Assistant Vice President

Job Description

Job Description

Position Title, Responsibility Level

AVP

Function

P&C BPO

Reports to

VP Ops

Permanent/ Temporary

Permanent

Span of Control

100+ including Managers, Leads and AMs

Location

Pune

Basic Function

- Manage the Operational Delivery
- Map peer levels across client organization and establish peer level relationships within the client organization
- Establishing operational performance goals
- Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities
- Put control measures in place to ensure adherence to budget and cost control

Essential Functions

This position is responsible for F&A Operations outsourced to EXL by clients in US. Key responsibilities include:

- Lead and manage operations outsourced to EXL
- Ensure consistent service delivery in a consultative and solutions-based capacity
- Should have the ability to preempt potential issues and take proactive measures to address them
- Should have the ability to preempt and escalate any issues pertaining to clients in a non-confrontational manner.
- Strive for high levels of customer satisfaction. Take responsibility to meet and exceeding client SLAs
- Develop sound value based solutions and apply technical knowledge and strategic thinking in client delivery
- Provide guidance, supervision and review the operational teams to ensure that job responsibilities are met and are in line with Client's and EXL's goals and objectives
- Develop and manage strong independent relationships with clients at senior positions
- Oversee the continuous improvement of processes and the development of the team with the goal to achieve best practices and optimal output
- Lead and coach the team to recruit and retain high caliber staff
- Provide coaching, guidance and support, set professional development plans to assist employees to reach their full potential through the Performance Management process
- Ensure optimal deployment of resources to achieve business goals

Primary Internal Interactions

- Below: Senior Managers and Managers
- Above: VP Ops
- Support: Training, HR & Process Excellence Teams and Client Relationship Managers

Primary External Interactions

- Clients: Various levels (Processing Staff, Process Managers, Client's Project management Office, Client's Leadership)

Organizational Relationships

Reports To :VP Operations Supervises :Senior Mgr/ Mgrs/ Leads/AMs/Associates

Skills

Technical Skills

- Efficiency in computers - MS Office and Accounting applications like PeopleSoft, Oracle, etc.
- Ability to operate and manage complex accounting and reporting systems

Process Specific Skills

The candidate should have a broad and deep experience in the insurance domain.

Soft skills (Desired)

- An entrepreneurial spirit that thrives in a demanding, fast-paced, cross-functional work environment
- Must have excellent organizational skills, including ability to plan, establish priorities and handle multiple tasks
- Ability to translate organizational and operational issues into understandable and meaningful solutions
- Strong management and analytic skills
- A collaborative working style that fosters cooperation and involvement

Soft Skills (Minimum)

- Strong Communication & Interpersonal Skills
- Strong presentation skills, couple with solid executive presence and the ability to establish immediate credibility
- Good people management skills - Highly professional in dealings with clients and co-workers
- Ability to deal with unexpected and/or delicate situations calmly and with sound judgment
- An ability to manage multiple projects and meet deadlines under pressure
- Ability to communicate effectively at all levels
- Quick learning capabilities supported by strong analytical skills
- Willingness to work in shifts

Education Requirements

- Minimum - Graduate

Work Experience Requirements

- 12+ years of post qualification experience
- 6+ years of supervisory experience
- Minimum 5 years in P&C function preferably in a 3rd party BPO environment

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