excellent communication skills

Relevant and total years of Experience
    Minimum 10 years of experience in the BPO industry 

In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets