Assistant Vice President at EXL South Africa

Responsibilities

Essential Functions:                                                                                                   

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation 
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%) 
• Employee satisfaction (10%)
• Attrition management (25%) 

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions:

• VP Operations.
• HR & Training (Recruitment, HR & Training)
• Migrations Team
• Facilities
• Technology
• Process Leadership
• BD and Marketing

Primary External Interactions:

Client Interactions:

• Business owners
• Procurement governance
• Work Force Management team
• Quality Assurance team 

Managing Teams: 

• Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

Developing Strategies: 

• Creating and implementing strategies to achieve organizational goals, analyzing data, and identifying growth opportunities.

Leading Initiatives: 

• Coordinating with other departments, managing budgets, and ensuring projects are completed on time and within budget.

Decision Making: 

• Making significant decisions that impact the company, evaluating risks and benefits, and consulting with other leaders.

Communicating with Stakeholders: 

• Presenting information, answering questions, and providing updates to employees and customers
• Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Qualifications

Essential Requirements:

• Credit Clear and Criminal Clear

Education Requirements:

• Matric
• Preferably a Post-Graduate 

Work Requirements:

• Overall 5 years of work experience in Business Process Off-shoring
• Must have 3 years Senior Operations Management / Head Of Operations Experience