Assistant Vice President at EXL South Africa

Job Description

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.

Responsibilities

Performance parameters 

The primary responsibility of this role is to oversee the day to day operations which include, but is not limited to: ·

• Capacity Planning Adherence to Service Levels Revenue Realization Profitability 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%)
• The weightages may change from time to time depending on business requirements 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.

Competencies & Skills

• People management and leadership skills.
• Capability to conduct an appraisal discussion Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Good Client facing skills.

Values & Behavior

• Output driven mindset, determined, resilient, perseverant and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented

Qualifications

Education Requirements

• Graduation from a University or Government-recognised private college degree program or 
• 5 Years of education including a diploma of three (3) years or more from a Government registered and nationally recognized educational institution. Preferably a Post Graduate

Work Experience Requirements

• Overall 5 years of work experience in Business Process Off-shoring. Should have at least 3 years of supervisory experience in insurance business, preferably in the U