Vice President - Operations

Role Overview
The Vice President (VP) – Travel Operations is responsible for end-to-end delivery, client management, and financial performance of the Travel vertical. This role drives operational excellence, client satisfaction (CSAT), and scalable growth while ensuring strong governance, people leadership, and transformation initiatives across multiple sites.

1. Delivery & Operational Excellence

• Own P&L and overall service delivery for Travel accounts
• Drive performance across key metrics: CSAT, Quality, IC, Productivity, TSF, AHT, and Attendance.
• Ensure consistent achievement of SLAs/KPIs through robust governance and control mechanisms.
• Lead large-scale operations across voice, email, and back-office support environments.

2. Client & Stakeholder Management

• Act as the primary executive interface for clients
• Build strategic partnerships and drive client satisfaction and retention.
• Lead QBRs/MBRs, provide insights, and influence client roadmap and transformation agenda.
• Manage escalations with speed, ownership, and structured RCA/action plans.

3. Financial & Commercial Ownership

• Own revenue, margin, cost optimization, and growth targets.
• Drive efficiency levers: span optimization, automation, and productivity improvements.
• Support new business opportunities, RFPs, and solutioning for Travel vertical growth.

4. People Leadership & Capability Building

• Lead and develop a large span (Sr. Managers, AVPs, Directors) across sites.
• Drive a culture of accountability, coaching, and performance discipline.
• Strengthen leadership pipeline, succession planning, and retention strategies.
• Ensure high engagement and alignment with EXL values and D&I initiatives.

5. Governance & Risk Management

• Establish strong operating rhythms (WBRs, MBRs, performance reviews).
• Ensure compliance with quality, audit, and client-specific regulatory standards.
• Implement BCP frameworks for business continuity (weather, transport disruptions, etc.).
• Drive proactive risk identification, mitigation, and reporting.

6. Transformation & Digital Enablement

• Lead initiatives in automation, analytics, AI, and self-service solutions.
• Enable “Ready to Run at Scale” frameworks for process standardization and replication.

• Experience:
  • 15–20+ years in BPO/ITES, with significant exposure to Travel domain is an advantage
  • Experience managing large-scale global operations (1000+ FTE preferred)
  • Proven track record of P&L ownership and client management
• Domain Expertise:
  • Contact center + back-office integration
  • Preferred: Travel operations (GDS like Amadeus, Sabre, Galileo)
• Leadership Skills:
  • Strong executive presence and stakeholder influence
  • Data-driven decision making and problem-solving
  • Crisis management and resilience in dynamic environments
• Preferred:
  • Lean Six Sigma certification
  • Experience in digital transformation / AI-led operations