EXL Cape Town, Western Cape, South Africa
Principal 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
Reduce operation costs
Make TBP more effective
Build effective process management system
Maintain FTE headcount
Measure Revenue from the BU vs Target
Maintain Gross Margin for the BU
Monitor Manpower Efficiency Index (MEI)
Ensure client satisfaction on all SLA’s and given parameters
Deliver client benefits through innovation and improvements
Create plan to deliver efficiency
Strengthen operational team and support functions to minimize leakages
Partner with transformation team for value delivery
Identify transformation opportunities when available
Track Customer Satisfaction Survey results vs. Desired
Maintain Performance Index
Drive improvem...