Assistant Vice President EXL/AVP/1042873

3 weeks ago

Pune, India exl Full time

Job Description

The Assistant Vice President (AVP) will oversee the back office operations for utility clients in a third-party BPO environment. This role involves strategic planning, operational efficiency, client relationship management, team leadership, and ensuring compliance with industry standards. The AVP will work closely with senior leadership to drive performance, improve processes, and deliver exceptional service to clients. the candidate must have atleast 5 years experience working in a Utility process in Back office. 

**1. Operational Management:**

- Oversee daily back office operations for utility clients, ensuring processes run smoothly and efficiently.

- Develop and implement operational strategies to improve efficiency and productivity.

- Monitor performance metrics and KPIs to ensure targets are met or exceeded.

**2. Team Leadership:**

- Lead, mentor, and develop a team of managers and staff, fostering a culture of high performance and continuous improvement.

- Conduct regular performance reviews and provide feedback and coaching to team members.

- Ensure adequate staffing levels to meet operational demands.

**3. Client Relationship Management:**

- Serve as the primary point of contact for utility clients, ensuring their needs and expectations are met.

- Develop and maintain strong relationships with clients, understanding their business objectives and challenges.

- Provide regular updates to clients on operational performance and initiatives.

**4. Process Improvement:**

- Identify opportunities for process improvements and implement changes to enhance efficiency and service quality.

- Utilize data analysis and industry best practices to drive continuous improvement initiatives.

- Lead projects to implement new technologies and systems that support operational excellence.

**5. Compliance and Quality Assurance:**

- Ensure compliance with industry regulations, company policies, and client requirements.

- Develop and maintain quality assurance protocols to ensure high standards of service delivery.

- Address and resolve any compliance or quality issues promptly.

**6. Financial Management:**

- Develop and manage the budget for back office operations, ensuring cost-effective service delivery.

- Monitor and control expenses to meet financial targets.

- Identify opportunities for cost savings and operational efficiencies.

**7. Reporting and Analytics:**

- Prepare and present regular reports on operational performance, highlighting key metrics and achievements.

- Use data and analytics to inform decision-making and strategy development.

- Provide insights and recommendations to senior leadership based on operational data.

**Skills:**

- Strong leadership and team management skills.

- Excellent client relationship management abilities.

- Proven track record in process improvement and operational excellence.

- Strong analytical and problem-solving skills.

- In-depth knowledge of utility industry regulations and standards.

- Excellent communication and interpersonal skills.

- Financial acumen and budget management experience.

- Proficiency in relevant technologies and software tools.

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