Essential Functions

- Define and execute the Quality Excellence strategy for BCM, DIG, and Travel portfolios, aligned with business priorities, client commitments, regulatory expectations, and customer outcomes.
- Own the operating effectiveness of quality assurance and quality control frameworks, including risk-based sampling, transaction monitoring, calibration, root-cause analysis, corrective action, and governance.
- Lead, develop, and succession-plan a high-performing Quality organization spanning Assistant Managers, Managers, Senior Managers, Quality Leads, and analysts across locations.
- Establish performance scorecards and executive governance for quality, effectiveness, compliance, customer experience, defect reduction, productivity, and benefit realization; intervene decisively where performance is off track.
- Sponsor and govern a portfolio of Lean Six Sigma, automation, digital quality, analytics, and process-reengineering initiatives from opportunity identification through sustained control and verified business impact.
- Partner with Operations, Transformation, Risk, Compliance, Training, Technology,



and client leadership to resolve systemic issues and embed preventive controls across customer journeys and servicing processes.
- Provide subject-matter leadership for BCM processes such as banking operations, lending, cards, payments, collections, fraud and financial-crime controls, and capital-markets operations, together with Travel servicing across voice, digital, and back-office channels.
- Lead quality solutioning for transitions, recent-client launches, RFPs/RFIs, due diligence, and transformation proposals, ensuring scalable controls, appropriate resourcing, and measurable value propositions.
- Drive standardization, best-practice replication, audit readiness, and adherence to internal policies, client requirements, applicable regulations, and relevant ISO or quality-management standards.
- Own Quality workforce planning, capability building, budget management, and resource allocation for the assigned portfolio, balancing control effectiveness with commercial discipline.

📌 Assistant Vice President (Gurugram)
🏢 EXL Talent Acquisition Team
📍 Gurugram