Job Description

Accountabilities

Ensure seamless transition and flawless service delivery

 Focus on transition with ‘Zero’ impact on service delivery

 Focus on efficiencies - leaner, greener and faster

 Focus on Process stabilization & sustained delivery

 Reducing operation costs

 Make TBP more effective

 Build effective process management system

 FTE headcount
 Revenue from the BU Vs. Target
 Gross Margin for the BU
 MEI (Manpower Efficiency Index)

Ensure client satisfaction on all SLA’s and given parameters

 Deliver on client benefits through innovation and improvements
 Create plan to deliver efficiency
 Strengthen operational team as well as support functions to minimize leakages
 Partner with transformation team for value delivery
 Identify transformation opportunities where available  Customer Satisfaction Survey results Vs. Desired
 Performance Index
 Improvement through Innovation
People management

 Engagement plan for each strata of employees
 Focus on employee training and development, esp. wrt to building domain expertise
 HIPO engagement initiatives to be reviewed regularly
 Cross training and skill enhancement for managing high influx of volume
 Support to Line HR and utilize their expertise more from a people engagement and retention perspective
 Ensure minimal staff attrition and high levels of engagement

 Employee Attrition Rate
 Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and process improvements Working on Strategic Priorities such as (but not limited to):
 Look for opportunities to deliver additional savings for the clients
 Deliver operational efficiency improvements for both EXL and Client
 Assistance in business development as and when required
 Reduction in Overheads as % of Revenues
 Participation in people development initiatives

 Process improvement
 USD value delivered to Client.
 USD value delivered to EXL

4. MAJOR CHALLENGES

 Focus on customer experience as the business is transitioned with zero impact on service delivery
 Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

5. KEY DECISIONS

Decisions you make by yourself
 Strategic improvement for process delivery
 People/management rationalization

6. INTERACTIONS

Internal Interaction
Job Role you need to interact with Internally in the organization to enable success in your day to day work
 Business HR Team
 Corporate HR for staffing, internal movement, training, learning and development
 Finance Team
 Facilities Team

External Interactions
Job Role you need to interact with outside the organization to enable success in your day to day work
 Clients

7. DIMENSIONS

Financial Dimensions

Managing the revenue and profitability

In alignment with the Employment Equity Act, preference will be given to applicants aligned with our EE targets