Job Description

:
EXL Overview
EXL (NASDAQ: EXLS) is a leading Digital Transformation company & Business Evolution partner-tailoring solutions that make the most of data to make better business decisions and drive more intelligence into increasingly digital operations. Our expertise in transformation, data science, and change management helps make our clients business more efficient and effective, improve customer relationships and enhance revenue growth. Our global teams helps us drive business forward by making sense of data. EXL is a committed team of problem solvers and creative thinkers determined to find a better way. Headquartered in New York, New York, we are extremely proud of our differentiated workforce that totals more than 33,000+ professionals, spread across 54 global delivery centers and supports 25+ languages.
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business.
Responsibilities:
Role Responsibilities
Accountabilities Major Activities Key Performance Indicators
Ensure seamless transition and flawless service delivery
xefx82xa7 Focus on transition with 'Zero' impact on service delivery
xefx82xa7 Focus on efficiencies - leaner, greener and faster
xefx82xa7 Focus on Process stabilization & sustained delivery
xefx82xa7 Reducing operation costs
xefx82xa7 Make TBP more effective
xefx82xa7 Build effective process management system
xefx82xa7 FTE headcount
xefx82xa7 Revenue from the BU Vs. Target
xefx82xa7 Gross Margin for the BU
xefx82xa7 MEI (Manpower Efficiency Index)
Ensure client satisfaction on all SLA's and given parameters
xefx82xa7 Deliver on client benefits through innovation and improvements
xefx82xa7 Create plan to deliver efficiency
xefx82xa7 Strengthen operational team as well as support functions to minimize leakages
xefx82xa7 Partner with transformation team for value delivery
xefx82xa7 Identify transformation opportunities where available
xefx82xa7 Customer Satisfaction Survey results Vs. Desired
xefx82xa7 Performance Index
xefx82xa7 Improvement through Innovation
People management
xefx82xa7 Engagement plan for each stage of employees
xefx82xa7 Focus on employee training and development with regard to building domain expertise
xefx82xa7 HIPO engagement initiatives to be reviewed regularly
xefx82xa7 Cross training and skill enhancement for managing high influx of volume
xefx82xa7 Support to Line HR and utilize their expertise more from a people engagement and retention perspective
xefx82xa7 Ensure minimal staff attrition and high levels of engagement
xefx82xa7 Employee Attrition Rate
xefx82xa7 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):
xefx82xa7 Look for opportunities to deliver additional savings for the clients
xefx82xa7 Deliver operational efficiency improvements for both EXL and Client
xefx82xa7 Assistance in business development as and when required
xefx82xa7 Reduction in Overheads as % of Revenues
xefx82xa7 Participation in people development initiatives
xefx82xa7 Process improvement
xefx82xa7 USD value delivered to Client.
xefx82xa7 USD value delivered to EXL
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
DIMENSIONS
Financial Dimensions Managing the revenue and profitability and Value Delivery
KEY DECISIONS
Decisions you make by yourself
xefx82xa7 Strategic improvement for process delivery
xefx82xa7 People/management rationalization
INTERACTIONS
Internal Job Role you need to interact with Internally in the organization to enable success in your day to day work
xefx82xa7 Business HR Team
xefx82xa7 Corporate HR for staffing, internal movement, training, learning and development
xefx82xa7 Finance Team
xefx82xa7 Facilities Team
External Interactions Job Role you need to interact with outside the organization to enable success in your day to day work
xefx82xa7 Clients
Qualifications:
Minimum 10 years of experience within the BPO industry in senior VP Position
SKILLS AND KNOWLEDGE
Skill Requirement
Educational Qualifications
Graduate in any field
Post graduate is preferable
Functional Skills
Experience of managing Healthcare Operation
Client relationship management
Managing large contact center
Behavioral Skills
Decisions making
Prioritization
Analytical skills
People management
Excellent communication skills