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.
Job Description
Key Responsibilities:
Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.
Responsibilities
Key Responsibilities:
Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.
Qualifications
Qualifications:
Graduate or higher; Master’s degree is a plus.
12–14 years of relevant industry experience, including large-scale operations management.
Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.
Required Skills & Experience:
Strong technical knowledge of Networking, Systems, Voice, and business applications.
Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
Familiarity with project management methodologies.
Excellent communication skills, capable of engaging stakeholders at all levels.
Understanding of enterprise business processes, IT operations, and IT processes.
Proficient in MS Office, MS Project, and Visio.
Experience managing large-scale operations (5,000–10,000 end users).
Experience with new implementations, transitions, and Greenfield setups preferred.
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