Primary Responsibility
Increase share of wallet and profitability through operational excellence and relationship management while ensuring strong service delivery.
Performance Parameters
• Revenue and profitability (40%)
• Alignment of operational capabilities to meet and exceed client expectations in a cost-efficient manner (20%)
• Organizational development through a values-based culture with solid management capability (20%)
• Development of breakthrough solutions for attrition control and employee satisfaction (20%)

Role Responsibilities
• Provide leadership to develop a high-performance management culture.
• Encourage innovation and creativity while institutionalizing processes and systems to ensure compliance with established procedures and standards.
• Provide leadership to instill operational rigor, ensuring high levels of SLA achievement and strong client service orientation.
• Regularly review operational performance, financial performance, attrition, and ESAT performance, and lead the development and execution of action plans.




• Attract and nurture leadership talent, while developing and implementing succession plans for all direct reports.
• Attend all business reviews and take ownership of associated action plans.
• Establish and maintain strong relationships with clients, with the ability to influence decision-making at the client end.
• Partner with the client's offshore services organization to implement best practices and align actions with client objectives.

Experience
• International exposure to a customer service environment.
• Experience in the financial services sector.
• Proven experience managing large-scale operations at a leadership level; BPO experience is preferred.
• 15+ years of overall work experience, with at least 10+ years in leadership positions.
• Experience in back-office transaction processing, preferably in Group Insurance and Life & Annuities processes.

Skills & Capabilities
A balanced mix of technical, business, and lead

📌 VP - Group/L&A Insurance Operations (Noida)
🏢 EXL
📍 Noida