Job Description<\/p>\n
Accountabilities \u00a0 \u00a0<\/p>\n
\tEnsure seamless transition and flawless service delivery \u00a0 \u00a0
\n\tFocus on transition with \u2018Zero\u2019 impact on service delivery
\n\tFocus on efficiencies – leaner, greener and faster \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0
\n\tFocus on Process stabilization & sustained delivery
\n\tReducing operation costs \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0
\n\tMake TBP more effective\u00a0
\n\tBuild effective process management system \u00a0 \u00a0<\/p>\n
Responsibilities<\/p>\n
\tFTE headcount
\n\tRevenue from the \u00a0BU Vs. Target
\n\tGross Margin for the BU
\n\tMEI (Manpower Efficiency Index)<\/p>\n
Ensure client satisfaction on all SLA\u2019s and given parameters \u00a0 \u00a0<\/p>\n
\tDeliver on client benefits through innovation and improvements\u00a0
\n\tCreate plan to deliver efficiency
\n\tStrengthen operational team as well as support functions to minimize leakages
\n\tPartner with transformation team for value delivery \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0\u00a0
\n\tIdentify transformation opportunities where available \u00a0 \u00a0Customer Satisfaction Survey results Vs. Desired
\n\tPerformance Index
\n\tImprovement through Innovation
\n\tPeople management \u00a0 \u00a0
\n\tEngagement plan for each strata of employees
\n\tFocus on employee training and development, esp. wrt to building domain expertise
\n\tHIPO engagement initiatives to be reviewed regularly
\n\tCross training and skill enhancement for managing high influx of volume
\n\tSupport to Line HR and utilize their expertise more from a people engagement and retention perspective
\n\tEnsure minimal staff attrition and high levels of engagement \u00a0 \u00a0
\n\tEmployee Attrition Rate
\n\tEmployee Engagement Surveys
\n\tProvide assistance to industry and BU leadership for development of strategies for business development and \u00a0process improvements \u00a0 \u00a0<\/p>\n
Working on Strategic Priorities such as (but not limited to): \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/p>\n
\tLook for opportunities to deliver additional savings for the clients\u00a0
\n\tDeliver operational efficiency improvements for both EXL and Client
\n\tAssistance in business development as and when required
\n\tReduction in Overheads as % of Revenues
\n\tParticipation \u00a0in people development initiatives \u00a0 \u00a0
\n\tProcess improvement
\n\tUSD value delivered to Client.
\n\tUSD value delivered to EXL<\/p>\n
\u00a0MAJOR CHALLENGES<\/p>\n
\tFocus on customer experience as the business is transitioned with zero impact on service delivery\u00a0
\n\tPartner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively<\/p>\n
KEY DECISIONS<\/p>\n
\tDecisions you make by yourself
\n\tStrategic improvement for process delivery\u00a0
\n\tPeople\/management rationalization<\/p>\n
INTERACTIONS<\/p>\n
\tInternal Interaction\u00a0
\n\tJob Role you need to interact with Internally in the organization to enable success in your day to day work \u00a0 \u00a0
\n\tBusiness HR Team
\n\tCorporate HR for staffing, internal movement, training, learning and development
\n\tFinance Team
\n\tFacilities Team
\n\tExternal Interactions\u00a0
\n\tJob Role you need to interact with outside the organization to enable success in your day to day work \u00a0 \u00a0
\n\tClients<\/p>\n
DIMENSIONS<\/p>\n
\tFinancial Dimensions
\n\tManaging the revenue and profitability<\/p>\n
Qualifications<\/p>\n
\tMinimum qualification: Matric (Grade 12)
\n\tBackground screening: Candidates must successfully pass all required background verification checks
\n\tEducation: A relevant undergraduate or postgraduate degree is preferred
\n\tExperience: Minimum of 10 years\u2019 experience within the BPO industry, including a demonstrated track record in a leadership role
\n\tDomain expertise: Proven experience within the Insurance domain is essential<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( N \/ A ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_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-36758","1":"job_listing","2":"type-job_listing","3":"status-publish","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\/36758","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=36758"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=36758"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=36758"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}