Assistant Vice President

Essential Functions

· Formulation and execution of capacity and staffing plans based on medium term business forecast

· Negotiating and finalizing SLA’s with the Client - contract negotiation

· Implementing revenue and cost plans

· Establishing a review/ reporting mechanism with the Client

· Developing and approving incentive plans

· Identify and champion black belt improvement projects

· Review the progress of attrition action plans and check effectiveness

· Provide leadership to team of Managers, Asst. Managers and Executives

· Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

Performance parameters 

The primary responsibility of this role is to oversee the day to day operations which include, but is not limited to: ·

 Capacity Planning · Adherence to Service Levels · Revenue Realization · Profitability Essential Functions · Formulation and execution of capacity and staffing plans based on medium term business forecast · Negotiating and finalizing SLA’s with the Client - contract negotiation · Implementing revenue and cost plans · Establishing a review/ reporting mechanism with the Client · Developing and approving incentive plans · Identify and champion black belt improvement projects · Review the progress of attrition action plans and check effectiveness · Provide leadership to team of Managers, Asst. Managers and Executives · Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc. 

The Performance parameters include: · 

Client satisfaction (15%) 

Revenue and costs (40%)

Process Improvement (10%) 

mployee satisfaction (10%) 

Attrition management (25%)

The weightages may change from time to time depending on business requirements Any other essential function that may occur from time to time as directed by the Supervisor Primary 

Internal Interactions · VP Operations. · HR & Training (Recruitment, HR & Training) · Migrations Team · Facilities · Technology · Process Leadership · BD and Marketing

Primary External Interactions Client Interactions: · Business owners · Procurement governance · Work Force Management team · Quality Assurance team

Managing Teams:· Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

Developing Strategies:· Creating and implementing strategies to achieve organizational goals, analyzing data, and

Identifying growth opportunities.· Leading Initiatives:· Coordinating with other departments, managing budgets, and ensuring projects are completed

on time and within budget.

Decision Making:· Making significant decisions that impact the company, evaluating risks and benefits, and

consulting with other leaders.

Communicating with Stakeholders:· Presenting information, answering questions, and providing updates to employees and customers

Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Competencies & Skills

· People management and leadership skills.

· Capability to conduct an appraisal discussion Capability to communicate with large teams.

· Appreciation of the domain needs of the process and its key drivers.

· Reasonable level of business perspective regarding the internal functioning of BPO/EXL.

· Good Client facing skills.

Values & Behavior

· Output driven mindset, determined, resilient, perseverant and persistent

· Customer Service Orientation

· Quality Orientation

· People & performance oriented

Education Requirements

· Graduation from a University or Government-recognised private college degree program or 

· 5 Years of education including a diploma of three (3) years or more from a Government registered and nationally recognized educational institution. · Preferably a Post Graduate

Work Experience Requirements

Overall 5 years of work experience in Business Process Off-shoring. Should have at least 3 years of

supervisory experience in insurance business, preferably in the U

In alignment with the Employment Equity Act, preference will be given to applicants in aligned with our EE targets