Job Description: Job Description - Vice President, WFM - BCM & DIG Position Title, VP - WFM, BCM & DIG Vertical Function Workforce Management Reports to Global Head of WFM Permanent/ Temporary Permanent Span of Control 6000+ FTEs Location India This role will lead WFM globally for Banking & Capital Markets and Diversified Industries vertical. Duties & Responsibilities Lead, Manage and support Healthcare WFM teams across geographies. Support a rapidly growing organization with 6000+ staff spread across multiple clients. Own staffing & service level delivery while driving revenue and margin performance. Partner closely with leaders in Operations and Enabling functions on projects & initiatives. Perform periodic reviews within the WFM team and with internal & external stakeholders. Drive improvements, automation and analytics across our processes. Improve/implement dashboards & reports that inform and enable decision-making. Lead from the front, communicate clearly, timely and accurately at all levels of the organization. Demonstrate tactical leadership in our day to day business with a strong bias for execution. Participate in client visits and support pricing & solutioning processes. Qualifications, Skills and Attributes Integrity, Respect and Candor. Common-sense approach to problem solving. Solid fundamentals and conceptual clarity in Contact Center Workforce Management. Proficiency in Excel, Avaya, Genesys, Nice IEX and Aspect eWFM. Sense of ownership and commitment to collective success. Resilience and perseverance to drive improvements and results. 15+ years of Workforce Management experience. 3+ years in a leadership role.About the Team: EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.
