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  • Posted: Jan 15, 2026
    Deadline: Not specified
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  • 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 insights, streamline operations, improve customer experience...
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    Lead Assistant Manager

    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.

    Check how your CV aligns with this job

    Method of Application

    Interested and qualified? Go to EXL South Africa on fa-ewjt-saasfaprod1.fa.ocs.oraclecloud.com to apply

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