Jobs at EXL South Africa

About the job

• Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
• Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
• Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
• Accurate data entry into systems and maintaining thorough records.
• Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
• Identifying opportunities for process and service improvements and discussing these openly with your manager.

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About the job

• This role is primarily responsible for subject matter expertise on Insurance domain as well as developing and deploying domain learning.
• She/He will be responsible for leading teams, liaising with leadership, conducting diagnostic and needs analysis, and aligning capability development plans to meet business needs and client expectations.
• This role is required to facilitate trainings on relevant domain topics.
• This person will also be responsible for leading research to identify and develop content on new capabilities.
• The role entails researching and responding to RFP’s/RFI’s and presenting domain capabilities to internal leadership and external stakeholders during visits.
• Have an understanding of digital in Insurance and how domain advancement and digital new skills can be leveraged in Insurance.

Lead initiatives for developing domain capabilities

• Engage with leadership to define domain/digital capability development requirements, generate buy-in, rally internal and external stakeholders towards building the right capabilities for the vertical
• Manage the change program to institutionalize domain capabilities, targeting differentiated needs across the various audience segments
• Identify, source and deploy tools, systems and resources needed by the company for ongoing development of domain capabilities
• Plan and deploy capability development curriculum, certifications, and calendar, develop new learning materials with domain capability as an outcome
• Curate learning resources on domain capabilities from the open ecosystem available online and offline; define clear and structured learning paths from curated assets; deploy and track
• Drive domain and digital thought leadership through focused research, articles, case studies, industry interactions, and point-of-view sessions both internally and externally by EXL leaders
• Identifying the gaps between the desired state and the current state of knowledge and developing customized training curriculum that is scalable and provides EXL a competitive edge
• Training need analysis, researching, designing and developing content such as module outlines, presentations, trainer’s guide, participant’s guides and other training material
• Designing training aids like activities, role plays, case studies, etc. in order to make the training session livelier and more interactive
• Ensuring that the quality of content is maintained as per the targets assigned and should be in accordance with internal standards
• Identification of appropriate methodology for the implementation of training
• Training and certification of trainers on the training modules
• Managing training material and content - regular reviews and updation
• End to end management of training programs i.e. Reporting, Dashboards, assessments etc.
• Delivery of pre-process domain trainings across verticals and curation of customized domain content inline with upcoming new business areas and Geos
• Lead and represent domain capabilities and offering with external and internal stakeholders
• Maintain and ensure timely data collection, reporting to Business units and other internal stakeholders, as needed

Skills Technical Skills- Good knowledge of MS Office suite applications like – PowerPoint, MS Word and MS Excel

• Internet usage and email access
• Working knowledge of tools, as needed for the role

Process Specific Skills

• Good training/ presentation skills
• Content designing and development
• Excellent domain knowledge
• Ability to present the information in simple & easy manner
• Ability to understand and comprehend quickly
• Prioritizing customer needs
• Strong customer service focus
• Ability to assess learning needs, customize solutions and deliver

Soft skills (Desired)

• Good verbal and written communication skills
• Ability to do in-depth research and create articles
• Flexibility and urgency to handle pressure
• Self-disciplined and result oriented
• Data gathering ability/ Eye for detail

Soft Skills (Minimum)

• Ability to multitask
• Ability to approach problems logically
• Interpersonal Skills
• Feedback Skills
• Customer Service Focus
• Active listening skills
• Coaching and mentoring skills
• Presentation and Facilitation Skills

Desired Skills and Experience

• Communication Skills

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About the job
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

Desired Skills and Experience

• Communication Planning and Strategy Development , Computer Navigation , Conflict Management , Influencing and Negotiation Strategies , Off-shoring technology set-up like Bandwidth utilization etc. , Speed Typing , Stakeholder Engagement , Strategic Competencies

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About the job

Key Responsibilities

• Lead and Inspire: Develop and lead a team of learning professionals to deliver top-notch training programs.
• Innovate: Design and implement innovative learning solutions that keep our team ahead of the curve.
• Collaborate: Partner with stakeholders to identify capability gaps and create targeted development plans.
• Measure Success: Evaluate the effectiveness of training programs and continuously improve them.
• Champion Growth: Foster a culture of continuous learning and professional development.

Desired Skills and Experience

• Strategic Planning

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About the job

• Responsible for delivery of 100% uptime support to business operations and other enabling functions to ensure efficient delivery to end client processes by maintaining a healthy and safe environment for Employees, clients and visitors.
• This function includes day to day management of Facility Operations Such as - Housekeeping, F&B Service, Front office management, Cost optimization, Team development, Vendor development IFM Services etc.,
• Physical Security such as – Guards, Electronic access, CCTV etc.
• Engineering Services such as - building & equipment maintenance to achieve 100% uptime, Travel - hotel tie-ups, domestic & international travel support including visa facilitation & Logistics support - point to point pick-up & drop facility.
• Additionally, the role will be functionally responsible for EHS, Information Security, Business Continuity, Disaster Recovery & Compliance to other certifications as per the need of the business.
• Further, the position will ensure adherence to laid down procedures & meet all internal & external compliance for the functional area.
• Overall, all of these activities must be carried out in line with EXLs corporate governance objectives