Accountabilities
Ensure seamless transition and flawless service delivery
Focus on transition with Zero impact on service delivery
Focus on efficiencies - leaner, greener and faster
Focus on Process stabilization & sustained delivery
Reducing operation costs
Make TBP more effective
Build effective process management system
FTE headcount
Revenue from the BU Vs. Target
Gross Margin for the BU
MEI (Manpower Efficiency Index)
Ensure client satisfaction on all SLAs and given parameters
Deliver on client benefits through innovation and improvements
Create plan to deliver efficiency
Strengthen operational team as well as support functions to minimize leakages
Partner with transformation team for value delivery
Identify transformation opportunities where available
Customer Satisfaction Survey results Vs. Desired
Performance Index
Improvement through Innovation
People management
Engagement plan for each strata of employees
Focus on employee training and development, esp. wrt to building domain expertise
HIPO engagement initiatives to be reviewed regularly
Cross training and skill enhancement for managing high influx of volume
Support to Line HR and utilize their expertise more from a people engagement and retention perspective
Ensure minimal staff attrition and high levels of engagement
Employee Attrition Rate
Employee Engagement Surveys
Provide Assistance To Industry And BU Leadership For Development Of Strategies For Business Development And Process Improvements Working On Strategic Priorities Such As (but Not Limited To)
Look for opportunities to deliver additional savings for the clients
Deliver operational efficiency improvements for both EXL and Client
Assistance in business development as and when required
Reduction in Overheads as % of Revenues
Participation in people development initiatives
Process improvement
USD value delivered to Client.
USD value delivered to EXL
- MAJOR CHALLENGES
Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively
- KEY DECISIONS
Strategic improvement for process delivery
People/management rationalization
- INTERACTIONS
Job Role you need to interact with Internally in the organization to enable success in your day to day work
Business HR Team
Corporate HR for staffing, internal movement, training, learning and development
Finance Team
Facilities Team
External Interactions
Job Role you need to interact with outside the organization to enable success in your day to day work
- DIMENSIONS
Managing the revenue and profitability
Other Dimensions
Value Delivery
