Vice President 1

This position is responsible for Utilities Operations outsourced to EXL. Key responsibilities include:

• Lead and manage Utilities operations outsourced to EXL
• Ensure consistent service delivery in a consultative and solutions-based capacity
• Negotiating and finalizing SLA’s with the Client - contract negotiation 
• Establishing a review/ reporting mechanism with the Client
• Should have the ability to pre-empt potential issues and take proactive measures to address them
• Strive for high levels of customer satisfaction. Take responsibility to meet and exceeding client SLAs
• Provide guidance, supervision and review to Utilities operational teams to ensure that job responsibilities are met and are in line with Client’s and EXL’s goals and objectives
• Develop and manage strong independent relationships with clients at senior positions 
• Oversee the continuous improvement of processes and the development of the team with the goal to achieve best practices and optimal output
• Lead and coach the team to recruit and retain high caliber staff
• Provide coaching, guidance and support, set professional development plans to assist employees to reach their full potential through the Performance Management process
• Review the progress of attrition action plans and check effectivenes

This job may involve some international travel for client meeting and due-diligence & migration of new processes. Hence, the candidate must possess a valid passport.

Responsibilities

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  Key Responsibilities

  Client & Delivery Leadership

  • Own end‑to‑end delivery across multiple client accounts/programs, ensuring consistent achievement of SLAs, KPIs, and contractual commitments.
  • Act as the senior escalation point for critical delivery, quality, and client issues.
  • Lead client governance through QBRs, MBR's, and executive reviews, reinforcing confidence and trust.
  • Partner with Client Partners and Account Leaders to drive renewals, expansions, and long‑term client relationships.

  Operational Excellence

  • Lead large, multi‑geography delivery teams with standardised delivery frameworks and strong governance.
  • Drive productivity, quality, and cost efficiency through process optimisation, automation, and analytics‑driven decision‑making.
  • Ensure operational readiness for new client transitions, ramp‑ups, pilots, and transformation initiatives.

  Financial & Commercial Ownership

  • Own delivery P&L including margins, cost structures, utilisation, and productivity levers.
  • Partner with Sales and Finance on deal solutioning, pricing, due diligence, and operational feasibility.
  • Drive margin improvement through efficiency and attrition management.

  People & Capability Leadership

  • Build, coach and lead a strong operations leadership team members.
  • Partner with HR on workforce planning, succession, capability building, and critical skill readiness.
  • Foster a client‑first, accountability‑driven, execution‑focused culture across delivery organisations.

  Risk, Compliance & Governance

  • Ensure compliance with client contracts, regulatory requirements, data security, and internal governance standards.
  • Identify and mitigate operational, people, and delivery risks proactively.
  • Maintain audit‑ready operations across all client programs.

  Growth, Transformation & Innovation

  • Enable delivery excellence for new logos, new offerings, and transformation programs.
  • Collaborate with Technology and Transformation teams to deploy automation, GenAI, and digital solutions.
  • Contribute to RFPs and capability storytelling with strong delivery credibility.

  Key Success Measures

  • Client satisfaction (CSAT / NPS)
  • SLA & KPI adherence
  • Margin and productivity improvement
  • Successful transitions and transformations
  • Leadership depth, delivery stability, and attrition control

Qualifications

• Masters Degree 15+ years of relevant domain experience