Assistant Vice President - Digital Ops Transformation

ExlService Holdings, Inc.; India; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

ExlService Holdings, Inc. is seeking an AVP to lead its Digital Operations Transformation practice, driving end-to-end BPM improvements across client journeys.

You will own project delivery from scoping to benefits sign-off and collaborate with client ops teams, DE and AI Solutions partners, while guiding a cross-functional delivery team. The ideal candidate will bring 10+ years of transformation experience, Six Sigma excellence, and hands-on deployment of Lean/Six Sigma, DMAIC, and robotic

Qualifications

• Bachelor's degree in any discipline; MBA or postgraduate qualification preferred.
• 10+ years in business transformation, process excellence, and operations management in BPM/ITES environments.
• Senior client engagement experience with Director/VP level stakeholders.

Responsibilities

• Lead end-to-end delivery of transformation projects from scoping to benefits sign-off.
• Develop detailed project plans, timelines, risk registers, and governance cadences.
• Manage cross-functional project teams and present progress to clients and leadership.
• Identify automation and digital improvement opportunities; drive RPA, AI/GenAI deployments.

Skills

RPA platforms

Process mining

Analytics visualization

AI & GenAI

Workflow & BPM

Integration (ETL/API)

Project management tools

Education

Bachelor's degree

MBA or postgraduate qualification

Tools

UiPath

Automation Anywhere

Blue Prism

Celonis

Signavio

Minit

Power BI

Tableau

Qlik

Jira

Smartsheet

Microsoft Project

Trello

Asana

Job description

Trending

Job Info

• Job Identification 18254
• Posting Date 08/18/2026, 08:00 AM
• Job Role Business Process & Service Excellence -Process Excellence
• Experience (In Years) 9-12
• Job Location Pune or Gurgaon

Job Description

EXL is seeking an AVP to join its newly established Digital Operations Transformation practice - a high-energy, execution-focused leadership role sitting at the centre of EXL's transformation delivery capability. Reporting to the Senior AVP (D2), this role is responsible for end-to-end project leadership and delivery of complex transformation programmes across a portfolio of BPM clients.

The AVP will own the delivery of transformation initiatives spanning process excellence, digital automation, AI embedding, and analytics-driven improvement - working closely with client operations teams and EXL's DE and AI Solutions partners. The ideal candidate is equally comfortable running a Six Sigma improvement project, contributing to client-facing solution design, and managing a cross-functional digital delivery team.

Responsibilities

• Own end-to-end delivery of transformation projects - from scoping and diagnostics through design, implementation, and benefits sign-off
• Build and manage detailed project plans, timelines, risk registers, and governance cadence; proactively manage deviations
• Lead cross-functional project teams, ensuring clarity of ownership, accountability, and delivery pace
• Prepare and present progress reports and steering updates for client and internal leadership

Process Excellence & Continuous Improvement

• Lead DMAIC and Lean improvement projects, applying Six Sigma rigour to opportunity identification, root-cause analysis, and solution design
• Conduct operational assessments - evaluating client workflows, systems, and KPIs to surface efficiency and quality opportunities
• Develop and sustain continuous improvement frameworks within client operations, building a healthy pipeline of improvement initiatives
• Identify automation and digital improvement opportunities across client processes; develop business cases and lead implementation
• Manage RPA, AI/GenAI, and process intelligence deployments in collaboration with EXL's technology and solutions teams
• Stay current on automation, AI, and digital tooling relevant to BPM operations; bring practical recommendations to clients and the Senior AVP

Client-Facing Solution & Product Contribution

• Support and contribute to the design of client-facing transformation solutions - participating in requirements gathering, solution design workshops, and UAT
• Work with clients to validate solution designs and ensure they are grounded in operational reality
• Build reusable assets (playbooks, toolkits, templates) that accelerate delivery and raise solution quality across the practice

Data-Driven Insights & Analytics

• Utilize process mining, advanced analytics, and data visualization tools to generate insights that drive transformation priorities
• Develop journey maps, value stream maps, and data narratives to communicate client challenges and opportunities clearly
• Track and report transformation benefits realization against committed KPIs and agreed baselines

Stakeholder Management & Change Management

• Build strong working relationships with client operations teams, engaging regularly at Director and VP level
• Drive change management and adoption - stakeholder communication plans, training design, and embedding transformed ways of working
• Support the Senior AVP in strategic client interactions and executive-level programme governance

Team Contribution & Knowledge Sharing

• Mentor junior team members, analysts, and associates; actively contribute to team capability development
• Contribute to practice-building - methodologies, case studies, and point-of-view documents that strengthen the Digital Ops Transformation brand
• Actively share knowledge and best practices across the Digital Ops Transformation team

Qualifications

Essential – Mandatory Criteria

Education

• Bachelor's degree (any discipline); MBA or postgraduate qualification preferred

Experience

• 10+ years of experience in business transformation, process excellence, and operations management, predominantly in BPO/BPM/ITES environments
• Proven track record of independently leading and delivering transformation projects with measurable, validated business impact
• Experience managing cross-functional project teams and coordinating delivery across multiple stakeholder groups
• Senior client engagement experience - confident operating with client Director and VP-level stakeholders
• Domain knowledge across at least three of: Banking & Capital Markets | Utilities (Water & Gas) | Airlines & Travel | Transport, Shipping & Logistics
• Demonstrable portfolio of certified Six Sigma and Lean projects with quantified, validated savings
• Hands-on experience deploying Lean/Six Sigma, Kaizen, and DMAIC frameworks in live BPM operational environments

Technical & Digital Skills

• RPA Platforms:UiPath, Automation Anywhere, Blue Prism, or equivalent - requirements definition and bot deployment experience
• Process Mining:Celonis, Signavio, Minit, or similar - independently able to run process discovery and analysis
• Analytics & Visualisation:Power BI, Tableau, Qlik, or equivalent - able to build and present insightful dashboards and narratives
• AI & GenAI:Working knowledge of AI/GenAI capabilities and their application in operations management
• Workflow & BPM:Experience configuring and managing workflow and BPM platforms
• Integration:Functional understanding of ETL processes and API integrations
• Project Management:Jira, Smartsheet, Microsoft Project, Trello, Asana, or similar - project-level governance

Soft Skills

• Strong project leadership - structured, delivery-oriented, able to maintain momentum across complex workstreams
• Clear, confident communicator - translates technical and analytical outputs into business-readable insights for senior stakeholders
• Analytical and structured problem-solver; comfortable with ambiguity, able to design solutions from first principles
• Collaborative team player with the ability to influence without authority across matrixed organizations
• Six Sigma Master Black Belt certification or active progression towards it
• Exposure to client-facing product or solution design - co-developing a repeatable tool, framework, or product with or for a client
• Certification in digital transformation, design thinking, or agile methodologies
• Exposure to voice / contact centre operational environments

Required Skills

• Attention To Consistency
• Computer-based Applications and Computer Operations