EXL

Assistant Vice President

EXL  •  Pasay, PH (Onsite)  •  1 day ago
Apply
Save Job
Mark Applied Mark Interviewed Mark Offered
Hide Job Report Job
AI can make mistakes so check important info. Chat history is never stored.

Job Description

Under the direction of the Vice President/ Sr. AVP, this role is primarily responsible for achieving short and long term business objectives through efficiently and effectively managing operations. This job also includes meeting profitability targets, coordinates and directs new client transitions and implements client satisfaction drivers. The role continually involves coaching, training and developing managers and supervisors; promoting client and employee retention initiatives.

Essential Functions
  • End to end management of customer and client experience and service delivery
  • Directs contact center operational strategies through forecasting and capacity planning, increasing productivity and maintaining quality and customer service standards
  • Maintains vendor-client partnership by aligning company and client vision with effective communication
  • Reports and manages financials and P&L through cost and revenue leakage reduction
  • Performs due diligence and participates in opportunity identification for process improvements utilizing established techniques/methodologies e.g. LEAN/Six Sigma
  • Analyzes data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance
  • Facilitates smooth transition and migration of business processes
  • Provides leadership, guidance and support to all team members in achieving goals and objectives
  • Designs and conducts capability development training sessions for managers to support career growth and succession
  • Any other essential function that may occur from time to time as directed by the management
Performance parameters
  • Quality and accuracy of deliverables
  • Efficiency and effectiveness (result-orientation)
  • Training delivery
  • Adherence to internal standards
  • Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction
  • Employee satisfaction, people development and morale
  • Good performance on any other function that may occur from time to time or as directed by the Supervisor
  • Builds and maintains atmosphere where coaching, counseling, and feedback are considered essential for better performance
  • Risk recognition, assessment, analyses, management and mitigation
  • Robust understanding of BPO and client processes while suggesting an optimum solution for the client
  • Demonstration of in-depth knowledge and application of various methodologies in relevant situations or phases

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com
EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.
EXL

About EXL

Choosing a digital partner is about more than capabilities — it’s about collaboration and character.

Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.

At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.

Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.

Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.

We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.

At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.

For more information, visit www.exlservice.com.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
New York, NY
Year Founded
Unknown
Website
exlservice.com
Social Media