Fresh Jobs at EXL South Africa

Job Description

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Responsibilities

Key Responsibilities:

• Client Portfolio Management: Take end-to-end ownership of key accounts from an IT operations perspective.
• IT Service Management & Delivery: Lead operational reviews on SLA adherence and ongoing projects with clients and internal stakeholders. Participate in service operations reviews and new business growth discussions.
• Business Value Creation: Identify, implement, and review service improvement initiatives. Drive productivity improvements and manage operational costs effectively.
• Compliance & Information Security: Ensure operational compliance in client processes. Collaborate with Internal Audit teams to meet compliance requirements.
• Client Liaison: Understand delivery requirements and communicate expectations effectively to internal teams.
• Incident Management: Maintain a major incidents database, capturing client process downtimes and application issues for future reference.
• Operational Oversight: Conduct floor visits, manage assets, and ensure service delivery standards across offices.
• Project Management: Manage new implementations, transitions, and projects, including Greenfield site/building setups.
• Global Collaboration: Interact with teams across India, the Philippines, and the US, working with SMEs to ensure seamless operations.

Qualifications

Qualifications:

• Graduate or higher; Master’s degree is a plus.
• 12–14 years of relevant industry experience, including large-scale operations management.
• Proven ability to take end-to-end ownership of technology operations, assets, and service delivery.

Required Skills & Experience:

• Strong technical knowledge of Networking, Systems, Voice, and business applications.
• Industry-recognized certifications (e.g., ITIL/ITSM) are advantageous.
• Familiarity with project management methodologies.
• Excellent communication skills, capable of engaging stakeholders at all levels.
• Understanding of enterprise business processes, IT operations, and IT processes.
• Proficient in MS Office, MS Project, and Visio.
• Experience managing large-scale operations (5,000–10,000 end users).
• Experience with new implementations, transitions, and Greenfield setups preferred.

go to method of application »

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.