Operational Leadership
Own end-to-end delivery of back-office operations across multiple processes/functions
Ensure adherence to SLAs, KPIs, and regulatory/compliance requirements
Drive operational stability, risk mitigation, and issue resolution
Lead capacity planning, workforce optimization, and productivity improvement initiatives
Process Excellence & Transformation
Identify opportunities for process re-engineering, automation, and digitization
Lead Lean, Six Sigma, and continuous improvement initiatives to reduce cost and errors
Partner with technology, analytics, and transformation teams to scale solutions
Deliver measurable perks such as FTE savings, cycle time reduction, and defect reduction
Stakeholder & Client Management
Act as the primary escalation point for senior internal and external stakeholders
Present performance insights, risks, and improvement plans to leadership and clients
Translate business requirements into operational execution plans
Build strong cross‑functional partnerships (IT, Risk, Compliance, HR, Finance)
People & Capability Management
Lead, coach,
and develop senior managers and operations leaders
Build high‑performing, customer‑centric teams with strong governance and accountability
Drive engagement, talent development, succession planning, and attrition management
Foster a culture of ownership, discipline, and continuous improvement
Governance, Risk & Compliance
Ensure compliance with regulatory, audit, and internal control requirements
Own operational risk management, including incident management and remediation
Support internal/external audits and implement corrective actions
Ensure data privacy, information security, and business continuity adherence
Key Metrics & Outcomes
SLA and KPI achievement (Productivity, Quality, TAT, Accuracy)
Cost optimization and efficiency gains (FTE savings, automation benefits)
Reduction in customer complaints, rework, and operational risk events
Employee engagement, leadership strength, and talen
📌 Assistant Vice President (Pune)
🏢 EXL
📍 Pune