Description
Role Overview
The SAVP – Travel Domain is responsible for leading, optimizing, and transforming large-scale travel contact centre operations. This role ensures operational excellence, service quality, and compliance while driving automation, travel technology integration, and continuous improvement across multiple customer touchpoints (voice, email, chat). The SAVP will collaborate with global stakeholders, clients, and cross-functional teams to achieve business targets, enhance customer experience, and deliver cost efficiencies.
Candidate must be open to relocate to the Philippines

Responsibilities
Key Responsibilities
A. Operational Leadership
- Able to manage large-scale operations of 300+ team members, ensuring day-to-day performance, productivity, and adherence to goals, while fostering a culture of ownership and accountability across all levels.
- Manage end-to-end corporate travel contact centre operations across multiple geographies, ensuring consistent service delivery and seamless customer experience.
- Ensure achievement of all SLAs and KPIs,



including AHT, FCR, Quality, CSAT/NPS, schedule adherence, contact centre efficiency metrics, and process compliance.
- Drive robust workforce planning, capacity management, queue/volume monitoring, and real-time staffing optimization to maintain operational stability.
- Demonstrate solid command over enterprise-level forecasting models with attention to volume fluctuations, trend analysis, risk identification, and detailed gap-to-target planning.
- Strengthen travel specialist performance through structured governance frameworks, coaching interventions, refresher trainings, and performance accountability mechanisms.
- Implement process standardization, SOP optimization, and automation opportunities to improve accuracy, reduce manual effort, and elevate service quality.
- Lead incident management, business continuity planning (BCP), and operational risk mitigation to ensure uninterrupted service deliver

📌 Senior Assistant Vice President-Business Management (Gurugram)
🏢 EXL
📍 Gurugram