EXL Cape Town, Western Cape, South Africa Principal 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 Reduce operation costs Make TBP more effective Build effective process management system Maintain FTE headcount Measure Revenue from the BU vs Target Maintain Gross Margin for the BU Monitor Manpower Efficiency Index (MEI) Ensure client satisfaction on all SLA’s and given parameters Deliver client benefits through innovation and improvements Create plan to deliver efficiency Strengthen operational team and support functions to minimize leakages Partner with transformation team for value delivery Identify transformation opportunities when available Track Customer Satisfaction Survey results vs. Desired Maintain Performance Index Drive improvement through innovation People Management: Develop engagement plan for each employee strata Focus on employee training and development, especially for building domain expertise Review HIPO engagement initiatives regularly Cross-training and skill enhancement to manage high influx of volume Support Line HR and utilize their expertise for people engagement and retention Ensure minimal staff attrition and high engagement levels Track Employee Attrition Rate Track Employee Engagement Surveys Assist industry and BU leadership with strategy for business development and process improvements (including: look for opportunities to deliver additional savings for clients, operational efficiency improvements for both EXL and Client, assistance in business development, reduction in overheads as % of revenues, participation in people development initiatives, process improvement) Deliver USD value to client and USD value to EXL Seniority level Executive Employment type Full-time Job function Other Industries Business Consulting and Services Referrals increase your chances of interviewing at EXL by 2x Get notified about new Vice President Operations jobs in Cape Town, Western Cape, South Africa . We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr