Job Openings 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

• HR Business Partners perform a specialized type of HR work focused on HR consulting to the business. This role focuses on partnering with business to shape the people infrastructure and culture needed to attract, engage, and retain the very best talent.
• It entails working closely with business leaders to drive HR programs, talent management, employee engagement, performance management, workforce management and compliance.
• It also involves influencing and driving HR solutions to business, through HR CoEs of talent acquisition, HR shared services, learning and development compensation and benefits, statutory and compliance services. Additionally, HRBPs are tasked with implementing people policies and HR programs for the organization

Responsibilities

• Provide general administrative support to HR Teams including scheduling meetings, preparing documents, and coordinating events 
• Assist with HR projects and initiatives as required
• Help in organizing employee engagement initiatives and events
• Assist in handling employee inquiries regarding payroll, benefits and other HR related matters
• Support Audits and ensure accurate record keeping and documentation
• Support onboarding to ensure new hires are integrated smoothly in the organization

Qualifications

• Bachelor Degree in relevant field with 4 - 6 years of relevant experience

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Job Description

• EXL Service is seeking an AI Adoption Lead to drive enterprise AI adoption and rapid AI solution development across operations. The role focuses on leveraging Microsoft Copilot, SharePoint, and the Microsoft 365 ecosystem to enable productivity improvements, workflow automation, and intelligent knowledge management across delivery teams.
• The role will act as a regional AI champion responsible for identifying high-impact use cases, building quick AI solutions and prototypes, and driving adoption of AI tools within business operations such as analytics delivery, contact center operations, and shared services.

Responsibilities

AI Solution Development & Rapid Prototyping:

• Design and develop rapid AI productivity solutions using Microsoft Copilot, SharePoint, Microsoft Teams, and the Microsoft 365 ecosystem.
• Awareness of new Generation AI capability tools such as Claude CoWork, Gemini, Anthropic, Perplexity 
• Build quick AI assistants, copilots, and workflow automation tools that support operational teams.
• Develop prompt libraries, Copilot extensions, and reusable AI solution templates for business teams.
• Create lightweight AI prototypes and proof-of-concepts to validate business use cases quickly.
• Use Power Platform tools (Power Automate, Power Apps) to automate manual operational processes.
• Develop knowledge copilots and AI search assistants using SharePoint knowledge bases.
• Integrate AI tools with enterprise platforms such as CRM systems, service management platforms, and internal data repositories.

AI Adoption & Evangelization:

• Act as an AI evangelist to promote adoption of Copilot and AI productivity solutions.
• Conduct AI awareness sessions, workshops, and training programs for operations teams.
• Work with business leaders to embed AI tools into daily workflows and operational processes.
• Support change management initiatives to ensure successful adoption of AI-driven solutions.

Business Process Understanding & AI Opportunity Identification:

• Collaborate with business stakeholders to understand key operational workflows across EXL operations.
• Identify opportunities where AI can improve productivity, automate manual work, and enhance decision support.
• Translate business problems into scalable AI use cases and solution concepts.
• Support operational transformation initiatives using AI-enabled productivity tools.

AI Program Management & Governance:

• Drive AI adoption initiatives.
• Track key adoption metrics including usage, productivity gains, and business impact.
• Collaborate with IT, security, and governance teams to ensure responsible AI usage and compliance.
• Develop reporting dashboards to track AI adoption and communicate value to leadership.

Qualifications

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Required Skills & Experience:

• Hands-on experience with Microsoft 365 ecosystem including Copilot, SharePoint, Microsoft Teams, and Power Platform.
• Experience building AI productivity tools, workflow automations, or knowledge management solutions.
• Understanding of Generative AI applications in enterprise environments.
• Strong business process understanding across BPO, operations, or shared services environments.
• Ability to translate business needs into practical AI solutions.
• Strong communication skills with ability to evangelize new technologies.

Preferred Qualifications:

• Experience with Microsoft Copilot Studio, Azure AI services, and prompt engineering.
• Exposure to enterprise AI copilots, chatbots, or GenAI-powered applications.
• Experience supporting digital transformation or automation initiatives.
• Knowledge of responsible AI governance and enterprise security practices.

Success Metrics:

• Adoption of Copilot and AI tools across delivery teams.
• Number of AI use cases implemented and scaled.
• Operational productivity improvements achieved through AI.
• Business value and efficiency improvements from AI-enabled solutions.
• Must be credit & criminal clear. 
• Must have Matric/ Grade 12. 

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Job Description

• Ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail
• Solid critical thinking, problem solving, and interpersonal skills
• Demonstrates ability to give and receive feedback with peers and business partners
• Ability to work independently with minimal supervision
• Must demonstrate sound arithmetic, analytical and problem solving ability.
• Ability to adapt to workload and multitask with attention to detail in a dynamic environment.
• Excellent verbal, written and comprehension skills
• Lead and coach the RTA team to ensure effective real-time monitoring, adherence management, and intraday control
• Monitor call volumes, AHT, shrinkage, and agent availability to proactively mitigate SLA risks
• Take real-time corrective actions such as skill reallocation, overtime, VTO/VOL, and schedule adjustments
• Act as the primary point of contact for Operations, WFM, and stakeholders during intraday performance issues
• Ensure accurate real-time adherence tracking and timely communication of deviations to leadership
• Analyze intraday trends and provide alerts, forecasts, and recommendations to optimize performance
• Maintain high data accuracy and governance across real-time dashboards and MIS reports
• Support root cause analysis for SLA misses and drive continuous improvement initiatives
• Prepare and share intraday, EOD, and performance summary reports with actionable insights
• Drive process improvements, standard operating procedures, and best practices within the RTA function

Responsibilities

• Manage, maintain, and continuously enhance MIS and performance reporting requirements for the campaign. Design and deliver dashboards, scorecards, and presentation decks for business reviews and leadership meetings. 
• Automate recurring reports using basic automation techniques to improve efficiency and accuracy. 
• Perform basic data analysis, identify trends and gaps, and provide actionable recommendations to improve KPIs. 
• Ensure data integrity, consistency, and timely delivery of reports across stakeholders. 
• Communicate insights, risks, and performance updates effectively to internal and external customers. 
• Partner with Operations, WFM, and clients to support data-driven decision-making.

Qualifications

• Very proficient with Microsoft Excel.
• Ability to scrub, dissect and visualize data; create customized reports.
• Power Platform -Power Automate and Power BI
• Office 365 – MS Office, Forms, SharePoint.
• Experience on different telephony and WFM platforms.
• 2+ year of analysis and reporting experience.
• Team Management.
• Data visualization and storytelling.
• Any amount of experience in programming (VBA or SQL) is a plus.

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Job Description

• Become a key member of our vibrant team as a Customer Service Representative, acting as the main point of contact for policyholders in a lively contact centre. Your duties will encompass processing billing transactions, assisting with inquiries, policy changes/updates and providing technical support through both calls and web chat with professionalism and precision.
• With excellent communication and organizational skills, you'll deliver outstanding service experiences while fostering a cohesive team environment. If you are committed to excellence and eager to succeed in a structured operations setting, this role is ideal for you. Apply now to embark on a rewarding career journey with us. 

Responsibilities

Key Responsibilities  

Responsibilities are not limited to the enclosed  

• Supporting customers across the wider business.  
• Provide world class customer service to both new and existing customers.  
• Provide Sales support to customers.  
• Continual learning of products/services.  
• Promote and sell products to new and existing customers  
• Follow clear instructions and guidelines to investigate, resolve and process high volume customer enquiries whilst delivering customer service excellence  
• Contribute to the workstream to deliver objectives to agreed business targets (including growth, quality and compliance) 
• Deliver accurate information on products and services to ensure consistency across the organisation and provide trustworthy customer service  

Qualifications

Minimum Requirements:  

• SA Citizen  
• Grade 12 (Mandatory) 
• CEF – minimum CEF level B2 –8  
• Written B1-6 

Soft skills & Telecommunications Experience (Advantageous)

• Computer Literacy (MS Office, Social Media, Online, Navigation)  
• Good articulation of the English language (Spoken and Written)  
• 6- 12 months customer service experience
• Some post High School education preferred 
• Excellent telephone etiquette and service delivery skills 
• In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets

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Job Description

• Support with Member queries for Healthcare Client

Responsibilities

• Support with Member queries for Healthcare Client

Qualifications

• 6 month Call Centre and Grade 12 Pass

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Job Description

Role/Responsibility  

• Manage teams and ensure quality and productivity targets are met
• Develop strategies on the floor for reducing attrition and improving employee satisfaction

Team Management:

• Lead and manage a team of agents.
• Monitor and evaluate agent performance, providing coaching and feedback.
• Set clear team goals and Key Performance Indicators (KPIs).
• Conduct regular team meetings and create an open communication environment.

Performance Monitoring:

• Track and report on team performance metrics.
• Identify training needs and provide necessary coaching.
• Recognize and reward high performance.

Customer Service:

• Ensure all calls are handled professionally and in accordance with company guidelines.
• Address and resolve customer complaints and issues promptly.
• Maintain up-to-date knowledge of products and services.

Operational Duties:

• Manage the flow of inbound and/or outbound calls.
• Prepare and deliver performance reports to upper management.
• Participate in the recruitment and hiring process of new agents.
• Implement strategies to improve quality and productivity.

Training and Development:

• Train and onboard new team members.
• Ensure all team members understand and follow company policies and procedures.
• Organize team-building activities to foster a positive work environment.

Process/Functional level data collation and reporting to Internal and External clients.

• Preparation, submission and presentation of various reports for the processes on agreed service level metrics with client.
• Regular maintenance of functional MIS and prepare performance analysis.
• Analyzing data and deriving meaningful results for the use of management in decision-making.
• Ensure accurate, timely and efficient reporting of Weekly, Monthly and Quarterly reports.
• Ensure compliance to client and organizational policies and procedures in respect of reporting.
• Maintain and develop the processes to ensure optimum automation of reports.
• Liaison effectively with leadership team, proving to be an effective and dependable support mechanism.
• Regular audit of reports from operations, preparation of audit reports and highlighting the procedures not being followed. 
• Should show sufficient flexibility and urgency to handle pressure in a cross-cultural environment. 

Responsibilities

• Overall 2 years of work experience in Business Process Off-shoring  Team Leader/Assistant Manager .  

Qualifications

• Grade 12/Graduation (in any stream) or diploma with a minimum of 12 years of education.

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Job Description

• We are seeking a dynamic Human Resources Business Partner (HRBP) to operate at both strategic and operational levels, delivering an exceptional employee and leadership experience.
• This role focuses on executing the people strategy and driving key HR initiatives aligned with business objectives in South Africa. The HRBP will manage the full employee lifecycle, including talent development, performance management, leadership development, employee engagement, and retention.
• The ideal candidate will demonstrate strong business acumen, excellent interpersonal skills, and the ability to build trusted partnerships with stakeholders while aligning with culture and values.
• HR Business Partners perform a specialized type of HR work focused on HR consulting to the business. This role focuses on partnering with business to shape the people infrastructure and culture needed to attract, engage, and retain the very best talent.
• It entails working closely with business leaders to drive HR programs, talent management, employee engagement, performance management, workforce management and compliance.
• It also involves influencing and driving HR solutions to business, through HR CoEs of talent acquisition, HR shared services, learning and development compensation and benefits, statutory and compliance services. Additionally, HRBPs are tasked with implementing people policies and HR programs for the organization

Responsibilities

• Partner with business leaders to deliver the people strategy and implement innovative HR initiatives
• Drive the rollout of employee programs and organizational development initiatives
• Coach and support managers in adopting talent frameworks, tools, and best practices
• Foster a high-performance, diverse, and inclusive culture
• Act as a trusted advisor, providing accurate and timely HR guidance to leadership
• Collaborate with Payroll, HR Shared Services, Legal, and other internal teams
• Manage employee relations matters including disputes, performance improvement plans, disciplinary actions, and terminations
• Facilitate clear and effective communication on all HR-related matters
• Represent the company with professionalism and integrity both internally and externally

Qualifications

Selection/ Eligibility Criteria:

• This role is only open to Band B2 and Band C1 employees across the business. 
• Band B2 employees may apply - minimum of 12 months’ tenure in current role.
• Band C1 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
• Performance rating of 3.5 or higher in the last appraisal cycle.
• Eligible under Progressive Disciplinary Policy – No warnings or disciplinary actions in the past 6 months. 
• No absence stage letters.
• Completed the assigned Renew training modules designated to your band level.
• Please note that you will need to pass any required assessments, as well as the mandatory background checks.
• Relevant HR Experience. 

Required Skills & Competencies:

• Strong leadership and influencing skills
• Ability to operate in a fast-paced, dynamic environment with agility
• Excellent stakeholder management and relationship-building skills
• Strong problem-solving and multitasking abilities
• Excellent verbal and written communication skills
• High attention to detail
• Strong analytical capability (attrition, retention, engagement reporting)
• Solid understanding of South African labour legislation and compliance
• Flexibility to support extended or graveyard shift operations
• Passion for continuous learning and driving impact

Experience Requirements:

• Minimum 5 years of HR experience (BPO industry advantageous)
• At least 3 years’ experience as an HR Business Partner

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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

Responsibilities

• Caters to new claim filing related to damage/s to our customers dwelling, contents, vehicle, and liability. 
• Responds to basic claim status inquiries such as claim payment details, claim process and guidelines and Turnaround time. 
• Transfers calls to adjuster/different departments as applicable.

Qualifications

• 1-year minimum experience as a Real Time Analyst 
• Grade 12(Matric) or equivalent Qualification 
• Must have a clear credit & criminal record
• 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 Purpose

• The Junior Data Analyst is responsible for collecting, analyzing, and interpreting financial and operational data to support business decision-making within the bank. The role involves preparing reports, monitoring key banking metrics, maintaining data accuracy, and assisting departments such as finance, risk, compliance, and operations.

Key Responsibilities

• Collect, clean, validate, and organize banking data from multiple systems
• Prepare daily, weekly, and monthly management reports
• Analyze financial, customer, and transaction data to identify trends and insights
• Support regulatory, compliance, and audit reporting requirements
• Develop dashboards and visual reports using business intelligence tools
• Assist in monitoring risk, fraud, and operational performance indicators
• Write and maintain SQL queries for data extraction and reporting
• Ensure data quality, accuracy, and confidentiality
• Support senior analysts and business stakeholders with ad hoc reporting requests
• Document reporting processes and data procedures

Required Skills & Competencies

• Proficiency in Microsoft Excel (Pivot Tables, formulas, data analysis tools)
• Basic to intermediate SQL skills
• Familiarity with data visualization tools such as:
• Microsoft Power BI
• Tableau
• Strong analytical and problem-solving skills
• Excellent attention to detail and accuracy
• Good communication and presentation skills
• Ability to work with confidential financial information
• Time management and organizational skills

Qualifications & Experience

• Bachelor’s degree or diploma in:
• Finance
• Statistics
• Economics
• Mathematics
• Computer Science
• Information Systems
• 0–2 years of experience in data analysis, banking, finance, or reporting
• Internship or graduate programme experience is advantageous
• Basic knowledge of banking products and financial services preferred

Qualifications

• Bachelor's/Master's in any stream 2-5 years