Job Description

: Responsible for delivery of 100% uptime support to business operations and other enabling functions to ensure efficient delivery to end client processes by maintaining a healthy and safe environment for Employees, clients and visitors.


This function includes day to day management of Facility Operations Such as - Housekeeping, F&B Service, Front office management, Cost optimization, Team development, Vendor development IFM Services etc., Physical Security such as - Guards, Electronic access, CCTV etc., Engineering Services such as - building & equipment maintenance to achieve 100% uptime, Travel - hotel tie-ups, domestic & international travel support including visa facilitation & Logistics support - point to point pick-up & drop facility. Additionally, the role will be functionally responsible for EHS, Information Security, Business Continuity, Disaster Recovery & Compliance to other certifications as per the need of the business. Further, the position will ensure adherence to laid down procedures & meet all internal & external compliance for the functional area. Overall, all of these activities must be carried out in line with EXLs corporate governance objectives



Responsibilities: Customer experience: Controlled & qualified feedback via internal survey twice a year. Additionally, feeling the pulse through regular interactions with employees, clients, vendors & a mechanism to tracks these inputs & implement corrective action to ensure better service levels.


Process implementation: Implementation of systems & procedures on ground to ensure 100% uptime on all facilities related support across operations as per approved budgets & Exl standards. The same is subject to internal & external audits from time to time.


Cost efficiency: Functional delivery must be monitored in line with approved budgets and cost saving measures on account of waste reduction & process improvement with a target for a annualized saving of 5-7% of approved budget.


Vendor management: Managing vendors along with/through pre-designated SPOC`s to ensure 100% uptime in service. Also responsible for building back up for key vendors & a "BCP" strategy with existing vendors to handle unforeseen events where service can get impacted.


Team handling: Clearly identifying Goals & communicating the organizational & functional deliverables will be a driver to build a motivated team aiming to exceed expectations. Training, Reward & Recognition initiatives, Retention strategies, Employee satisfaction & Succession planning amongst others will be key measurable to track performance from an HR perspective. Position to also ensure a transparent appraisal mechanism as per laid down guidelines by Corporate HR


Responsible for managing & maintaining a top class BPO infrastructure with an uptime of 100% (including E&M - through OEMs and AMCs) Responsible for being proactive to drive results and anticipate issues if any in order to mitigate rather than work in a reactive mode. Conduct regular internal checks, physical verifications & facility walks to validate implementation of systems & processes. Develop a strong vendor base and work towards maximizing value for EXL. Also, build adequate back-ups for core deliverables in order to achieve a 100% uptime. Initiate regular team meetings to share relevant information, seek inputs, and resolve issues among team members and for the department at large. Optimization of recourse and bring about efficiencies within the department _ work towards cost savings on a budget v/s actual of approx 5-7%. Create a responsive environment within the department with the objective of being highly customer centric to meet internal deadlines _ quick TAT on all pending issues. Monitor and report capacity planning. Responsible for supervising client visits and handling all travel requirements Ensure safe and secure work environment & ensure Exl (OHSAS) standard. High organization skills in managing multiple projects simultaneously. Demonstrated experience with continuous improvement initiatives highly desirable Compliance (external regulatory, contractual, internal) CRE awareness EHS / EMS and all related deliverables

Qualifications: Graduate / Post Graduate ( MBA) with industry specific knowledge / service industry background with working knowledge of functional area including electro-mechanical , projects, logistics & travel. * 10-15 years experience