AVP Operations

2 weeks ago

Manila, National Capital Region, Philippines EXL Service Philippines Full time
  • This full-time position is accountable for owning the assigned business portfolio from Service delivery, People management, financial metrics and supporting larger Business unit goals.
  • Manage a team of management resources and drive overall performance for his/her team.
  • Responsible for supervisory support through Leading, monitoring and delivering results as per Service Level Agreement targets / timelines.
  • Steer process meetings / calls to a logical conclusion.
  • Analyze data and come up with recommendable action to meet and exceed performance requirement. Recommend necessary process changes to improve team performance.
  • Collaborate with support and enabling teams to ensure service delivery that will benefit the program. Collaborate and maintain excellent relationship with the clients.
Performance Parameters
  • Service Levels– as per agreed KPI's
  • Attrition and absenteeism - as per agreed KPI's
  • Quality and productivity Improvement - as per agreed KPI's
  • Customer Satisfaction - as per agreed KPI's
  • Level of subject matter expertise - as per agreed KPI's

Primary Internal responsibilities / interactions

  • Responsible and accountable for daily management of process to ensure performance management and metric management.
  • Development of performance goals for direct reports
  • Interacts frequently with key contacts among the client base
  • Coordinate with different EXL teams to ensure success of the process and provide necessary support for RFPs
  • Must possess overall superior communication skills
  • Facilitate Weekly, Monthly, Quarterly business reviews
  • Will be called upon to represent the business on behalf of VP / Sr. AVP as it applies.

Technical Skills

The role requires a good understanding on the BPO industry from a cross-functional perspective, especially operations, financials, and migrations. In addition, a good understanding of pricing and technology is required.

Great working knowledge MS Word - ability to create documents, presentations, excel based deployment models, solution presentations and workflow charts in Visio.

Process Specific Skills

Deep knowledge of the Financial (capital market / investment / brokerage), Services businesses.

Soft Skills (Minimum)

Stellar communication skills are essential – the role requires articulating out responses in a manner that makes the overall proposal compelling.

Ability to see the big picture in creating an innovative response. The role requires ability to clearly understand of client needs and finding solutions that help the client.

Education Requirements

  • Graduate in any stream

Work Experience and Other Requirements

  • Minimum of 10 years total experience in Business Process Off-shoring
  • Candidates should have at least two years of experience as AVP / equivalent role
  • Must possess strong decision making and accountability skills
  • Knowledgeable of best practices within a service-oriented sales environment
  • Demonstrated ability to achieve goals through the management of individual performance objectives
  • Must be effective while working both individually and as part of a team
Your application will include the following questions:

What's your expected monthly basic salary?

EXL Service (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.

Visit our Recruitment Offices:

MANILA

6/F One E-Com Center, Mall of Asia Complex, Pasay, Metro Manila

ALABANG

CEBU

10/F 2Quad Building, Cardinal Rosales Avenue, Cebu Business Park, Cebu City

Choose to be Social:

Facebook:

Twitter: @exlphilippines

Instagram: @exlphilippines

LinkedIn: EXL Philippines

EXL Service (Nasdaq:EXLS) is a recognized business solutions provider. EXL's service offerings are aligned to provide a competitive edge to its clients by transforming and outsourcing business processes. While outsourcing involves providing a full spectrum of business process services from offshore delivery centres that require ongoing process management skills, transformation services enable continuous improvement of client processes by bringing together EXL's capabilities in reengineering including six sigma process improvement, research & analytics, and risk advisory services.

Visit our Recruitment Offices:

MANILA

6/F One E-Com Center, Mall of Asia Complex, Pasay, Metro Manila

ALABANG

CEBU

10/F 2Quad Building, Cardinal Rosales Avenue, Cebu Business Park, Cebu City

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