Vice President 1-Back-End/Voice/ Customer Service-Outbound Customer Service

EXL; Cape Town; On-site; ZAR 1,100,000 - 1,500,000; Full time

Job summary

A prominent business consulting firm in Cape Town is seeking a Vice President of Operations. This executive-level position focuses on ensuring seamless service delivery, optimizing operations for efficiency, and managing employee engagement and development. Ideal candidates will have strong experience in process improvements and business development strategies. The role is full-time and involves significant operational responsibility.

Qualifications

• Experience in managing operations with a consistent focus on efficiency and client satisfaction.
• Strong abilities in people management and employee engagement.
• Expertise in business development and process improvements.

Responsibilities

• Ensure flawless service delivery and process stabilization.
• Focus on cost reduction and efficiency improvements.
• Engage with teams to develop employee training and retention strategies.

Job description

EXL Cape Town, Western Cape, South Africa

Principal Accountabilities

• Ensure seamless transition and flawless service delivery
• Focus on transition with zero impact on service delivery
• Focus on efficiencies – leaner, greener, and faster
• Focus on Process stabilization & sustained delivery
• Reduce operation costs
• Make TBP more effective
• Build effective process management system
• Maintain FTE headcount
• Measure Revenue from the BU vs Target
• Maintain Gross Margin for the BU
• Monitor Manpower Efficiency Index (MEI)
• Ensure client satisfaction on all SLA’s and given parameters
• Deliver client benefits through innovation and improvements
• Create plan to deliver efficiency
• Strengthen operational team and support functions to minimize leakages
• Partner with transformation team for value delivery
• Identify transformation opportunities when available
• Track Customer Satisfaction Survey results vs. Desired
• Maintain Performance Index
• Drive improvement through innovation
• People Management: Develop engagement plan for each employee strata
• Focus on employee training and development, especially for building domain expertise
• Review HIPO engagement initiatives regularly
• Cross-training and skill enhancement to manage high influx of volume
• Support Line HR and utilize their expertise for people engagement and retention
• Ensure minimal staff attrition and high engagement levels
• Track Employee Attrition Rate
• Track Employee Engagement Surveys
• Assist industry and BU leadership with strategy for business development and process improvements (including: look for opportunities to deliver additional savings for clients, operational efficiency improvements for both EXL and Client, assistance in business development, reduction in overheads as % of revenues, participation in people development initiatives, process improvement)
• Deliver USD value to client and USD value to EXL

Seniority level

Executive

Employment type

Full-time

Job function

Other

Industries

• Business Consulting and Services

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