Svp - Operation

Pune, IN-MH
- Position Type

Full Time
- Requisition ID

11773
- Level of Education
- Years of Experience

**About Exela**

Exela 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 expertise 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. With foundational technologies spanning information management, workflow automation, and integrated communications, Exela's software and services include multi-industry department solution suites addressing finance & accounting, human capital management, and legal management, as well as industry-specific solutions for banking, healthcare, insurance, and public sectors. - Through cloud-enabled platforms, built on a configurable stack of automation modules, and 17,500+ employees operating in 23 countries, Exela rapidly deploys integrated technology and operations as an end-to-end digital journey partner.

**Health & Wellness**

We offer comprehensive health and wellness plans, including medical, dental and vision coverage for eligible employees and family members; paid time off; and commuter benefits. In addition, supplemental income protection including short term insurance coverage is available. We also offer a 401(k)-retirement savings plan to assist eligible employees in saving for their retirement. Participants are provided access to financial wellness resources and retirement planning services.

**Military Hiring**:
Exela seeks job applicants from all walks of life and backgrounds including, but not limited to, those who are transitioning military members, veterans, reservists, National Guard members, military spouses and their family members. Individuals will be considered no matter their military rank or specialty.
Job DescriptionThe 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:
- ** 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.- ** 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 (nurturingexisting customers & acquiring new ones)- **
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.- ** 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.- ** 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 lin