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Senior Assistant Vice President

EXL
Gurugram, IND
Senior · 16+ years experience
Hybrid
Discovered 2 weeks ago
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Responsibilities

  • Transformation Strategy & Operating Model Design
  • Define and own the transformation strategy for a portfolio of clients, co-creating roadmaps that integrate process excellence, digital, data, and AI capabilities
  • Lead the design of next-generation AI-enabled operating models that drive measurable productivity, quality, and customer experience outcomes
  • Identify and size transformation opportunities across the client lifecycle - from diagnostics through to value realization
  • Process Excellence & Continuous Improvement
  • Drive enterprise-wide process redesign initiatives; deploy Lean, Six Sigma, and Kaizen frameworks at scale
  • Establish and govern process excellence standards, toolkits, and capability-building programs within the team and with clients
  • Champion a data-led approach to opportunity identification - leveraging process mining, journey mapping, and root-cause analysis
  • Digital Innovation, Automation & AI
  • Lead identification, business case development, and deployment of automation, AI/GenAI, and digital solutions across client operations
  • Act as the primary bridge between client operations and EXL's DE and AI Solutions teams - translating operational pain points into technology requirements
  • Evaluate and pilot emerging technologies; build views on applicability and ROI within BPO/BPM contexts
  • Client-Facing Product Design & Development
  • Co-design and develop client-facing transformation products and solutions - owning end-to-end design, validation, and deployment lifecycle
  • Ensure solutions are scalable, repeatable
  • Gather requirements at CXO level and translate into product/solution specifications in partnership with product and engineering teams
  • Data-Driven Insights & Analytics
  • Lead data-driven storytelling to articulate client challenges, benchmark performance, and quantify transformation impact
  • Oversee advanced analytics, visualization, and AI-driven insights to inform program priorities and executive decision-making
  • Stakeholder Engagement, Governance & Change Management
  • Own senior client relationships - acting as trusted transformation advisor to client CXOs and COOs
  • Establish robust program governance - steering committees, RAID management, and executive reporting
  • Drive change management and adoption strategies to ensure transformation outcomes are sustained
  • Develop and monitor transformation KPIs and benefits realization dashboards
  • Team Leadership & Practice Building
  • Lead, coach, and develop the transformation team including the AVP and project leads
  • Build the Digital Ops Transformation practice - methodologies, assets, case studies, and capabilities that differentiate EXL in the market
  • Partner with talent and HR to attract, develop, and retain high-caliber transformation professionals
  • Thought Leadership & Innovation
  • Stay ahead of industry trends, emerging technologies, and best practices across target domains
  • Represent EXL in client forums, industry events, and internal leadership sessions as a transformation subject matter expert
  • Contribute to EXL's AI-first operating model philosophy and innovation agenda
  • Transformation Strategy & Operating Model Design - Define and own the transformation strategy for a portfolio of clients, co-creating roadmaps that integrate process excellence, digital, data, and AI capabilities - Lead the design of next-generation AI-enabled operating models that drive measurable productivity, quality, and customer experience outcomes - Identify and size transformation opportunities across the client lifecycle - from diagnostics through to value realization Process Excellence & Continuous Improvement - Drive enterprise-wide process redesign initiatives; deploy Lean, Six Sigma, and Kaizen frameworks at scale - Establish and govern process excellence standards, toolkits, and capability-building programs within the team and with clients - Champion a data-led approach to opportunity identification - leveraging process mining, journey mapping, and root-cause analysis Digital Innovation, Automation & AI - Lead identification, business case development, and deployment of automation, AI/GenAI, and digital solutions across client operations - Act as the primary bridge between client operations and EXL's DE and AI Solutions teams - translating operational pain points into technology requirements - Evaluate and pilot emerging technologies; build views on applicability and ROI within BPO/BPM contexts Client-Facing Product Design & Development - Co-design and develop client-facing transformation products and solutions - owning end-to-end design, validation, and deployment lifecycle - Ensure solutions are scalable, repeatable - Gather requirements at CXO level and translate into product/solution specifications in partnership with product and engineering teams Data-Driven Insights & Analytics - Lead data-driven storytelling to articulate client challenges, benchmark performance, and quantify transformation impact - Oversee advanced analytics, visualization, and AI-driven insights to inform program priorities and executive decision-making Stakeholder Engagement, Governance & Change Management - Own senior client relationships - acting as trusted transformation advisor to client CXOs and COOs - Establish robust program governance - steering committees, RAID management, and executive reporting - Drive change management and adoption strategies to ensure transformation outcomes are sustained - Develop and monitor transformation KPIs and benefits realization dashboards Team Leadership & Practice Building - Lead, coach, and develop the transformation team including the AVP and project leads - Build the Digital Ops Transformation practice - methodologies, assets, case studies, and capabilities that differentiate EXL in the market - Partner with talent and HR to attract, develop, and retain high-caliber transformation professionals Thought Leadership & Innovation - Stay ahead of industry trends, emerging technologies, and best practices across target domains - Represent EXL in client forums, industry events, and internal leadership sessions as a transformation subject matter expert - Contribute to EXL's AI-first operating model philosophy and innovation agenda

Qualifications

  • Essential – Mandatory Criteria
  • Education
  • Bachelor's degree (any discipline); MBA or equivalent postgraduate qualification strongly preferred
  • Experience
  • 16+ years of progressive experience in business transformation and operations management, with a substantial portion in BPO/BPM environments
  • Proven track record leading and delivering large-scale, multi-workstream transformation programs across complex organizations
  • Experience owning and developing client-facing products or solutions (strong - from design through to deployment - within a BPO/BPM context
  • Demonstrated ability to build, lead, and develop high-performing transformation teams
  • CXO-level stakeholder management and executive engagement - both with clients and internal leadership
  • Deep domain knowledge across at least three of: Banking & Capital Markets | Utilities (Water & Gas) | Airlines & Travel | Transport, Shipping & Logistics
  • Commercial acumen - familiarity with P&L, deal commercials, and value realization tracking in a BPO/BPM context
  • Six Sigma & Lean
  • Six Sigma Black Belt certification - mandatory. Master Black Belt preferred.
  • Demonstrable portfolio of certified Six Sigma and Lean projects with quantified, validated business impact
  • Experience deploying and scaling Lean/Six Sigma frameworks within BPM organizations
  • Technical & Digital Skills and Experience
  • RPA: UiPath, Automation Anywhere, Blue Prism, or equivalent - including bot governance and CoE operating models
  • Process Mining: Celonis, Signavio, Minit, or similar - process discovery, conformance checking, and enhancement
  • Analytics & Visualisation: Power BI, Tableau, Qlik, or equivalent - including dashboard design and executive data storytelling
  • AI & GenAI: AI/GenAI frameworks, LLM-based workflow orchestration, intelligent document processing; embedding AI into operational models is essential
  • Workflow & BPM: Experience designing and governing enterprise-grade workflow/BPM platforms
  • Integration: Functional understanding of ETL pipelines and API integration architectures
  • Project & Portfolio Mgmt: Jira, Smartsheet, Microsoft Project, or similar - program-level governance
  • Soft Skills
  • Executive-grade communication - compelling business narratives and presentations for C-suite audiences, verbal and written
  • Strategic influencer - able to shape direction and gain alignment across large, matrixed organisations
  • Strong people leadership - coaching, performance management, and talent development
  • Comfort with ambiguity - ability to structure undefined problem spaces and drive clarity
  • Desirable – Additional Criteria
  • Six Sigma Master Black Belt certification
  • Certification in digital transformation, AI certifications, design thinking, or agile at scale (e.g., SAFe)
  • Exposure to voice/contact centre environments
  • Thought leadership track record - publications, conference presentations, or industry panels
  • Essential – Mandatory Criteria Education - Bachelor's degree (any discipline); MBA or equivalent postgraduate qualification strongly preferred Experience - 16+ years of progressive experience in business transformation and operations management, with a substantial portion in BPO/BPM environments - Proven track record leading and delivering large-scale, multi-workstream transformation programs across complex organizations - Experience owning and developing client-facing products or solutions (strong - from design through to deployment - within a BPO/BPM context - Demonstrated ability to build, lead, and develop high-performing transformation teams - CXO-level stakeholder management and executive engagement - both with clients and internal leadership - Deep domain knowledge across at least three of: Banking & Capital Markets | Utilities (Water & Gas) | Airlines & Travel | Transport, Shipping & Logistics - Commercial acumen - familiarity with P&L, deal commercials, and value realization tracking in a BPO/BPM context Six Sigma & Lean - Six Sigma Black Belt certification - mandatory. Master Black Belt preferred. - Demonstrable portfolio of certified Six Sigma and Lean projects with quantified, validated business impact - Experience deploying and scaling Lean/Six Sigma frameworks within BPM organizations Technical & Digital Skills and Experience - RPA: UiPath, Automation Anywhere, Blue Prism, or equivalent - including bot governance and CoE operating models - Process Mining: Celonis, Signavio, Minit, or similar - process discovery, conformance checking, and enhancement - Analytics & Visualisation: Power BI, Tableau, Qlik, or equivalent - including dashboard design and executive data storytelling - AI & GenAI: AI/GenAI frameworks, LLM-based workflow orchestration, intelligent document processing; embedding AI into operational models is essential - Workflow & BPM: Experience designing and governing enterprise-grade workflow/BPM platforms - Integration: Functional understanding of ETL pipelines and API integration architectures - Project & Portfolio Mgmt: Jira, Smartsheet, Microsoft Project, or similar - program-level governance Soft Skills - Executive-grade communication - compelling business narratives and presentations for C-suite audiences, verbal and written - Strategic influencer - able to shape direction and gain alignment across large, matrixed organisations - Strong people leadership - coaching, performance management, and talent development - Comfort with ambiguity - ability to structure undefined problem spaces and drive clarity Desirable – Additional Criteria - Six Sigma Master Black Belt certification - Certification in digital transformation, AI certifications, design thinking, or agile at scale (e.g., SAFe) - Exposure to voice/contact centre environments - Thought leadership track record - publications, conference presentations, or industry panels

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