EXL | Assistant Vice President

Responsibilities

• Own the operating effectiveness of quality assurance and quality control frameworks, including risk-based sampling, transaction monitoring, calibration, root-cause analysis, corrective action, and governance.
• Lead, develop, and succession-plan a high-performing Quality organization spanning Assistant Managers, Managers, Senior Managers, Quality Leads, and analysts across locations.
• Partner with Operations, Transformation, Risk, Compliance, Training, Technology, and client leadership to resolve systemic issues and embed preventive controls across customer journeys and servicing processes.
• Lead quality solutioning for transitions, new-client launches, RFPs/RFIs, due diligence, and transformation proposals, ensuring scalable controls, appropriate resourcing, and measurable value propositions.
• Drive standardization, best-practice replication, audit readiness, and adherence to internal policies, client requirements, applicable regulations, and relevant ISO or quality-management standards.
• Own Quality workforce planning, capability building, budget management, and resource allocation for the assigned portfolio, balancing control effectiveness with commercial discipline.
• Establish performance scorecards and executive governance for quality, effectiveness, compliance, customer experience, defect reduction, productivity, and benefit realization; intervene decisively where performance is off track.
• Provide subject-matter leadership for BCM processes such as banking operations, lending, cards, payments, collections, fraud and financial-crime controls, and capital-markets operations, together with Travel servicing across voice, digital, and back-office channels.
• Process Specific Skills Deep understanding of BCM operations, including banking, lending, cards, payments, collections, fraud/financial crime, and capital-markets processes; knowledge of associated control and regulatory environments.

Qualifications

• Ability to design risk-based quality frameworks, sampling strategies, measurement systems, governance routines, and digital/analytics-enabled quality solutions.
• Strong proficiency in process mapping, value-stream analysis, data visualization, executive reporting, and project portfolio governance.
• Working knowledge of automation, AI-enabled quality monitoring, speech/text analytics, and continuous-monitoring approaches.
• Advanced proficiency in Microsoft Office; familiarity with statistical and business-intelligence tools is preferred.
• Strong knowledge of Travel servicing and fulfillment processes across voice, digital, email, and back-office channels, including customer experience and service-recovery considerations.
• Proven expertise in quality assurance, transaction monitoring, complaints and defect analysis, calibration, audit governance, and corrective/preventive action.
• Demonstrated ability to lead complex, cross-functional transformation and improvement portfolios in a dynamic, multi-client environment.
• Soft Skills Functional Operational planning and process management to effectively plan, prioritize and execute everyday QC operations.
• Knowledge of quality, process improvements, etc.
• Ability to coach and give feedback on an ongoing basis Interviewing skills.
• Strong written and verbal communication Skills.
• Works at keeping the team strong and motivated: boost team morale and productivity Education Bachelor’s degree required.
• Certified Lean Six Sigma Black Belt from a recognized institution is required; ASQ certification or an equivalent credential is preferred.
• Lean Six Sigma Master Black Belt (MBB certified / trained, or demonstrable experience operating at Master Black Belt level is strongly preferred).
• MBA or equivalent postgraduate qualification is preferred.

EXL

EXL (ExlService Holdings, Inc.) is a data analytics and digital operations company founded in 1999 and listed on NASDAQ as EXLS. It works with large insurers, banks, healthcare payers and retailers worldwide, combining data, AI and deep industry knowledge to run and transform business operations. Its Indian arm, EXL Service.com (India) Private Limited, was incorporated in 1999, and India is where the bulk of its global delivery work happens.

For finance professionals, EXL hires across finance and accounting operations (record to report, procure to pay, order to cash), financial planning and analysis, financial reporting, audit support, and risk and compliance, alongside its large analytics practice. CA, CMA, ACCA and MBA (Finance) profiles suit these roles across its Noida, Gurugram, Pune, Bengaluru, Chennai and Kochi centres.

• Industry: Data analytics, AI and digital operations (BPM)
• Headquarters: New York, USA (Indian operations headquartered in Noida)
• In India: Delivery centres in Noida, Gurugram, Pune, Bengaluru, Chennai, Hyderabad and Kochi