About this role
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
Reducing operation costs
Make TBP more effective
Build effective process management system
FTE headcount Revenue from the BU Vs. Target Gross Margin for the BU MEI (Manpower Efficiency Index) Ensure client satisfaction on all SLA’s and given parameters Deliver on client benefits through innovation and improvements Create plan to deliver efficiency Strengthen operational team as well as support functions to minimize leakages Partner with transformation team for value delivery Identify transformation opportunities where available Customer Satisfaction Survey results Vs. Desired Performance Index Improvement through Innovation People management Engagement plan for each strata of employees Focus on employee training and development, esp. wrt to building domain expertise HIPO engagement initiatives to be reviewed regularly Cross training and skill enhancement for managing high influx of volume Support to Line HR and utilize their expertise more from a people engagement and retention perspective Ensure minimal staff attrition and high levels of engagement Employee Attrition Rate Employee Engagement Surveys Provide assistance to industry and BU leadership for development of strategies for business development and process improvements Working on Strategic Priorities such as (but not limited to): Look for opportunities to deliver additional savings for the clients Deliver operational efficiency improvements for both EXL and Client Assistance in business development as and when required Reduction in Overheads as % of Revenues Participation in people development initiatives Process improvement USD value delivered to Client. USD value delivered to EXL
4. MAJOR CHALLENGES Focus on customer experience as the business is transitioned with zero impact on service delivery Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively 5. KEY DECISIONS Decisions you make by yourself Strategic improvement for process delivery People/management rationalization 6. INTERACTIONS Internal Interaction Job Role you need to interact with Internally in the organization to enable success in your day to day work Business HR Team Corporate HR for staffing, internal movement, training, learning and development Finance Team Facilities Team External Interactions Job Role you need to interact with outside the organization to enable success in your day to day work Clients 7. DIMENSIONS Financial Dimensions Managing the revenue and profitability
• Minimum qualification: Matric (Grade 12) • Background screening: Candidates must successfully pass all required background verification checks • Education: A relevant undergraduate or postgraduate degree is preferred • Experience: Minimum of 10 years’ experience within the BPO industry, including a demonstrated track record in a leadership role • Domain expertise: Proven experience within the Insurance domain is essential
In alignment with the Employment Equity Act, preference will be given to applicants aligned with our EE targets