Assistant Vice President
EXL South Africa · Cape Town, Western Cape
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Start free — we apply for you →Responsibilities
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.
Qualifications
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