Manager _SA_Cape_Town_C76-UK at EXL South Africa

JOB DESCRIPTION
Performance parameters

• To check and verify customers’ credentials and feed them correctly in database
• To identify and highlight fraudulent/fake/forged documents
• To meet Service Level Agreement, AHT and quality targets
• To report any bug or issue in CRM
• Participate in ideation workshop and share improvement ideas
• Adaptable to learn new document type, process, concept and skills
• Ensure adherence to process guidelines as per agreed quality standard on all SOPs
• Ensure that the assigned targets are achieved as per agreed SLA
• Ensure adherence to Company Policies and Procedures
• Should be flexible to work in a 24/7 environment
• Employee Satisfaction, people development and morale.
• Process performance – as per KSFs over the month.
• Attrition within target levels
• Improvement in quality and productivity
• Customer Satisfaction

Any other essential function that may occur from time to time as directed by the Supervisor    

QUALIFICATIONS

• Matric

REQUIRED SKILLS

• Management Experience