Job Description: Manage the Operational Delivery , Monitor and analyze operational metrics to identify areas for improvement and to make data-driven decisions, Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for current/ additional off shoring prospects

Essential Functions

This position is responsible for Utilities Operations outsourced to EXL. Key responsibilities include:
Lead and manage Utilities operations outsourced to EXL
Ensure consistent service delivery in a consultative and solutions-based capacity
Negotiating and finalizing SLA’s with the Client - contract negotiation
Establishing a review/ reporting mechanism with the Client
Should have the ability to pre-empt potential issues and take proactive measures to address them
Strive for high levels of customer satisfaction. Take responsibility to meet and exceeding client SLAs
Provide guidance, supervision and review to Utilities operational teams to ensure that job

responsibilities are met and are in line with Client’s and EXL’s goals and objectives




Develop and manage strong independent relationships with clients at senior positions
Oversee the continuous improvement of processes and the development of the team with the goal to

achieve best practices and optimal output
Lead and coach the team to recruit and retain high caliber staff
Provide coaching, guidance and support, set professional development plans to assist employees to

reach their full potential through the Performance Management process
Review the progress of attrition action plans and check effectiveness

This job may involve some international travel for client meeting and due-diligence & migration of current

processes. Hence, the candidate must possess a valid passport.

Responsibilities: Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. interact with clients and process owner on a regular basis to review progress, recommend action plan and suggest improvement

Qualifications: Graduate 15+ Years

📌 Senior Assistant Vice President Pune
🏢 EXL Service
📍 Pune