Responsibilities
\nRole\/Responsibility\u00a0<\/p>\n
\tManage teams and ensure quality and productivity targets are met\u00a0
\n\tDevelop strategies on the floor for reducing attrition and improving employee satisfaction\u00a0
\n\tDocumented monthly performance review of Assistant Managers\u00a0
\n\tConduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them\u00a0
\n\tMentor QAs and TLs for their growth and development\u00a0
\n\tDrive reward and recognition activity within QE.
\n\tDrive process improvement activity on the floor using Process Excellence methodology.\u00a0
\n\tReview Performance of the KPIs on a near term basis and develop plans for improvement in performance.\u00a0
\n\tStay in touch with the Client at the Process Owner level on regular basis to review progress.\u00a0
\n\tEnsure compliance with internal policies and procedures, external regulations and information security standards.<\/p>\n
Skills <\/p>\n
Technical Skills<\/p>\n
\tGood computer navigation skills
\n\tkeyboarding skills
\n\tProficient in MS Office (Reporting and Analytics)
\n\tUnderstanding of P&C insurance
\n\tMinimum CEF B2 \u2013 Voice requirement
\n\tProcess Specific Skills
\n\tKnowledge of the function, process and systems
\n\tGood decision making skills
\n\tEffectively balances quality, customer service and productivity standards
\n\tAbility to prioritize & multi-task
\n\tExcellent problem solving & analytical skills
\n\tAct as liaison between team members and management & bring issues\/concerns to management<\/p>\n
Competencies & Skills<\/p>\n
\tPeople management and leadership skills.
\n\tCapability to conduct an appraisal discussion
\n\tCapability to communicate with large teams.
\n\tAppreciation of the domain needs of the process and its key drivers.
\n\tReasonable level of business perspective regarding the internal functioning of BPO\/EXL.
\n\tGood Client facing skills.
\n\tValues & Behavior
\n\tCustomer Service Orientation.
\n\tQuality Orientation.People oriented<\/p>\n
Qualifications<\/p>\n
\tGrade 12\/Graduation (in any stream) or diploma with a minimum of 12 years of education.
\n\tLean Six Sigma \u2013 Skilled in methodologies as well as relevant learnings.
\n\tPreferred Green Belt or Black Belt Certified Work Experience<\/p>\n
Requirements<\/p>\n
\tMinimum 10 years of work experience in Business Process Off-shoring.
\n\tMinimum 5-10 years of experience in team management
\n\tMinimum 3 years of supervisory experience in P&C insurance business<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com","_company_name":"EXL South Africa","_company_website":"http:\/\/N%20\/%20A","_company_tagline":"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 \u2013 and we\u2019ve 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\u2019s 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\u2019s 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\u2019re some of the best in the business. Contact us to see how we can help you achieve your goals.","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-10320","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/10320","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=10320"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=10320"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=10320"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}