Full-Time

Assistant Vice President - Business Management - Professional Services

EXL

EXL

10,001+ employees

Data analytics and AI-driven digital operations

No salary listed

Noida, Uttar Pradesh, India

In Person

Category
Operations & Logistics (1)
Requirements
  • 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).
  • Deep knowledge of Global Distribution Systems (e.g., 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.
  • Knowledge of 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.
  • Oversee integration of AI, chatbots, IVR, and RPA for process improvement.
  • 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.
Responsibilities
  • 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.
  • 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.
  • Liaise with airline partners, GDS providers, and travel technology platforms for issue resolution.
  • 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.
  • Oversee integration of AI, chatbots, IVR, and RPA for process improvement.
  • 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.
  • Track CSAT trends, monitor real-time customer sentiment, and introduce proactive measures to elevate the end-to-end customer experience.
  • 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.
  • Partner with IT to enhance system performance, reduce downtime, and improve digital channels.
  • Ensure adherence to SOPs, travel policies, SLAs, and quality frameworks.
  • Drive audits, data security, GDPR/PCI compliance, and risk controls.
  • Maintain high standards of service excellence and regulatory adherence.
  • 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.
  • Implement coaching, mentoring, and performance improvement frameworks to strengthen capability and career growth.
Desired Qualifications
  • MBA preferred.
  • Certification in GDS systems preferred.
  • Experience working with global travel clients (TMC/BPO/Corporate Travel).

EXL helps organizations transform operations using data analytics and AI-driven digital solutions. It serves Insurance, Healthcare, Analytics, and Emerging Business, delivering analytics, AI-powered operations, and change-management support. The company strengthens capabilities with data engineering and cloud enablement, including its Clairvoyant acquisition, to provide end-to-end analytics and AI services. Its goal is to help clients navigate digital transformation and grow by turning data into actionable business outcomes.

Company Size

10,001+

Company Stage

IPO

Headquarters

New York City, New York

Founded

1999

Simplify Jobs

Simplify's Take

What believers are saying

  • Healthcare automation pilots target 10–25% net revenue uplift and 30% fewer receivables days.
  • NVIDIA transaction models strengthen fraud detection, risk management, and personalization use cases.
  • AI-led revenue reached 60% of total, expanding higher-value work and pipeline quality.

What critics are saying

  • AI talent inflation pressures margins amid rising research and recruitment spending.
  • Clients can internalize EXL workflows using Google Cloud or NVIDIA-native tools.
  • Healthcare and insurance concentration exposes EXL to renewal losses and budget pressure.

What makes EXL unique

  • EXL combines domain expertise with data, AI, and global delivery scale.
  • EXL serves regulated verticals: insurance, healthcare, banking, and capital markets.
  • EXLerate.ai and Google Cloud deepen its workflow-specific AI transformation platform.

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Benefits

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Headcount

6 month growth

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1 year growth

5%

2 year growth

-2%
GlobeNewswire
Apr 2nd, 2026
EXL announces a strategic services collaboration with Google Cloud.

EXL announces a strategic services collaboration with Google Cloud. EXL's relationship with Google Cloud underscores EXL's strength as a differentiated outcome-led AI and cloud transformation partner. April 02, 2026 14:39 ET | Source: EXL NEW YORK, April 02, 2026 (GLOBE NEWSWIRE) - EXL [NASDAQ: EXLS], a global data and AI company, announced a strategic collaboration with Google Cloud to provide services that can accelerate AI-led transformation and drive business outcomes for clients. EXL will collaborate closely with Google Cloud to help clients scale enterprise AI, turn data into strategic assets, and drive cloud modernization across priority markets and industries. This effort will help accelerate EXL's Google Cloud practice by expanding capabilities across priority sales plays, supporting global expansion into new markets, and deepening co-innovation and go-to-market execution. Through this collaboration, EXL will expand its portfolio of Google Cloud-powered AI solutions to help organizations modernize and transform customer engagement and operational processes in financial services, healthcare and life sciences, and utilities and retail. "EXL's performance as a managed partner reflects the strength of pairing deep domain expertise with strong execution in data, analytics, AI and cloud transformation," said Erez Wohl, managing director, System Integration Partnerships, Google Cloud. "EXL has demonstrated capabilities across data, AI and customer experience. We look forward to deepening our collaboration as a global strategic services partner." EXL has developed advanced frameworks and accelerators that help organizations analyze, optimize and redesign customer interactions and business workflows. These capabilities enable clients to identify opportunities for AI adoption, streamline implementation and improve productivity through data-driven insights. EXL recently deployed an AI-enabled solution developed using this framework for a Fortune 500 healthcare client, which transformed complex benefit management workflows and automated key processes. The solution supports efficient, transparent and accurate processing of millions of claims while reducing manual effort and accruing significant cost savings to the client. EXL is currently delivering powerful AI transformation across clients in banking, utilities and healthcare. "This collaboration enables us to scale innovation faster, deepen our Google Cloud capabilities and deliver measurable business impact for our clients worldwide," said Vishal Chhibbar, executive vice president, chief growth officer and head of international growth markets at EXL. "EXL's collaboration with Google Cloud is helping clients reimagine their workflows by leveraging the transformative power of data and agentic AI." EXL's recognition was driven by its ability to demonstrate business value at scale, supported by more than 800 AI-technical specialists trained across Google Cloud's advanced AI solutions. The company also demonstrated strong momentum through marquee client wins, a robust customer experience pipeline, disciplined partner governance, and close alignment across executive, product and field teams. EXL (NASDAQ: EXLS) is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world's leading corporations in industries including insurance, healthcare, banking and capital markets, retail, communications and media, and energy and infrastructure, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have approximately 65,000 employees spanning six continents. For more information, visit www.exlservice.com. Cautionary Statement Regarding Forward-Looking Statements This press release contains forward-looking statements within the meaning of the United States Private Securities Litigation Reform Act of 1995. You should not place undue reliance on those statements because they are subject to numerous uncertainties and factors relating to EXL's operations and business environment, all of which are difficult to predict and many of which are beyond EXL's control. Forward-looking statements include information concerning EXL's possible or assumed future results of operations, including descriptions of its business strategy. These statements may include words such as "may," "will," "should," "believe," "expect," "anticipate," "intend," "plan," "estimate" or similar expressions. These statements are based on assumptions that we have made in light of management's experience in the industry as well as its perceptions of historical trends, current conditions, expected future developments and other factors it believes are appropriate under the circumstances. You should understand that these statements are not guarantees of performance or results. They involve known and unknown risks, uncertainties and assumptions. Although EXL believes that these forward-looking statements are based on reasonable assumptions, you should be aware that many factors could affect EXL's actual financial results or results of operations and could cause actual results to differ materially from those in the forward-looking statements. These factors, which include our ability to maintain and grow client demand, our ability to hire and retain sufficiently trained employees, and our ability to accurately estimate and/or manage costs, rising interest rates, rising inflation and recessionary economic trends, are discussed in more detail in EXL's filings with the Securities and Exchange Commission, including EXL's Annual Report on Form 10-K. You should keep in mind that any forward-looking statement made herein, or elsewhere, speaks only as of the date on which it is made. New risks and uncertainties come up from time to time, and it is impossible to predict these events or how they may affect EXL. EXL has no obligation to update any forward-looking statements after the date hereof, except as required by federal securities laws.

The News Courier
Mar 18th, 2026
Nitin Sahney to retire from EXL board of directors.

Nitin Sahney to retire from EXL board of directors. GlobeNewswire | EXL Today at 1:01pm PDT NEW YORK, March 18, 2026 (GLOBE NEWSWIRE) - EXL [NASDAQ: EXLS], a global data and AI company, today announced that Nitin Sahney has notified EXL's board of directors that he will not stand for re-election at EXL's 2026 annual meeting of stockholders and will serve out his current term on the board through the annual meeting in June 2026. "On behalf of EXL and its board of directors, we are grateful for the valuable contributions Nitin has made to the company," said Rohit Kapoor, chairman and chief executive officer. "Over the past ten years, Nitin has provided thoughtful counsel and deep healthcare expertise as EXL accelerated its evolution into a leading data and AI company. His steady leadership and strategic perspective have helped strengthen our governance and supported the creation of long-term stockholder value." Vikram Pandit, lead director of the board of EXL, said, "Nitin's leadership and guidance as a member of both the Nominating and Governance Committee, where he served as chair until 2025, and the Audit Committee have played an important role in enhancing the company's governance framework and supporting its ongoing evolution. We thank him for his wisdom, dedication and stewardship, and we wish Nitin and his family all the best in this next chapter." "It has been a privilege to serve on EXL's board," said Sahney. "I have valued working with my fellow directors and the leadership team as EXL advanced its data and AI strategy. With a strong foundation and talented teams, EXL is well positioned to continue delivering for clients and stockholders, and I look forward to following the company's continued success." About ExlService Holdings, Inc. EXL (NASDAQ: EXLS) is a global data and artificial intelligence ("AI") company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world's leading corporations in industries including insurance, healthcare and life sciences, banking and capital markets, retail, communications and media, and energy and infrastructure, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have over 65,000 employees spanning six continents. For more information, visit www.exlservice.com. This is a paid placement. For further inquiries, please contact GlobeNewswire directly.

The Associated Press
Mar 11th, 2026
EXL launches agentic AI suite with 250+ agents to accelerate enterprise transformation by 30-50%

EXL, a global data and AI company, has launched new agentic AI solutions to help enterprises scale AI deployment across their operations. The portfolio includes enhancements to its EXLerate.ai platform with autonomous agent-building capabilities, EXLdecision.ai decision intelligence solution that accelerates analytical model development by 30–50%, and domain-specific workflow solutions such as EXL ClaimsAssist.ai for insurance claims management. The company's offerings are supported by more than 250 pre-built agents and accelerators, backed by 10 new US patents. EXL's approach addresses common enterprise challenges including siloed data environments, manual model development, and difficulties embedding AI into business workflows. The solutions integrate data readiness, agent development, governance and domain expertise, aiming to help organisations move from AI experimentation to measurable business impact. EXL has approximately 65,000 employees and serves clients across insurance, healthcare, banking and other sectors.

Connectweb Technologies, Inc.
Mar 10th, 2026
EXL Australia and New Zealand Announces "AI in Action" Virtual Event For 24 March 2026 - Accelerating Enterprise AI from Pilot To Impact

EXL Australia and New Zealand announces "AI in Action" Virtual event for 24 March 2026 - Accelerating enterprise AI from pilot to impact. Exlservice Holdings, Inc. SYDNEY, March 09, 2026 (GLOBE NEWSWIRE) - EXL, a global data and AI company, has announced the speaker lineup for the Australia and New Zealand edition of AI in Action 2026, its flagship virtual event series designed to help enterprises move beyond AI experimentation and scale AI for measurable business value. The Australia and New Zealand event will take place on 24March 2026, as part of EXL's global program spanning the Americas, EMEA and Asia Pacific. The event will feature senior leaders from global technology, financial services and AI innovation, including: * Rohit Kapoor, Chairman and Chief Executive Officer, EXL * Jon McNeill, former President, Tesla; former COO, Lyft; CEO and Co-Founder, DVx Ventures * Campbell Morrison, Chief Operating Officer, Latitude Financial Services * Olivier Debaillon, Head of AI (ANZ), Amazon Web Services * John Kim, Chief Data Officer, Zurich Financial Services * David Walker, fractional executive and former Chief Technology Officer, Westpac * Kirit Kundu, EM, Enterprise Architecture and Governance, IAG * Vishal Chhibbar, Executive Vice President, Chief Growth Officer and Head of International Growth Markets, EXL * Vilas Madan, APAC Growth Leader, EXL While most organisations are "doing AI," many remain stuck in pilot mode. Recent industry data shows that although 62% of businesses are experimenting with AI agents, fewer than one-third have successfully scaled AI across the enterprise. AI in Action 2026 - Australia and New Zealand will tackle the core barriers holding organisations back: * Workflows and processes not designed for the AI era * Data environments that hinder AI performance * Insights that fail to translate into action The global event is tailored for ANZ business leaders and professionals across industries seeking a practical roadmap to move beyond experimentation at the edges and towards embedding AI into core operations. The Australia and New Zealand keynote, "Accelerating Innovation and Opportunity with AI," will feature Rohit Kapoor, Chairman and Chief Executive Officer, EXL, alongside Jon McNeill, former President of Tesla, Inc., former COO of Lyft and current CEO of DVx Ventures. Together, they will explore how organisations can turn AI ambition into operational execution and sustained competitive advantage. Session highlights include: Drive Business Value with AI in the Workflow Featuring Campbell Morrison, Chief Operating Officer, Latitude Financial Services, Olivier Debaillon, Head of AI (ANZ), Amazon Web Services, and Vilas Madan, APAC Growth Leader, EXL, this session will unpack how to design AI-enabled workflows that drive tangible outcomes. Get Your Data House in Order Moderated by former CIO.com associate editor Jennifer O'Brien, the discussion will feature John Kim, Chief Data Officer at Zurich Financial Services, and fractional executive and former Westpac CTO David Walker, who will explore how organisations are leveraging AI to modernise data management and build AI-ready foundations. Making Agentic Ai Real for Enterprises EXL leaders will share how AI-enabled analytics is transforming enterprise decision-making and streamlining business intelligence across industries. "AI's true value is realised when it becomes embedded in how work gets done every day," said Rohit Kapoor. "AI in Action is about helping enterprises redesign workflows, govern AI responsibly and translate innovation into lasting business value." The virtual event will feature live demonstrations, practical case studies and executive insights from organisations that have successfully scaled AI across complex environments. Registration is now open. To learn more or secure a place at AI in Action 2026 - Australia and New Zealand, visit here. EXL (NASDAQ: EXLS) is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. EXL harnesses the power of data, AI, and deep industry knowledge to transform businesses, including the world's leading corporations in industries including insurance, healthcare, banking and capital markets, retail, communications and media, and energy and infrastructure, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. Connectweb is headquartered in New York with Australian offices in Sydney and Melbourne and have approximately 65,000 employees spanning six continents. For more information, visit www.exlservice.com. MEDIA CONTACT: Rebecca Hyde Director of Media and Strategy [email protected] 0407 705 528

Yahoo Finance
Feb 25th, 2026
EXL beats Q4 with $542.6M revenue, guides 2026 to $2.3B as AI services hit 57% of total

ExlService reported fourth-quarter revenue of $542.6 million, up 12.7% year-over-year, and full-year 2025 revenue of $2.09 billion, up 13.6%. The company guided 2026 revenue to $2.275–$2.315 billion with adjusted earnings per share of $2.14–$2.19. Data and AI-led revenue grew 21% in the fourth quarter and now represents 57% of total revenue, driven by commercialisation of EXLdata.ai and enterprise client deployments. Adjusted operating margin reached 19.5%, up 10 basis points year-over-year. India's New Labour Codes created a one-time $10.3 million defined benefit liability and are expected to dilute adjusted earnings per share by approximately $0.02–$0.03. The board authorised a new $500 million share repurchase programme. The company generated $351 million in operating cash flow for the year.