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 recent/ additional off shoring opportunities

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

📌 Senior Assistant Vice President (Pune)
🏢 EXL
📍 Pune