Vice President 1

Basic Function

• 
  Manage the Operational Delivery
• Ensure all migrations are managed seamlessly
• Map peer levels across client organization and establish peer level relationships within the client

organization

• Establishing operational performance goals
• Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for

new/ additional off shoring opportunities

• Put control measures in place to ensure adherence to budget and cost control

Essential Functions

This position is responsible for Utilities Operations outsourced to EXL. Key responsibilities include:

• 
  Lead and manage Utilities operations outsourced to EXL
• Ensure consistent service delivery in a consultative and solutions-based capacity
• Negotiating and finalizing SLA’s with the Client - contract negotiation
• Establishing a review/ reporting mechanism with the Client
• Should have the ability to pre-empt potential issues and take proactive measures to address them
• Strive for high levels of customer satisfaction. Take responsibility to meet and exceeding client SLAs
• Provide guidance, supervision and review to Utilities operational teams to ensure that job

responsibilities are met and are in line with Client’s and EXL’s goals and objectives

• Develop and manage strong independent relationships with clients at senior positions
• Oversee the continuous improvement of processes and the development of the team with the goal to

achieve best practices and optimal output

• Lead and coach the team to recruit and retain high caliber staff
• Provide coaching, guidance and support, set professional development plans to assist employees to

reach their full potential through the Performance Management process

• Review the progress of attrition action plans and check effectiveness