Senior Assistant Vice President
EXL IT service management
Location
Noida | India
Job description
Primary Responsibility
Client Relationship Management at the Program level.
Performance Parameters
(Measurable)
- Client Satisfaction. (30%)
- Revenue and costs as per targets fixed. (20%)
- Value Delivery (20%)
- Employee Satisfaction (20%)
- Attrition within norms. (10%)
Role/ Responsibilities
- Define account level strategies, generate meaning client insights and ensure positive client perception
- Capacity planning and staffing plans for the process based on medium term business forecast.
- Negotiating and finalizing SLA's with the Client.
- Contract Negotiation.
- Creating revenue and cost plans for the medium term
- Establishing a review/ reporting mechanism with the Client
- Developing and approving incentive plans.
- Be a Champion for black belt improvement projects.
- Develop case studies, show case the business and participate inbusiness acquisition.
- Review progress of attrition action plans and check effectiveness.
- Provide leadership to team of managers, team leaders and agents.
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
Competencies & Skills
Values & Behavior
:
- Excellent Client facing skills.
- Strong F&A domain expertise
- US Freight industry/O2C exposure
- Capability to prepare and conduct business reviews.
- Excellent
- leadership, people management and communication skills.
- Business perspective and a capability to drive improvement based on benchmarks.
- Capability to prepare budgets, review MIS.
- Good cross-functional appreciation and capability to team with relevant others to drive business objectives.
- Customer Service orientation.
- Performance orientation
- Quality Orientation.
- People oriented.
Job tags
Salary
