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Senior Assistant Vice President-Business Management -Professional Services

EXL Service -
Gurugram, Haryana

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Job details

Full-time

Qualifications

Succession planning
Power BI
Microsoft Excel
Management
PCI
Avaya
Call centre
Salesforce
Tableau
Master's degree
Digitization
IVR
Bachelor's degree
Forecasting
Scripting
ServiceNow
Construction
Amadeus
AI
MBA
Communication skills
Analytics

Full job description

Job Description: Role Overview

The SAVP – Travel Domain is responsible for leading, optimizing, and transforming large-scale travel contact centre operations. This role ensures operational excellence, service quality, and compliance while driving automation, travel technology integration, and continuous improvement across multiple customer touchpoints (voice, email, chat). The SAVP will collaborate with global stakeholders, clients, and cross-functional teams to achieve business targets, enhance customer experience, and deliver cost efficiencies.

Candidate must be open to relocate to the Philippines

Responsibilities: Key Responsibilities

A. Operational Leadership

Able to manage large-scale operations of 300+ team members, ensuring day-to-day performance, productivity, and adherence to goals, while fostering a culture of ownership and accountability across all levels.
Manage end-to-end corporate travel contact centre operations across multiple geographies, ensuring consistent service delivery and seamless customer experience.
Ensure achievement of all SLAs and KPIs, including AHT, FCR, Quality, CSAT/NPS, schedule adherence, contact centre efficiency metrics, and process compliance.
Drive robust workforce planning, capacity management, queue/volume monitoring, and real-time staffing optimization to maintain operational stability.
Demonstrate strong command over enterprise-level forecasting models with attention to volume fluctuations, trend analysis, risk identification, and detailed gap-to-target planning.
Strengthen travel specialist performance through structured governance frameworks, coaching interventions, refresher trainings, and performance accountability mechanisms.
Implement process standardization, SOP optimization, and automation opportunities to improve accuracy, reduce manual effort, and elevate service quality.
Lead incident management, business continuity planning (BCP), and operational risk mitigation to ensure uninterrupted service delivery.
Utilize data-driven insights and dashboards to monitor performance, identify bottlenecks, and implement strategic corrective action plans.
Collaborate with Quality, Training, WFM, and Technology teams to drive end-to-end operational excellence and continuous improvement.
Oversee operations across multiple delivery sites to ensure consistent service quality, process adherence, and performance standards.

B. Client & Stakeholder Management

Lead monthly and quarterly business reviews (MBR/QBR) with clear insights on performance trends, service delivery, and strategic initiatives.
Address escalations with a structured root-cause approach and drive continuous performance improvement and service excellence.
Align operational solutions with client expectations, travel program objectives, SLAs, and contractual obligations.
Drive strategic discussions with senior client leadership to influence policy decisions, travel program enhancements, and overall transformation roadmap.
Establish robust governance frameworks, including SLA/OLA reviews, VOC analysis, and predictive insights to proactively flag risks and opportunities.
Build and nurture executive-level relationships to ensure long-term client retention, operational stability, and revenue growth.
Present data-backed insights on travel patterns, compliance gaps, cost-saving levers, and operational efficiencies to support client decision-making.
Collaborate with cross-functional teams (Technology, Product, Automation, Finance, Quality) to design scalable, future-ready solutions aligned with client priorities.

C. Travel Domain Expertise

Deep understanding of corporate travel operations , including air, hotel, car, rail, and auxiliary travel services.
Oversee travel reservations, ticketing, reissues, refunds, fare construction, and itinerary management.
Support Team with complex travel scenarios, itinerary building, fare rules, and exception handling.
Ensure compliance with travel policies, supplier guidelines, and corporate travel program standards.

D. Technical & GDS Competencies

Deep knowledge of Global Distribution Systems (e.g., Sabre, Amadeus, Galileo).
Expertise in PNR creation, queue management, fare search, ticket issuance, exchanges, voids, and refunds.
Knowledge of fare construction, ticketing, refunds, reissues, queues, and travel policy compliance.
Strong understanding of OBTs (Online Booking Tools) such as Cytric, Concur, GetThere, Neo.
Awareness of travel policy design , compliance requirements, and SLAs related to corporate travel.
Ability to analyze GDS productivity, scripts, templates, and automation opportunities.

E. Customer Experience & CSAT Management

Own and drive Customer Satisfaction (CSAT) performance by analyzing customer feedback, identifying root causes of dissatisfaction, and implementing targeted improvement initiatives.
Conduct deep-dive CSAT reviews, coach teams on service behavior and communication, and deploy corrective action plans to reduce detractors.
Partner with Quality, Training, and Operations teams to enhance process effectiveness, close recurring service gaps, and embed a strong customer-first culture.

F. Contact Centre Technology & Analytics

Drive improvements through WFM systems, ACD/IVR platforms, CRM tools, and quality monitoring applications.
Implement speech analytics, real-time dashboards, and MIS reporting for decision-making.

G. Governance, Risk & Compliance

Ensure adherence to SOPs, travel policies, SLAs, and quality frameworks.
Drive audits, data security, GDPR/PCI compliance, and risk controls.

H. People Management

Lead a large and diverse team of travel specialists, supervisors, managers, and support functions, ensuring cohesion, engagement, and operational readiness.
Foster a culture of performance, accountability, collaboration, and service excellence across all levels.
Develop strong talent pipelines through structured hiring, competency mapping, succession planning, and continuous learning programs.
Drive proactive employee engagement and attrition management through focused retention strategies, career development opportunities, and regular pulse checks.

3. Technical Competencies (Mandatory)

Travel Technology

Expertise in GDS platforms : Sabre / Amadeus / Galileo.
Hands-on experience in:
- PNR management
- Fare construction
- Ticketing & reissues
- Exchanges/EMD/voids/refunds
- Queue management
Understanding of NDC, LCC content, and fare families.

Contact Centre Systems

ACD/IVR technologies (Avaya, Genesys, Five9, NICE, Cisco).
CRM platforms (Salesforce, Zendesk, ServiceNow).
WFM tools (eWFM, Verint, Aspect).
Quality monitoring systems.
Knowledge of omnichannel operations: voice, email, chat, social.

Analytics & Reporting

Strong understanding of forecasting, capacity planning, and operational analytics.
Ability to interpret KPIs, trends, and productivity metrics.
Proficiency in Excel, Power BI/Tableau (preferred).

Automation & Digital Tools

RPA opportunities within travel processes.
AI chatbots, self-service platforms, and process digitization.

4. Behavioral Competencies

Strong leadership and people management skills.
Excellent communication and stakeholder management.
Ability to handle high-pressure, high-volume environments.
Customer-centric mindset with continuous improvement focus.

Qualifications: Qualifications & Experience

Graduate / Postgraduate (MBA preferred).
12–18 years of experience in travel operations, with at least 5+ years in leadership roles.
Strong background in corporate travel contact centres.
Certification in GDS systems preferred.
Experience working with global travel clients (TMC/BPO/Corporate Travel).

Apply Now

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