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Senior Vice President – Voice Business and Helpdesk

2 months ago

Pune, India Exela Technologies Full time

About Exela

Exela Technologies is a business process automation (BPA) leader, leveraging a global footprint

and proprietary technology to provide digital transformation solutions enhancing quality,

productivity, and end-user experience. With decades of experience operating mission-critical

processes, Exela serves a growing roster of more than 4,000 customers throughout 50 countries,

including over 60% of the Fortune® 100.

Utilizing foundational technologies spanning information management, workflow automation,

and integrated communications, Exela’s software and services include multi-industry,

departmental solution suites addressing finance and accounting, human capital management,

and legal management, as well as industry-specific solutions for banking, healthcare, insurance,

and the public sector. Through cloud-enabled platforms, built on a configurable stack of

automation modules, and approximately 13,100 employees operating in 21 countries, Exela

rapidly deploys integrated technology and operations as an end-to-end digital journey partner.


Why Exela?

A global, public company (Nasdaq: XELA), the people behind Exela are as important as the

company itself. Our team’s extensive experience across multiple industry verticals give us a

better sense of our clients' needs. That begins with teams comprised of individuals from diverse

backgrounds with different perspectives.


Join our global team as we create advancements in business process automation solutions that

impact our client’s mission-critical operations across the industries they serve. The diversity of

our workforce and their inspiring ideas resonate throughout all that we do – don’t just read

about digital transformation, be part of the revolution



Job Description:

The Senior Vice President (SVP) - Voice Business will be responsible for overseeing the strategic

direction, growth, and profitability of the Voice Line of Business (LOB), including customer

service, helpdesk operations, and related voice-driven services. This executive will focus on

expanding the client base, optimizing service delivery, and driving revenue growth through

innovative solutions, business development, and an effective go-to-market (GTM) strategy. The

SVP will collaborate closely with leadership to achieve the company’s business objectives and

ensure the voice business aligns with broader organizational goals.


Key Responsibilities:

1. Strategic Leadership:

  • Define and implement a comprehensive strategy for the Voice LOB, including helpdesk

operations, focusing on growth, operational efficiency, and customer satisfaction.

  • Develop and execute business plans that align with corporate objectives, driving expansion

and increased profitability.

  • Monitor industry trends and competitor activities to identify growth opportunities and stay

competitive.

2. Business Development & Revenue Growth:

  • Lead efforts to identify and secure new business opportunities, particularly in voice-driven

services such as helpdesk, customer support, and technical assistance.

  • Build and maintain relationships with potential clients, partners, and stakeholders to expand
  • the business portfolio.
  • Drive top-line growth by diversifying services and offerings in the Voice LOB.
  • Support sales through "farming" & "hunting" strategies (nurturing
  • existing customers & acquiring new ones)


3. Go-to-Market (GTM) Strategy:

  • Develop and execute a go-to-market (GTM) strategy for the Voice LOB, ensuring the

successful launch of new services and solutions.

  • Collaborate with sales, marketing, and product teams to ensure alignment and readiness for

market entry.

  • Analyze market needs and customer pain points to position the company's voice and

helpdesk offerings as industry-leading solutions.

  • Create compelling value propositions and messaging to attract and convert potential

customers.

  • Develop pricing strategies, promotional plans, and sales enablement tools to drive effective

market penetration and revenue growth.

4. Operations Management:

  • Oversee daily operations of the Voice LOB, ensuring service excellence and efficient delivery

of services.

  • Continuously improve operational processes, including workforce optimization, technology

utilization, and quality control.

  • Ensure that the helpdesk services meet industry standards and client expectations, focusing

on KPIs such as first-call resolution, customer satisfaction, and operational costs.

5. Team Leadership & Development:

  • Build, lead, and mentor a high-performing team of professionals across various levels in the

voice and helpdesk operations.

  • Foster a culture of innovation, accountability, and continuous improvement.

Identify skill gaps and provide opportunities for employee development to build capabilities

in line with business growth.

6. Client Relationship Management:

  • Act as the primary point of contact for key clients in the Voice LOB, ensuring strong client

relationships and addressing any service or performance concerns.

  • Work closely with account management teams to ensure client needs are understood and

met.

7. Financial & Performance Metrics:

  • Develop and manage the Voice LOB budget, ensuring financial objectives are met and cost-

saving opportunities are realized.

  • Track and report on the performance of the Voice LOB, utilizing metrics such as revenue

growth, profitability, and customer satisfaction.

  • Identify and implement strategies for cost control and margin improvement.

8. Cross-functional Collaboration:

  • Collaborate with other departments, such as IT, marketing, HR, and sales, to support voice

business initiatives and align with overall company objectives.

  • Work with the product development team to innovate new service offerings or improve

existing ones in response to client needs or market demand.

Key Qualifications:

  • Bachelor’s degree in Business, Management, or a related field (Master’s preferred).
  • 15+ years of experience in the voice services industry, including helpdesk or contact center

management.

  • Proven track record of driving business growth and securing new business in the voice

services sector.

  • Strong leadership, team management, and organizational skills.

Excellent communication, negotiation, and client relationship management abilities.

  • Experience with P&L management, budgeting, and financial performance tracking.

In-depth knowledge of industry trends, regulatory requirements, and best practices in voice-

driven services.

  • Demonstrated experience in developing and executing successful go-to-market (GTM)

strategies.

  • Strong problem-solving and decision-making abilities, with a focus on operational efficiency

and customer service excellence.


Preferred Skills:

  • Experience working with global teams and managing large-scale operations.
  • Expertise in leveraging technology and automation in voice business processes.
  • Develop and deploy sales and support bots to engage customers, qualify leads, and provide

assistance.

  • Implement workflow automation, process automation, and RPA to streamline repetitive tasks

and optimize processes.

  • Familiarity with CRM systems, voice analytics, and performance tracking tools.

What We Offer

  • Competitive salary and performance-based bonuses.
  • Health and wellness benefits.
  • Opportunity to work in a dynamic and fast-growing environment with a focus on innovation

and excellence.