Vice President 1-Back-End/Voice/ Customer Service-Outbound …, Cape Town

EXL Cape Town, Western Cape, South Africa

Principal Accountabilities

Ensure seamless transition and flawless service delivery

Focus on transition with zero impact on service delivery

Focus on efficiencies– leaner, greener, and faster

Focus on Process stabilization&sustained delivery

Reduce operation costs

Make TBP more effective

Build effective process management system

Maintain FTE headcount

Measure Revenue from the BU vs Target

Maintain Gross Margin for the BU

Monitor Manpower Efficiency Index (MEI)

Ensure client satisfaction on all SLA’s and given parameters

Deliver client benefits through innovation and improvements

Create plan to deliver efficiency

Strengthen operational team and support functions to minimize leakages

Partner with transformation team for value delivery

Identify transformation opportunities when available

Track Customer Satisfaction Survey results vs. Desired

Maintain Performance Index

Drive improvement through innovation

People Management: Develop engagement plan for each employee strata

Focus on employee training and development, especially for building domain expertise

Review HIPO engagement initiatives regularly

Cross-training and skill enhancement to manage high influx of volume

Support Line HR and utilize their expertise for people engagement and retention

Ensure minimal staff attrition and high engagement levels

Track Employee Attrition Rate

Track Employee Engagement Surveys

Assist industry and BU leadership with strategy for business development and process improvements (including: look for opportunities to deliver additional savings for clients, operational efficiency improvements for both EXL and Client, assistance in business development, reduction in overheads as % of revenues, participation in people development initiatives, process improvement)

Deliver USD value to client and USD value to EXL

Seniority level Executive

Employment type Full-time

Job function Other

Industries

Business Consulting and Services

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