Assistant Vice President – Business Management, Professional Services

EXL

Leading travel domain operations for corporate travel contact centre with focus on performance and service excellence. Driving strategic initiatives and client management to enhance customer experience.

Posted 5/26/2026full-timeGurgaon • 🇵🇭 PhilippinesLeadWebsite

About the role

Key responsibilities & impact

Manage large-scale operations of 200+ 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.
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.
Anticipate client requirements by continuously monitoring service metrics and implementing proactive intervention plans.

Requirements

What you’ll need

Graduate / Postgraduate (MBA preferred).
15–18 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).

Benefits

Comp & perks

Candidate is open to relocating to the Philippines

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

workforce planningcapacity managementqueue monitoringforecasting modelsdata analysisprocess standardizationSOP optimizationincident managementbusiness continuity planningperformance metrics

Soft Skills

leadershipcoachingcommunicationrelationship buildingstrategic thinkingproblem-solvingperformance accountabilitycollaborationclient managementcontinuous improvement

Certifications

MBAGDS certification