Job Description

AVP—Operations will be responsible for planning and directing the development and implementation of business and people strategies that supports the team’s financial and non-financial goals and objectives. The role involves responding to the process’ RFPs by creating a customized solution that addresses client’s business needs. This will include creating end state design, FTE sizing and deployment, shift planning, migration and implementation plans, utilizing various optimization measures that make EXL’s bid competitive and aligns with clients business needs. This also includes providing pricing related inputs to the pricing team, and exploring means to make the price more attractive to the client. The role also involves interfacing with client teams to seek clarifications on the RFP and presenting our solution to key stakeholders.

• Responsible for setting the vision and building and executing on the strategy
• Manage overall revenue and profit goals and process improvements of programs under their direction to meet or exceed financial objectives.
• Can manage 200+ person or more, lead day to day operations of Operations and create a culture of accountability that holds individual contributors and managers responsible for attaining their metrics and goals
• Acute understanding of managing a large business forecast model with regular attention to detailed fluctuations and 'gap' planning
• Responsible for monitoring and growing quoted revenue; leveraging best-in-class tools, technology and strategies
• Responsible for all decisions regarding hiring, on-boarding, structure, people, process, performance management and rewards/incentives. This includes team building with those from other units who participate on projects. Ensure proper performance management and rewards/recognition guidelines are followed within own team.
• Develops direct reports and self by establishing professional and personal development goals
• Recommend, evaluate, enhance and implement new and/or existing tools & technology to manage and scale the team to enhance and optimize current process
• Create and provide regular performance reports to multiple stakeholders, including executive management and stakeholders.
• Collaborate with Operations team to review and develop compensation plans that effectively align and reward individual contributors for meeting targets
• Help create, manage and maintain the processes for lead management
• Provide timely and relevant feedback on the effectiveness of ongoing campaigns
• Provide leadership and direction in the development of the compensation structure, ensuring consistency and fairness throughout.
• Recommend improvements to the existing compensation structure to better motivate and reward staff for the desired performance.

Technical Skills

The role requires a good understanding on the BPO industry from a cross-functional perspective, especially operations and migrations. In addition, a good understanding of pricing and technology is required.

This person selects, develops, and evaluates personnel to ensure the efficient and effective operation of the function, will report directly to the SAVP / VP-Operations

This position will design and test programs for new services; new targets; and high potential growth strategy clients. This position will participate in cross-divisional projects and task teams and well as work closely with information technology; training; on new opportunities for the existing clients.

Process Specific Skills

Deep knowledge of Operations Management particularly Travel and Logistics domain are preferred.

Soft skills (Desired)

Excellent interpersonal skills and comes across as a confident communicator and presenter

Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand client needs and finding solutions that help the client.