Assistant Vice President

EXL Talent Acquisition Team; Cape Town; On-site; ZAR 900,000 - 1,200,000; Full time

Job summary

EXL is seeking a Senior Operations leader in Cape Town to drive capacity planning, staffing and budgeted targets. You will oversee Managers and Executives, ensure client SLA compliance, and steer improvement initiatives while maintaining SOX/ISO standards. Strong leadership and governance experience are essential.

The role requires 3+ years in Senior Operations Management, 5 years in Business Process Off-shoring, and a proven track record in delivering on revenue and cost plans.

Qualifications

• 5 years of work experience in Business Process Off-shoring.
• Must have 3 years Senior Operations Management / Head Of Operations experience.
• Credit Clear and Criminal Clear.
• Matric and preferably a Post-Graduate.

Responsibilities

• Formulation and execution of capacity and staffing plans based on medium term business forecast.
• Negotiating and finalizing SLAs 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 continuous improvement initiatives.
• Provide leadership to team of Managers, Assistant Managers and Executives.
• Ensure compliance to internal and client requirements such as SOX, BS7799, ISO.

Education

Matric

Post-Graduate preferred

Job description

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

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

• 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

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit www.exlservice.com .

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.