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Assistant Vice President

EXL

Cape Town, Western Cape, South Africa

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About the role

Essential Functions:                                                                                                   

  • Formulation and execution of capacity and staffing plans based on medium term business forecast

  • Negotiating and finalizing SLA’s with the Client - contract negotiation 

  • Implementing revenue and cost plans

  • Establishing a review/ reporting mechanism with the Client

  • Developing and approving incentive plans

  • Identify and champion black belt improvement projects

  • Review the progress of attrition action plans and check effectiveness

  • Provide leadership to team of Managers, Asst. Managers and Executives

  • Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

 

  • The Performance parameters include:

  • Client satisfaction (15%)

  • Revenue and costs (40%)

  • Process Improvement (10%) 

  • Employee satisfaction (10%)

  • Attrition management (25%) 

Any other essential function that may occur from time to time as directed by the Supervisor

 

Primary Internal Interactions:

  • VP Operations.

  • HR & Training (Recruitment, HR & Training)

  • Migrations Team

  • Facilities

  • Technology

  • Process Leadership

  • BD and Marketing

 

Primary External Interactions:

Client Interactions:

  • Business owners

  • Procurement governance

  • Work Force Management team

  • Quality Assurance team 

 

Managing Teams: 

  • Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

  • Developing Strategies: 

  • Creating and implementing strategies to achieve organizational goals, analyzing data, and identifying growth opportunities.

  • Leading Initiatives: 

  • Coordinating with other departments, managing budgets, and ensuring projects are completed on time and within budget.

  • Decision Making: 

  • Making significant decisions that impact the company, evaluating risks and benefits, and consulting with other leaders.

  • Communicating with Stakeholders: 

  • Presenting information, answering questions, and providing updates to employees and customers

  • Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Essential Requirements:

  • Credit Clear and Criminal Clear

Education Requirements:

  • Matric
  • Preferably a Post-Graduate 

 

Work Requirements:

Overall 5 years of work experience in Business Process Off-shoring

Must have 3 years Senior Operations Management / Head Of Operations Experience