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 ;www.exlservice.com.Role Title: ; ;VP Quality ExcellenceBU/Segment: ;Quality ExcellenceLocation: ;IndiaResponsibilitiesAccountabilitiesMajor ActivitiesKey Performance IndicatorsDrive improvement and innovation for value delivery to EXL and ClientsDevelop process improvement and transformation strategy aligned to key clients’ strategic prioritiesSupport in EXL strategic priorities for driving value capture for EXLBuild a strong QE team to strategize and execute process improvementsBuild employee engagement ; ; / development programs in line with functional and business vertical plansBuild strong relationship with client stakeholders and internal stakeholders in driving improvement and innovation program ;Successful execution of Process Improvement StrategyResolve implementations - Identify and execute at least one key transformation project impacting client business outcomes for strategic client relationships\BB / MBB densityC-Sat score on Value Addition and ContributionBuild domain specific solutions and diagnostic toolkitsBuild best practice compendium on key business situations / problemsDevelop QE capabilities for business development and support in solutioning for key prospectsBuild diagnostic toolkits for key business areas in partnership with business innovation team and operations subject matter expertsSuccessful cross-sell of Transformation capabilitiesDevelopment and application of diagnostic toolkits representing key business footprintCompelling solutioning from value delivery standpointManage <15% YTD attrition levels at leadership levelBuild strong people engagement retention initiativesDevelop strong project lean six sigma mentors (including select talent within operations)Employee Engagement Score# of successful BBs / MBBs createdEnsure QA delivery is aligned to client needs and is cost effective for EXLDevelop cost and compliance effective quality model to meet client onshore / offshore requirementsEnsure 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/ challengesPivot to a Digital/ Smart QA model with a lean human intervention ;Expand QE effectiveness in the evolving Platform- Services business modelMeeting QA performance measures (monitoring / feedback targets, precision, QC density)Satisfactory auditsEmployee engagement scoreCoverage of eligible QCAs in key interventions (eg., QC Cert)Compliance to Client/ External/ Internal audit and certificationsManage external auditors’ relationship and on- going annual and interim auditsEngage and co-ordinate with internal and external stakeholders pre, during and post audit periodsOptimize cost models for external certificationsEnsure ongoing certifications are kept up to dateNIL audit observations ; ;Person attributes ;Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc, OutlookKnowledge of calls recording system and its usage (NICE, Witness, etc) preferredProficient with Minitab softwareProficient with MS-VISIO for flowcharting/process mapping softwareDomain Knowledge across Insurance/ Healthcare/ Platforms- Services/ Utilities preferredKnowledge 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 operationsKnowledge of quality assurance, process improvements, domain, etc ;Consulting mindsetStrategic focus and strong business acumenDemonstrates a global mindsetDemonstrates an intellectually agile and analytical approach and thought processIs a brand ambassador.Conformance to policies / compliances with auditing skills and eye for detailsAbility 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<
