Manager - Business Process & Service Excellence -Quality Excellence at EXL South Africa

Job Description

• An intermediate level management position in which the incumbent has the responsibility for directly managing the onshore quality assurance review staff as well as monitoring the offshore quality review staff.
• This includes monitoring reviewer quality and production for all audit products. Ultimate responsibility is to ensure consistent quality of audit products along with proper production of the review staff. This will be done consistent with company policies, procedures, and standards.

Responsibilities

Quality Assurance & Monitoring

• Develop and implement quality frameworks for transactional processes.
• Conduct regular audits, reviews, and sampling of transactions to ensure accuracy and compliance.
• Monitor performance metrics (accuracy, timeliness, compliance) and identify improvement areas

Process Improvement

• Analyze root causes of errors and design corrective/preventive actions.
• Collaborate with crossfunctional teams to streamline workflows and eliminate inefficiencies.
• Drive automation and digital tools adoption to enhance transactional quality.

Training & Development

• Design and deliver training programs to improve employee awareness of quality standards – Need Basis 
• Coach and mentor team members on best practices for transactional accuracy and compliance.

Stakeholder Management

• Partner with business leaders to align quality goals with organizational objectives.
• Prepare and present quality reports, dashboards, and insights to senior management.
• Act as a liaison between operations teams and compliance/regulatory bodies.

Risk & Compliance

• Ensure adherence to internal policies, industry regulations, and data protection standards.
• Identify potential risks in transactional processes and implement mitigation strategies.

Qualifications:

• Bachelor’s degree/University in Business Administration, Finance, Operations, or related field (Master’s preferred) 
• Must have 3 - 4 years of experience in quality management, with at least 3 years in a transactional or backoffice environment within a BPO. 
• Must have led process improvement / transformation program with significant savings (with at least 34 projects led individually)
• Must have mentored at least 5 – 7 GB / BB projects 
• Lean Six Sigma Black Belt – trained / certified (preferred)
• Insurance domain knowledge preferred
• Exposure to multiple client environments
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders 
• Evidence of problem solving analytical mindset and comfort with business ambiguity
• Excellent oral communication and presentation skills
• Superior written communication skills