Vice President 1

Noida, Uttar Pradesh
Permanent
Full-time

2 days ago

Job Description:EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the world’s leading corporations. EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect creating value from data to ensure faster decision-making and transforming operating models. Key industries including Insurance, Healthcare, Banking and Financial Services, Media, and Retail among others.Headquartered in New York, our team is over 40,000 strong, with more than 50 offices spanning six continents. For information, visit .Role Title: VP Quality ExcellenceBU/Segment: Quality ExcellenceLocation: IndiaResponsibilitiesAccountabilitiesMajor ActivitiesKey Performance IndicatorsDrive improvement and innovation for value delivery to EXL and Clients * Develop process improvement and transformation strategy aligned to key clients’ strategic priorities

Support in EXL strategic priorities for driving value capture for EXL
Build a strong QE team to strategize and execute process improvements
Build employee engagement / development programs in line with functional and business vertical plans
Build strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program

Successful execution of Process Improvement Strategy
Resolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships\
BB / MBB density
C-Sat score on Value Addition and Contribution

Build domain specific solutions and diagnostic toolkits * Build best practice compendium on key business situations / problems

Develop QE capabilities for business development and support in solutioning for key prospects
Build diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter experts
Successful cross-sell of Transformation capabilities
Development and application of diagnostic toolkits representing key business footprint
Compelling solutioning from value delivery standpoint

Manage * Build strong people engagement retention initiatives

Develop strong project lean six sigma mentors (including select talent within operations)
Employee Engagement Score
# of successful BBs / MBBs created

Ensure QA delivery is aligned to client needs and is cost effective for EXL * Develop cost and compliance effective quality model to meet client onshore / offshore requirements

Ensure execution of QA model to meet internal and external QA requirements (including compliance to third party certifications)
Ensure Staff engagement / development programs in line with functional requirements (e.g., QC induction, certification, etc)
Sustain and innovate a culture of independence of Quality Performance reporting across client/ business processes ensuring a true reflection of Client/ end customer experiences/ challenges
Pivot to a Digital/ Smart QA model with a lean human intervention
Expand QE effectiveness in the evolving Platform- Services business model
Meeting QA performance measures (monitoring / feedback targets, precision, QC density)
Satisfactory audits
Employee engagement score
Coverage of eligible QCAs in key interventions (eg., QC Cert)

Compliance to Client/ External/ Internal audit and certifications * Manage external auditors’ relationship and on- going annual and interim audits

Engage and co-ordinate with internal and external stakeholders pre, during and post audit periods
Optimize cost models for external certifications
Ensure ongoing certifications are kept up to date
NIL audit observations

Person attributes

Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, Outlook
Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred
Proficient with Minitab software
Proficient with MS-VISIO for flowcharting/process mapping software
Domain Knowledge across Insurance/ Healthcare/ Platforms- Services/ Utilities preferred
Knowledge of quality systems (ISO, COPC)
Working knowledge of Transaction Monitoring (QA and QC)
Operational planning and process management to effectively plan, prioritize and execute everyday QC operations
Knowledge of quality assurance, process improvements, domain, etc
Consulting mindset
Strategic focus and strong business acumen
Demonstrates a global mindset
Demonstrates an intellectually agile and analytical approach and thought process
Is a brand ambassador.
Conformance to policies / compliances with auditing skills and eye for details
Ability to coach and give feedback on an ongoing basis.
Interviewing skills
Strong written and verbal communication Skills.
Project management skills and ability to lead in a continually challenging environment

More reasons to join us:

As part of a leading global operations management and analytics company, you can look forward to a competitive salary with generous bonus, private healthcare, critical illness and income protection insurance, and a rewarding pension.
As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
At EXL, we offer a hybrid working model, which allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

EXL Service

Apply Now