Head of Operations

EXL; Cape Town; On-site; ZAR 900,000 - 1,500,000; Full time

Job summary

EXL is seeking an Assistant Vice President of Operations to lead large-scale BPO operations in Cape Town, driving client outcomes, revenue growth, and profitability. The role focuses on workforce strategy, SLA delivery, and high-impact client relationships.

The ideal candidate has a minimum of 3 years in BPO operations leadership and at least 5 years in BPO, with a proven ability to manage costs and operational performance. Insurance BPO experience is a plus.

Qualifications

• Must have BPO operations leadership experience.
• Minimum 5 years BPO experience.
• Strong commercial acumen with ownership of revenue, cost, and profitability targets.
• Experience managing large-scale client relationships and SLA delivery.
• Track record of driving performance and business growth.

Responsibilities

• Lead capacity planning and workforce strategy.
• Oversee service level delivery and client performance.
• Drive revenue growth and profitability management.
• Manage client relationships and contracts.
• Reduce attrition and engage employees.
• Lead managers and multi-level operations teams.

Skills

BPO operations leadership

Revenue & profitability management

Client relationship management

SLA delivery

Process improvement

Team leadership

Job description

Ready to lead large-scale operations, drive profitability, and shape client success?

EXL is seeking a dynamic Assistant Vice President of Operations to lead high-performing BPO operations, delivering exceptional client outcomes while driving revenue growth, operational excellence, and employee engagement.

What You’ll Own:

• Capacity Planning & Workforce Strategy
• Service Level & Client Performance Delivery
• Revenue Growth & Profitability Management
• Client Relationship & Contract Management
• Attrition Reduction & Employee Engagement
• Leadership of Managers and Multi-Level Operations Teams

What We’re Looking For:

• Proven BPO Operations leadership experience for a Minimum of 3 years
• Must have overall 5 years BPO Experience
• Strong commercial acumen with ownership of revenue, cost, and profitability targets
• Experience managing large-scale client relationships and SLA delivery
• Track record of driving performance, process improvement, and business growth
• Insurance BPO experience highly advantageous

Why Join Us?

This is an opportunity to influence strategic business outcomes, lead large operational teams, partner directly with senior clients, and play a key role in shaping the future of a growing operation.