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Vice President 1

Posted on June 18, 2026

Mh, India
0 - 0 USD (yearly)

Full Time

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Job Description: 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.

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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