Lead Assistant Manager at EXL South Africa

Job Description

• This is a pivotal role bridging the gap between non-medical agents and highly technical underwriters, ensuring smoother workflows, better customer conversations, and enhanced client trust.

Responsibilities

 This individual will:

• Mentor & Train: Provide structured training, coaching, and on-the-job guidance to agents with no prior medical background.
• Develop Job Aids: Create simple, practical reference guides (common medicines, diseases, probing questions) to enable agents to conduct effective customer interviews.
• Support New Hires: Ensure smooth onboarding and capability-building of new joiners.
• Quality Oversight: Review agent performance, identify knowledge gaps, and provide corrective coaching.
• Client Interaction: Represent the process in weekly/monthly business reviews, share insights, highlight improvements, and build confidence with the client and underwriters.
• Process Improvement: Recommend changes that make interviews more effective, improve accuracy of documentation, and reduce call handling times.
• Help Operations to track and report progress in a clear and meaningful way to internal leadership and the client.

Qualifications

Qualifications & Experience:

• Nursing graduate (BSc/MSc), Senior Nurse with team management experience, OR master’s in pharmacy with demonstrated leadership experience.
• Prior experience in mentoring or managing teams.
• Strong understanding of common diseases, symptoms, and medications, with ability to simplify concepts for non-medical staff.

Skills & Competencies:

• Ability to translate complex medical information into simple, practical guidance for agents.
• Strong communication and interpersonal skills to mentor frontline staff and engage with clients confidently.
• Analytical mindset to identify process gaps and propose workable solutions.
• Experience in creating simple learning materials, cheat sheets, and job aids.
• Confidence in participating in client discussions, providing meaningful insights, and showcasing improvements.
• Ability to drive performance metrics and ensure accuracy in agent output.
• Patience, empathy, and adaptability while working with a non-medical frontline workforce.