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
Accountabilities
Ensure seamless transition and flawless service delivery
Focus on transition with ‘Zero’ impact on service delivery
Focus on efficiencies – leaner, greener and faster
Focus on Process stabilization & sustained delivery
Reducing operation costs
Make TBP more effective
Build effective process management system
Responsibilities
FTE headcount
Revenue from the BU Vs. Target
Gross Margin for the BU
MEI (Manpower Efficiency Index)
Ensure client satisfaction on all SLA’s and given parameters
Deliver on client benefits through innovation and improvements
Create plan to deliver efficiency
Strengthen operational team as well as support functions to minimize leakages
Partner with transformation team for value delivery
Identify transformation opportunities where available Customer Satisfaction Survey results Vs. Desired
Performance Index
Improvement through Innovation
People management
Engagement plan for each strata of employees
Focus on employee training and development, esp. wrt to building domain expertise
HIPO engagement initiatives to be reviewed regularly
Cross training and skill enhancement for managing high influx of volume
Support to Line HR and utilize their expertise more from a people engagement and retention perspective
Ensure minimal staff attrition and high levels of engagement
Employee Attrition Rate
Employee Engagement Surveys
Provide assistance to industry and BU leadership for development of strategies for business development and process improvements
Working on Strategic Priorities such as (but not limited to):
Look for opportunities to deliver additional savings for the clients
Deliver operational efficiency improvements for both EXL and Client
Assistance in business development as and when required
Reduction in Overheads as % of Revenues
Participation in people development initiatives
Process improvement
USD value delivered to Client.
USD value delivered to EXL
MAJOR CHALLENGES
Focus on customer experience as the business is transitioned with zero impact on service delivery
Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively
KEY DECISIONS
Decisions you make by yourself
Strategic improvement for process delivery
People/management rationalization
INTERACTIONS
Internal Interaction
Job Role you need to interact with Internally in the organization to enable success in your day to day work
Business HR Team
Corporate HR for staffing, internal movement, training, learning and development
Finance Team
Facilities Team
External Interactions
Job Role you need to interact with outside the organization to enable success in your day to day work
Clients
DIMENSIONS
Financial Dimensions
Managing the revenue and profitability
Qualifications
Minimum qualification: Matric (Grade 12)
Background screening: Candidates must successfully pass all required background verification checks
Education: A relevant undergraduate or postgraduate degree is preferred
Experience: Minimum of 10 years’ experience within the BPO industry, including a demonstrated track record in a leadership role
Domain expertise: Proven experience within the Insurance domain is essential
go to method of application »
Apply via company website ( N / A ) or