Vice President Operations - Travel Account

Job Description: VP – Emerging Business

EXL is a New York-based publicly traded an operations management and analytics company that helps businesses enhance revenue growth and improve profitability. Using proprietary platforms, methodologies, and our full range of digital capabilities, we look deeper to help companies transform their businesses, functions and operations, to help them deliver better customer experience and business outcomes, while managing risk and compliance. We serve our customers in the insurance, healthcare, travel, transportation and logistics, banking and financial services and utilities industries, among others. We have approximately 45,000 professionals in locations throughout the United States, Europe, Asia (primarily India and the Philippines), Latin America, Australia and South Africa.

Responsibilities:

Leads at least 5 to 7 small to large client operations/ programs within the Philippines and possibly other geos

Serve as primary client day-to-day contact and ensures client requirements are defined and met, this holds true for all contractual SLAs, KPIs and specific Client goals which may not explicitly be mentioned in the contract but must be aligned with client

Provides thought leadership and delivers business insights to identify and resolve complex issues critical to their clients’ success

Owns the overall problem definition, structuring and execution of the project, with on time delivery, ensuring all technology and transition project goals are met

Manages cross-functional team members and subject matter experts, including definition of objectives, oversight of execution and evaluation of performance

Interacts regularly with senior EXL partners and Client stakeholders to ensure project is meeting its objectives and solicit feedback on project deliverables

Assists in maintaining ongoing relationship with the client and identifies future engagement opportunities.

Actively contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff

Track risks and development risk mitigation and risk avoidance strategies

Train, develop and manage a team of leaders with varying degrees of experience by developing and executing on individual professional development plans for each team members

Appropriately manage severity exposures in a timely manner, including but not limited to early identification and reporting of a severity exposure, and the development and execution of investigation, evaluation, and resolution strategies.

Works towards driving Surprise-free operations

Adhere to all statutory and regulatory requirements, fair debt practices and local compliance requirements, including licensing

Lead and or participates in client discussions during due diligence and implementation phase to articulate specific operational requirements for Operational setup and steady state deployment

Ability to use metrics and data to drive and assure continuous improvement and increased efficiencies

Work collaboratively with internal and external stakeholders to understand and address constraints promptly, ensuring teams are empowered to execute and deliver to established expectation

Promote a flexible engagement environment that can handle changes in direction while maintaining focus on delivering value for the client Individual will be expected to anticipate and identify issues that will inhibit attainment of goals and proactively solve those problems. She/he will also coordinate resolution of issues through the use of change management and consensus building.

Oversee program invoicing, cost measures and profitability and ensures that his/her book of business(es) meets and achieves budgeted financial targets.

Manages and leads projects and transformation initiatives in the vertical globally in alignment with set financial and business targets for the year.

Must carry a mindset of creating value for Clients through transformation, cannibalization of revenue to ensure long term Client partnership

Must be amendable to work out of multiple sites and travel to EXL/Client locations as needed

Requirements

Minimum 20 years of experience in BPO industry

Minimum 10 years of experience leading and managing Travel, Transportation and/or Utilities in progressively increasing leadership roles.

Collections experience in Banking & financial services space

Must already be managing 3 to 5 large Client relationships with a FTE base of 800 or more

Innovative and creative leadership skills. Ability to lead & manage in a proactive and engaged manner

Strong management skills. Exceptional ability to build sustainable relationships quickly and to hold people accountable

Bachelor’s Degree required, other advanced degree or designation a plus

Exceptional power point building and presentation skills.

Ability to translate problem statements to creative solutions that work

Experience in managing cross functional global teams

Must be able to demonstrate execution of actions plans created to address specific/complex situations