Website EXL South Africa
EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into … read moreinsights, streamline operations, improve customer experience, and transform their business. Our partnerships with clients are built on a foundation of collaboration – and we’ve been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that’s unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It’s our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we’re some of the best in the business. Contact us to see how we can help you achieve your goals.
Responsibilities
Role/Responsibility
Manage teams and ensure quality and productivity targets are met
Develop strategies on the floor for reducing attrition and improving employee satisfaction
Documented monthly performance review of Assistant Managers
Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them
Mentor QAs and TLs for their growth and development
Drive reward and recognition activity within QE.
Drive process improvement activity on the floor using Process Excellence methodology.
Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
Stay in touch with the Client at the Process Owner level on regular basis to review progress.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Skills
Technical Skills
Good computer navigation skills
keyboarding skills
Proficient in MS Office (Reporting and Analytics)
Understanding of P&C insurance
Minimum CEF B2 – Voice requirement
Process Specific Skills
Knowledge of the function, process and systems
Good decision making skills
Effectively balances quality, customer service and productivity standards
Ability to prioritize & multi-task
Excellent problem solving & analytical skills
Act as liaison between team members and management & bring issues/concerns to management
Competencies & Skills
People management and leadership skills.
Capability to conduct an appraisal discussion
Capability to communicate with large teams.
Appreciation of the domain needs of the process and its key drivers.
Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
Good Client facing skills.
Values & Behavior
Customer Service Orientation.
Quality Orientation.People oriented
Qualifications
Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.
Lean Six Sigma – Skilled in methodologies as well as relevant learnings.
Preferred Green Belt or Black Belt Certified Work Experience
Requirements
Minimum 10 years of work experience in Business Process Off-shoring.
Minimum 5-10 years of experience in team management
Minimum 3 years of supervisory experience in P&C insurance business
Apply via company website ( N / A ) or
fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com