Current Jobs at EXL South Africa

Job Description

Essential Functions

• Supports management with all necessary reports and planning models to facilitate the process of decision making
• Monitors actual activities and compare it to plan and make recommendations for immediate changes
• Ensures that pre-planned activities are being scheduled in advance and communicated effectively 
• Adjusts the schedules accordingly based on the actual scenarios and provide overtime requirements/voluntary time off to ensure efficient and effective staffing
• Ensures adherence to schedules and raises alerts in a timely manner in case of deviations 
• Optimizes the schedules and makes real-time adjustments on breaks and lunches based on the actual staffing
• Executes skill change and reallocation requests and initiatives
• Provides recommendations in case of understaffing/overstaffing
• Act as first point of contact for any escalations, outages, system issues or any other production impacting situations
• Maintains confidentiality relative to the organizational strategies, objectives and practices

Qualifications

• 1 year minimum experience in Workforce Management
• Excellent skills in scheduling and real-time time management a must
• Accuracy and attention to details a must in this role
• Excellent written, verbal and e-mail skills, with the ability to interface effectively with individuals at various levels
• Ability to effectively prioritize workload in a fast paced, real-time and frequently changing environment while remaining detailed and organized
• Respond positively to change, embracing and using new practices or values to accomplish goals and solve problems
• Flexible and willing to work in shift schedules 

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Job Description

• Join our dynamic team as a Customer Service Representative, where you'll be the frontline contact for policyholders in a fast-paced contact center environment. Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• With strong communication and organizational skills, you'll deliver exceptional service experiences while contributing to a collaborative team environment. If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

• Receive inbound calls from policyholders in a contact center environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.

Qualifications

• Experience of up to 1 year, preferably in a customer service environment
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications (MS Office, Word, Excel, etc.)
• Able to commit to the entirety of the training program and work within a structured operation environment.

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Job Description

• Support leadership in establishing a robust control environment as part of day to day operations for assigned business/operations area.
• Supervise junior staff assigned and providing guidance and overall review of deliverables.
• Manage compliance for assigned business/operations area.
• Responsible for Self-assessment process for assigned business/operations area.
• Support AVP/Manager in developing/imparting training and other initiatives.

Responsibilities

• Support leadership in establishing a robust control environment as part of day to day operations by managing performance of risk management and compliance assurance related procedures. This includes identifying and analyzing issues and then proactively taking mitigation steps.
• Perform and design compliance/audit reviews for assigned business/operations area.
• Monitor risks & controls. Identify/report exceptions and action plans.
• Assist establishment of risk management and compliance assurance processes and procedures for the assigned business/operations area. within the given timeframe.
• Manage critical documentation like Operations Standard Document (OSD), BISRA (Business Information Security Risk Assessment) etc. for all assigned client areas.
• Responsible for implementation of controls in operational areas as defined by OSD, contractual requirements and EXL policies. Liaise with other corporate functions for implementation of EXL policies and procedures.
• Ensure awareness and trainings on key risk and compliance aspects (L&D trainings, corporate trainings and other external/internal trainings).
• Ensure �Compliance Self assessment� exercise is carried out within timelines and ensure issues highlighted are closed within timelines.
• Facilitate timely closure of issues identified in internal/external audits/reviews.
• Support organization level improvement projects on risk management and compliance assurance.

Qualifications

External Candidates:

• Proven track record of 3 years' experience as Line Compliance Manager
• Strong Team Management Skill as a Line Compliance Manager