Job Openings at EXL South Africa

Job Description

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Responsibilities

• Answers questions to providers related to Benefit Plans, Claims and related topics
• To communicate effectively for additional information as needed by providers
• Perform accurate data entry
• Perform eligibility and benefit verification
• Create effective, grammatically correct and compliant written communications and demonstrate effective listening and soft skills, engaging in effective dialogue through proper, clear, and effective verbal communication

Qualifications

• Good computer navigation skills
• Typing speed of 30 Words per Minute with 95% Accuracy 
• Well versed with basic functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work and collaborate effectively with internal customer
• Preferred knowledge of medical terminology
• Preferred ability to make sound decisions under the direction of Supervisor
• Preferred ability to analyze and resolve problems with minimal supervision
• Ability to navigate multiple systems and applications 
• Ability to produce high quality outcomes in a highly productive environment.
• Ability to make sound judgments based on available information.
• Excellent written and oral communication skills 
• Strong critical thinking skills and attention to detail
• Experience in using email and Web-enabled applications

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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

• 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

Essential Functions:

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

Responsibilities

• Meeting the SLA Targets
• Team management and Transaction/Call Monitoring
• Productivity Improvement and Employee engagement
• Client interaction, if required at supervisory level
• Ensure compliance with internal policies and procedures, external regulations and information security standards
• Driving Quality initiatives in the process to attain measurable positive results
• Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
• Ensuring accuracy of performance reports and compliance to internal control requirements
• Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
• Establish an environment and work style that promotes the concept of teamwork and professional development
• Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
• Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report

Qualifications

• Lean Six Sigma Yellow Belt Certified (highly preferred)
• Good to have Green Belt certification/training (preferred)
• People management and leadership skills
• Reasonable level of business perspective regarding the internal functioning of the business
• Must understand audit trends and should be able to identify process gaps
• Should understand RCA for performance improvement
• Should know how to create dashboards and reports
• Should be able to handle escalations, disputes
• Should be able to drive calibration and publish variance report
• Band A2 in Quality Excellence apply for (12-month tenure) - Compulsory
• Band B1 in Quality Excellence can apply for lateral movement (12-month minimum tenure) -Compulsory            
• Performance rating of 3.5 or higher in the last appraisal cycle 
• Clear Disciplinary Record 

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Job Description

Essential Functions:

• Ensure that the process transactions are processed as per Desktop procedures 
• Ensure that the assigned targets are met in accordance with SLA and Internal standards
• Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence 
• Ensure adherence to established attendance schedules 
• Ensure adherence to Company Policies and Procedures

Performance parameters:

• Meeting set targets on a monthly basis
• Offer to Joining Ratio of the Offers made
• Number of candidates hired who clear the Post FVT assessment
• Number of defects against number of Offers made
• Primary Internal Interactions:
• Team for the purpose of coordination
• Assistant Manager for escalations, unresolved issues, appraisals and reviews
• Manager for solving the issues unsolved by the immediate supervisor
• Operations and Support hiring managers – for the purpose of Recruiting candidates for their processes and for calibration purposes
• Finance and Commercial departments for settling vendors payments, own imprest bills etc.
• Customer Experience Analysts and Trainers for the purpose of Voice Capability assessment

Primary External Interactions:

Vendors for:

• Hiring candidates, lining up candidates for interviews and also assessing their performance
• Giving Advertisements
• Preparing promotion material

Technical Skills:

• Skilled with the use of MS Office applications like – PowerPoint, MS Word and MS Excel
• Internet usage and email access
• Above average knowledge of the BPO industry 

Process Specific Skills:

• Interviewing skills
• Feedback skills
• Excellent communication and presentation skills
• Prioritizing stake holders needs
• Strong customer service focus

Responsibilities

Essential Functions

• Job Analysis & Strategy: Collaborate with hiring managers to define job specifications and ensuring alignment of the job role requirements
• Sourcing Candidates: Use job boards, social media, referral drives, and headhunting to find potential candidates.
• Screening & Interviewing: Review resumes, pre-screening interviews, and assessing candidate’s competency via an assessment tool
• Coordinating Interviews: Schedule and manage interviews between candidates and hiring teams.
• Offer Negotiation: Facilitate discussions around salary, benefits, and start dates.
• Ad hoc & Compliance task: 100% compliance on all finalized candidates before offer is extended, 

Qualifications

• Minimum 1-year Volume Recruitment Experience in a BPO/agency environment will be preferred
• Must have Matric (HR or related qualification advantageous) 
• Clear Credit & Crim Record
• Computer literate 
• Should display sufficient flexibility and urgency to handle pressure in a cross-cultural environment 
• 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

• 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

• Generates month-wise, day-wise and interval-wise forecast incorporating historical trends and other factors such as special events, seasonality, chum or growth, weather etc.
• Runs short term forecast and re-forecast/adjust future volume projections as needed to ensure optimum staffing always.
• Creates, maintains and updates the Capacity plan and ensures that staffing requirements, seat requirements and logistics are being delivered while balancing cost and performance.
• Generates/reviews schedules accordingly to meet the business requirements enabling superior customer service.
• Provides leadership and supervision to a highly engaged and self-sufficient team of WFMs, ensuring that all SLAs are met across accounts.
• Drives high client satisfaction by managing service levels situations and providing staffing, scheduling and Real-Time Adherence solutions.
• Protects the organization’s assets through upholding the principles of Quality Information Security Management System.
• Serves as the main point of contact for all WFM concerns.

Responsibilities

• Reviews and amends the long term and short-term forecasts, schedules, and reports while ensuring accuracy and timelines of delivery.
• Ensures workforce management process and procedures are in place and followed.
• Conducts performance appraisals of direct reports periodically.
• Monitors daily, weekly, monthly and the annual center performance and alerts management of any discrepancies or issues around it.
• Monitors daily performance of forecasts and schedules against actual metrics within the center and applies changes to future plans.
• Plans, directs, supervises, and evaluates forecasting and scheduling workflow.
• Assists in the implementation of a Workforce Management System within the organization to enable effective management of shifts and work patterns.
• Perform routine audits of call center reports to ensure accuracy and integrity is maintained.
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organizations business functions.
• Able to analyze call center trends, including call volume, call patterns, staff productivity, attrition rates, and resource allocation.
• Proactively collaborates with other departments to identify opportunities for improvement and provides input on performance.
• Ensures regular coaching, feedback and recognition is being done with the direct reports.

Qualifications

• Excellent skills in forecasting, scheduling and real-time time management a must
• Strong organizational skills to ensure critical timelines are met
• Accuracy and attention to details a must in this role
• Strong presentation skills
• Detail oriented with ability to deliver project deliverables with little supervision
• 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
• Demonstrate analytical, organizational, problem solving and creative thinking skills
• Respond positively to change, embracing and using new practices or values to accomplish goals and solving problems
• Flexible and willing to work in shift schedules and during weekends.

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Job Description

• You will be working with a range of clients and wider business practices to engineer/re-engineer, design and strategy to help our clients as they embark on the journey to transform their operations.
• Support the implementation of project management plans. Perform more advanced documentation and reporting tasks. Collaborate with team members to ensure adherence to project timelines. Enhance skills in project management tools and methodologies. Begin to mentor junior team members. 

Responsibilities

Essential Functions

• Support and track the delivery of digital work for aligned clients
• Actively originate and shape digital opportunities for existing and new client base
• Be able to articulately and passionately present digital concepts to senior stakeholders (internal and external)
• Develop the business case for digital opportunities
• Develop Cost structures and benefit models as suits to client needs
• Exposure in Consulting, preferably in L&A domain
• Work closely with aligned operations and transformation lead on opportunity identification, analysis, validation and solution segmentation (Analytics, Digital, Process re-design, etc.,) 
• Work with business leaders to identify and execute transformation opportunities
• Drive cross functional teams to deliver transformation projects
• Maintain awareness of new and emerging solutions and the potential application on operations 
• Drive enterprise adoption of these tools/techniques by internal and client showcasing and articulating the business case and value proposition 
• Act as business interface for Advance Automation & Robotics and analytics opportunities 
• Ability to effectively communicate with internal and external stakeholders on a periodic basis (written & verbal)
• Ability to coach Operations on Change management 

Technical Skills 

• Manage team of resources aligned to projects; effectively plan, prioritize and execute everyday project related activities
• Understanding of AI and other automation tools and technologies, domain, etc  

Process Specific Skills 

• Knowledge of industry domain being aligned to (example, Insurance, Banking, etc)
• Expertise in mapping as-is process, creating future operating model with intervention of technology
• Excellent working knowledge of MS Office – MS Excel, Power Point, Word Doc

Soft skills (Desired) 

• Project management skills to drive digital projects

Leadership

• Fosters a spirit of collaboration and team work  

General

• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Problem solving skills 
• Strong written and verbal communication Skills.
• Ability to resolve conflicts constructively and lead in a continually challenging environment

Qualifications

• Knowledge of Digital Interventions such as RPA, Analytics, ML and AI 
• PMP / Agile certification would be an added advantage
• Certified Lean Six Sigma Black belt/ Green belt would be preferred
• Evidence of problem solving analytical mindset
• Excellent oral communication and presentation skills 
• Bachelor Degree in relevant field with 6- 8 years of relevant experience.