Assistant Manager - Quality Excellence at EXL South Africa

Job Description

Essential Functions:

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Responsibilities

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report

Qualifications

• Lean Six Sigma Yellow Belt Certified (highly preferred)
• Good to have Green Belt certification/training (preferred)
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report
• Band A2 in Quality Excellence apply for (12-month tenure) - Compulsory
• Band B1 in Quality Excellence can apply for lateral movement (12-month minimum tenure) -Compulsory            
• Performance rating of 3.5 or higher in the last appraisal cycle 
• Clear Disciplinary Record