Current Roles at EXL South Africa

Job Description

Accountabilities    

• Ensure seamless transition and flawless service delivery    
• Focus on transition with ‘Zero’ impact on service delivery
• Focus on efficiencies - leaner, greener and faster                   
• Focus on Process stabilization & sustained delivery
• Reducing operation costs                  
• Make TBP more effective 
• Build effective process management system    

Responsibilities

• FTE headcount
• Revenue from the  BU Vs. Target
• Gross Margin for the BU
• MEI (Manpower Efficiency Index)
• Ensure client satisfaction on all SLA’s and given parameters    
• Deliver on client benefits through innovation and improvements 
• Create plan to deliver efficiency
• Strengthen operational team as well as support functions to minimize leakages
• Partner with transformation team for value delivery                                           
• Identify transformation opportunities where available    Customer Satisfaction Survey results Vs. Desired
• Performance Index
• Improvement through Innovation
• People management    
• Engagement plan for each strata of employees
• Focus on employee training and development, esp. wrt to building domain expertise
• HIPO engagement initiatives to be reviewed regularly
• Cross training and skill enhancement for managing high influx of volume
• Support to Line HR and utilize their expertise more from a people engagement and retention perspective
• Ensure minimal staff attrition and high levels of engagement    
• Employee Attrition Rate
• Employee Engagement Surveys
• Provide assistance to industry and BU leadership for development of strategies for business development and  process improvements    

Working on Strategic Priorities such as (but not limited to):                                                                                              

• Look for opportunities to deliver additional savings for the clients 
• Deliver operational efficiency improvements for both EXL and Client
• Assistance in business development as and when required
• Reduction in Overheads as % of Revenues
• Participation  in people development initiatives    
• Process improvement
• USD value delivered to Client.
• USD value delivered to EXL

MAJOR CHALLENGES

• Focus on customer experience as the business is transitioned with zero impact on service delivery 
• Partner with HR to build strong people practices, and focus on capacity augmentation to manage volume effectively

KEY DECISIONS

• Decisions you make by yourself
• Strategic improvement for process delivery 
• People/management rationalization

INTERACTIONS

• Internal Interaction 
• Job Role you need to interact with Internally in the organization to enable success in your day to day work    
• Business HR Team
• Corporate HR for staffing, internal movement, training, learning and development
• Finance Team
• Facilities Team
• External Interactions 
• Job Role you need to interact with outside the organization to enable success in your day to day work    
• Clients

DIMENSIONS

• Financial Dimensions
• Managing the revenue and profitability

Qualifications

• Minimum qualification: Matric (Grade 12)
• Background screening: Candidates must successfully pass all required background verification checks
• Education: A relevant undergraduate or postgraduate degree is preferred
• Experience: Minimum of 10 years’ experience within the BPO industry, including a demonstrated track record in a leadership role
• Domain expertise: Proven experience within the Insurance domain is essential

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Job Description

• The Quality & Process Excellence function at EXL is to drive quality compliance for client business processes and creating value for clients through lean six sigma based process improvements. 
• The team manages the entire QA management for client processes from establishing QA methodology for new processes to ensuring compliance to meet and exceed customer standards through continuous improvement.
• The team is responsible for driving process improvement and re-engineering across the insurance lifecycle from performing a diagnostic, developing improvement strategy, business case assessment to executing process transformation through stakeholder management and rigorous project management. This team works closely with Insurance Innovation leads to drive the innovation agenda. 

Responsibilities

• Drive process management rigor to ensure superior service delivery by meeting / exceeding customer SLAs. This requires extensive interaction with clients to understand and capture all requirements to assist in set up of SLAs and benchmark processes, baseline performance and target setting
• Support in development of process improvement and innovation strategy for client business
• Planning and execution of projects; managing process improvement program for client engagement(s) 
• Act as business interface for client transformation teams, EXL transformation, technology and operations teams
• Build relationships with key business leaders and other stakeholders to drive improvements
• Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking
• Drive Lean Six Sigma culture, extensive usage on quality tools and concepts and mentor GB / BB
• Support business development; support in RFP, RFI responses from quality perspective
• Active participation in client visits, showcasing transformation case-studies
• Responsible for ensuring smooth set up and functioning of QA to meet business, internal and certification requirements; gather client requirements, build QA plan, support migration team for implementation for new client processes and ensure consistent delivery on QA program

Qualifications

• Minimum 6 years of total work experience with at least 2 years of relevant in BPO / ITES industry
• Must have led process improvement / transformation program with significant savings (with at least 3-4 projects led individually)
• Must have mentored at least 5 – 7 GB 
• Must be a Lean Six Sigma Green Belt – trained / certified.
• Minimum 1 year in current role / assignment
• Life and Annuities Insurance domain knowledge preferred
• Excellent education pedigree 
• 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 

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Job Description

• The candidate will lead the Quality Excellence Insurance vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of P&C areas and have quality control and assurance related improvements and performance. Manage a team of Manager/Sr. Manager, LAM, AM within the vertical.
• Responsible in establishing and monitoring quality control measures, conducting regular calibration exercises, and facilitating quality huddles.

Responsibilities

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience. 
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement. 
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements. 
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical

Qualifications

• Graduate in any stream Minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 3+ years of direct team management experience with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 3 years of relevant experience in BPO
• Must have 3+ years quality experience  Six sigma & Lean tools and methodologies, Process improvements and project execution.

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Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
• Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial. Adherence to company policies and procedures is paramount to ensure operational efficiency.
• You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims. Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns.
• Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met  
• Ensure that the quality of the transactions is in compliance with predefined parameters  
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities