Manage the Operational Delivery , Monitor and analyze operational metrics to identify areas for improvement and to make data-driven decisions, Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
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
This job may involve some international travel for client meeting and due-diligence & migration of new
processes. Hence, the candidate must possess a valid passport.
