Vice President Operations

Exl; Cape Town; On-site; ZAR 1,200,000 - 1,600,000; Full time

Job summary

A leading company in Cape Town is seeking a Vice President of Operations to oversee the claims operation. The role involves strategic planning, enhancing service delivery, and managing client relationships. Ideal candidates should have extensive experience in the BPO industry and strong leadership skills to drive operational efficiency and employee engagement.

Qualifications

• Minimum 10 years of experience in the BPO industry.
• At least 3 years in a Vice President role.

Responsibilities

• Plan, develop, and execute operational strategy for claims operations.
• Ensure seamless transition and service delivery.
• Focus on employee training and development.

Skills

Decision-Making

Analytical Skills

Education

Graduation in any field

Post-Graduation preferred

Job description

EXL Cape Town, Western Cape, South Africa

Vice President Operations

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Plan, develop, and execute the operational strategy for the claims operation to ensure seamless transition, client satisfaction, employee satisfaction, transformation, revenue growth, and profitability.

Focus on building claims domain expertise, ensuring seamless transition and service delivery, revenue management, and operational planning.

Basic Functions :

Experience managing claims operations

Client relationship management

Managing large contact centers

Ensure seamless transition and flawless service delivery

Focus on transition with 'Zero' impact on service delivery

Enhance efficiencies — leaner, greener, faster

Reduce operation costs

Make TBP more effective

Build effective process management systems

Ensure client satisfaction on all SLAs and parameters

Deliver client benefits through innovation and improvements

Strengthen operational teams and support functions to minimize leakages

Partner with transformation team for value delivery

Identify transformation opportunities

Develop engagement plans for each employee segment

Focus on employee training and development, especially in building domain expertise

Implement cross-training and skill enhancement for managing high volume influx

Support Line HR and leverage their expertise for people engagement and retention

Ensure minimal staff attrition and high engagement levels

Assist industry and BU leadership in strategy development for business growth and process improvements

Maintain customer experience during transitions with zero service impact

Partner with HR to strengthen people practices and capacity augmentation

Work on strategic priorities such as delivering additional client savings, operational efficiency improvements, and overhead reduction as a percentage of revenues

Requirements :

Minimum 10 years of experience in the BPO industry

At least 3 years in a Vice President role

Graduation in any field; post-graduation preferred

Strong decision-making and analytical skills

Seniority level

Director

Employment type

Full-time

Job function

Customer Service, Management, Business Development

Telecommunications and Consumer Services

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