Job Description

Manage the Operational Delivery , Monitor and analyze operational metrics to identify areas for improvement and to make data-driven decisions, Work with the Sales, Client Relationship managers & Migrations team to provide support/oversight for new/ additional off shoring opportunities

Essential Functions

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...

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