Senior Assistant Vice President at EXL South Africa

Job Description

• Lead CX transformation with agentic solutions cross enterprise operations.
• Design and implement digital transformation roadmaps integrating automation (RPA, OCR, AI/ML, PAAS), data analytics, and process re-engineering.
• Conduct business due diligence, identify operational bottlenecks, and develop best-in-class solutions.
• Build business cases for transformation initiatives and secure leadership/client approval.
• Partner with operations and IT to ensure successful execution of transformation programs.
• Lead, coach, and mentor cross-functional transformation teams (consultants, engineers, analytics professionals).
• Drive change management and stakeholder engagement to ensure adoption and measurable value delivery.
• Produce thought leadership and market insights on process transformation and emerging technologies.

Responsibilities

Primary Internal Interactions

• Senior Leadership Team (Strategy, Operations, IT, HR).
• Business Unit Heads, South Africa Operations Managers and Client Partners
• Transformation, Automation, and Analytics teams.
• Finance and Risk functions (for business cases and compliance).
• Primary External Interactions
• Client executives and CXO-level stakeholders.
• External vendors, solution partners, and technology providers.
• Industry forums and thought leadership networks.

Qualifications

Skills

• Technical Skills Design and implementation of AI-driven customer experience (CX) solutions, including conversational chatbots (Voice & Text), agent-assist tools, and customer self-service portals.
• Development of integrated AI tools that support customer service agents with live assistance and training automation.

Project Specific

• Skills Business Due Diligence Solution Design and Implementation. Financial Modeling & Business Case Development. KPI Definition & Performance Tracking.

Leadership

competencies

• required Strategic thinking and vision alignment. Strong influencing and stakeholder management skills. Ability to lead and scale cross-functional teams. Proven change management expertise.
• Soft-skills Excellent communication and presentation skills. Strong problem-solving and decision-making. Client-facing and consultative approach. High adaptability in dynamic environments

Education Requirements

• Bachelor’s degree  in Business, Technology, or related field.
• Certifications: Prince2, Six Sigma, Lean, PMP desirable.

Work Experience Requirements

• 15+ years of overall experience in business transformation, consulting, or enterprise operations within more than 1 international geography (India, SA, Philipines).
• 10+ years leading large-scale transformation programs.
• Demonstrated track record of automation, process re-engineering, and digital adoption initiatives.
• Extensive experience in BFSI, global services, or large-scale enterprise delivery environments.