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

Job Description

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

4. 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

5. KEY DECISIONS

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

6. 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

7. DIMENSIONS

Financial Dimensions

Managing the revenue and profitability

Other Dimensions
Value Delivery

Qualifications

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

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for 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 54,000 employees spanning six continents. For more information, visit

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

---