Business Leader-Leadership and Management at EXL South Africa

Job Description

• Join our dynamic Operations team as an Assistant Manager, where you will play a key leadership role in supporting day-to-day service delivery and guiding a team to achieve consistent performance.
• Acting as a frontline people leader, you will coach, motivate and develop team members, monitor operational results, manage performance standards and help create a structured, high-performing environment.
• With strong communication, planning and problem-solving skills, you will support service excellence, team engagement and continuous improvement while ensuring that business priorities are delivered with professionalism and accountability.
• If you are ready to step into a hands-on leadership role and make a meaningful impact through people and performance, we encourage you to apply.

Responsibilities

• Lead daily operational delivery across assigned teams and workstreams.
• Manage teams to deliver against service, quality, attendance, adherence, productivity and efficiency targets.
• Run strong daily governance, including attendance checks, capacity reviews, performance huddles, risk management, action tracking and performance updates.
• Use operational dashboards, trackers and reporting packs to identify gaps, explain variance and implement practical recovery actions.
• Coach team members through performance reviews, feedback sessions, quality insights and targeted improvement plans.
• Work with support functions to manage coverage, workload, leave, shrinkage and short-term operational risks.
• Support stakeholder updates by preparing clear performance summaries, risk call-outs, action plans and progress updates.
• Drive process improvement initiatives that improve performance, efficiency, quality, control and customer experience.
• Support implementation of digital, reporting and operational initiatives that improve consistency and ways of working.
• Ensure compliance with business ways of working, HR policies, attendance controls, quality standards, escalation processes and data handling requirements.
• Drive continuous improvement participation by encouraging ideas, tracking benefits and embedding practical improvements into BAU.

Qualifications

• Minimum of 2 Years experience in operations, customer service within a contact centre.
• Excellent reporting and delivery acumen.
• Proven ability to lead teams, manage performance and deliver against operational targets.
• Strong people management experience, including coaching, feedback, attendance management and performance improvement.
• Ability to work in a fast-paced environment with changing priorities and clear delivery expectations.
• Comfortable using reporting, data and performance insights to make decisions and drive improvement.
• Eligibility will be subject to the company’s recruitment, background screening and hiring requirements.