Job Vacancies at EXL South Africa

Job Description

• 1st Line of Defense Risk & Compliance Manager. 
• EXL is looking to hire a 1LoD Risk & Compliance Manager to oversee the Off-Shore 1LoD responsibilities (across South Africa) of EXL by adoption of the Compliance and Risk Management Framework ensuring full compliance of regulatory requirements, in the delivery of our authorized permissions held by our regulatory host (principal firm) in the UK. Activities are regulated by the FCA, ICO and Ofcom.
• The primary purpose of this role is to protect EXL from potential risks and adverse regulatory issues by ensuring adherence of all necessary regulatory policies and procedures in Off-Shore delivery centers.
• The ideal candidate should have extensive Risk & Compliance experience within an FCA regulated financial services environment. Experience supporting Insurance and/or Credit Broking activities, including knowledge of ICOBS, would be advantageous, although candidates from other regulated sectors will also be considered.
• The ideal candidate should be experienced in managing key stakeholders across the business and reporting management information effectively across leadership.

Responsibilities

• Support the Head of Operations within the 1LoD managing the risks they generate as part of their day-to-day activities. 
• Lead first line risk and compliance oversight for EXL UK's Insurance Intermediary and Credit Broking activities, ensuring adherence to FCA requirements including ICOBS, CONC, Consumer Duty, and associated regulatory obligations while embedding effective controls and good customer outcomes across operations 
• Risk ownership and Management; identifying, assessing and managing inherent and residual risks in their specific business area through Risk and Control Self-Assessments and additional ad hoc risk assessments. 
• Control Implementation and operations; Designing, implementing, and maintaining effective internal controls and procedures to mitigate identified risks, in line with EXL’s overall risk appetite and policies. 
• Create, embed and track an appropriate 1LoD Compliance Monitoring Plan to provide assurance and validation of effectiveness of the controls maintained and reported by the business 
• Business Resilience; ensuring EXL builds and maintains strong resilience across business areas like Technology, Operations, WFM etc. to prevent customer detriment. Complete all operational resilience activities with support of relevant business areas including 1LoD sign off for the Operational Resilience Self-Assessment 
• Change management: monitoring and risk assessing adherence of change implementation and delivery against the approved change request, regulation and EXL’s business resilience 
• Customer Interaction; oversight of and support in carrying out key customer facing processes such as customer assessments and customer journey mapping. 
• Prepare reports for senior management, including the UK Governance Structure as appropriate with analysis where required Incident Management; Manage incidents including progression and completion of actions to close an operational or incident with accurate root cause analysis, whilst ensuring incidents are escalated to 2LoD with regular updates provided. 
• Assist with identification and management of further action, incident or risk owners, ensuring appropriate 1LoD sign off to close the incident or risk. 
• Assist with the Quality control teams and determine the effectiveness of the agent activities in the customer facing teams. 
• Documentation and Reporting; documenting processes, controls, risk assessments, and all associated decisions and escalating to 2LoD and senior management. 
• Compile the monthly MI reporting for the SLT Committee. 
• Provide 1LoD Compliance Monitoring updates against the 1LoD Compliance Monitoring Plan to the Risk & Compliance Committee. 
• Lead the adoption and deployment of regulatory initiatives including Consumer Duty within the Off-Shore locations with a particular focus on ‘outcome testing’. 
• Contribute to the Conduct and Control culture of the organization through knowledge sharing and awareness on the importance of Compliance. 
• In collaboration with the 2LoD team, maintain knowledge and adhere to the relevant regulatory and legal obligation of the function managed, including local and wider group policies. 
• Maintain and deliver to relevant committee insightful Horizon scanning dashboards to raise awareness of future changes to regulatory and financial environment that may have an impact on EXL and recommend appropriate actions. 
• Support 2LoD in the preparation and submit compliance reports to regulatory bodies as required. 
• Assist and support 2Lod with the Compliance Monitoring Program including taking ownership of monitoring 1LoD tasks 

Competence Requirements:

• Sufficient breadth and depth of Compliance experience to make critical assessments and sound business decisions. 
• Experience gained within a Financial Services Compliance function, ideally within Insurance and Credit Broking. 
• Comprehensive understanding of the key expectations the FCA has of a regulated firm. 
• Strong communication skills (both written and oral). 
• Strong time management skills to meet agreed deadlines. 
• Proven interpersonal skills with ability to work with a fair degree of autonomy and demonstrate initiative and a sense of personal accountability but remain a team player and enjoy contributing 
• Provide training and guidance to employees on compliance-related matters.
• Ability to work well in a small, collaborative team in both on-shore and off-shore locations. 
• Comfortable with working in dotted lines organizational structurers. 

Consumer Duty: 

• Drive the embedding of Consumer Duty responsibilities and obligations (including Vulnerable Customers) to develop, implement and monitor compliance with the Duty. To do this there is an expectation for the candidate to have a good understanding of the Duty to deliver: 
• Ability to develop and implement Consumer Duty related policies and procedures that are fit for purpose. 
• Track and report on the effectiveness of compliance efforts and identify areas for improvement. 
• Communicate the Duty to staff, senior management and the Board and provide relevant training. 
• Assess services offered to ensure they meet the Duty standards. 
• Collaborate with different departments and stakeholders to ensure compliance. 

Qualifications

Requirements:

• Sufficient breadth and depth of Compliance experience to make critical assessments and sound business decisions. 
• Experience gained within a Financial Services Compliance function, ideally within Debt Collection and Debt Administration. 
• Comprehensive understanding of the key expectations the FCA has of a regulated firm.
• Strong communication skills (both written and oral). 
• Strong time management skills to meet agreed deadlines. 
• Proven interpersonal skills with ability to work with a fair degree of autonomy and demonstrate initiative and a sense of personal accountability but remain a team player and enjoy contributing 
• Provide training and guidance to employees on compliance-related matters.
• to a cooperative environment; Ability to work well in a small, collaborative team in both on-shore and off-shore locations.
• Comfortable with working in dotted lines organizational structurers. 
• Must have 3-6 years of experience
• Must have a Bachelor's Degree

go to method of application »

Job Description

• Lead high-performing BPO teams, drive operational excellence, achieve key performance targets, and deliver an exceptional client and customer experience.

Responsibilities

Responsibilities: 

• Manage teams and ensure quality and productivity targets are met. 
• Develop strategies on the floor for reducing attrition and improving employee satisfaction.
• Documented monthly performance review of Assistant Managers.
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them. 
• Mentor Agents and TLs for their growth and development.
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology. 
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress. 
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Performance Parameters:

• Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200 countries
• To check and verify customers’ credentials and feed them correctly in database
• To identify and highlight fraudulent/fake/forged documents
• To meet Service Level Agreement, AHT and quality targets
• To report any bug or issue in CRM
• Participate in ideation workshop and share improvement ideas
• Adaptable to learn new document type, process, concept and skills
• Ensure adherence to process guidelines as per agreed quality standard on all SOPs
• Ensure that the assigned targets are achieved as per agreed SLA
• Ensure adherence to Company Policies and Procedures
• Should be flexible to work in a 24/7 environment
• Employee Satisfaction, people development and morale.
• Process performance – as per KSFs over the month.
• Attrition within target levels
• Improvement in quality and productivity
• Customer Satisfaction
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

Minimum Requirements:

• Matric/ Grade 12
• Overall, 5 years of work experience in BPO. 
• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.

go to method of application »

Job Description

• This role is required to manage the team as well as the delivery of Preprocess and Process Trainings to all EXL employees. The job also includes evaluating training feedback and providing recommendations to further enhance the effectiveness of training.
• The primary interactions would include coaching and mentoring of the Operations trainers and managing and reporting. This role also involves designing and developing pre – process, Onboarding and /or specialized training modules after need assessments for all Processes at EXL.   

Responsibilities

Essential Functions:

• 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 or onboarding 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 updating 
• Building PPTs and other material and participate in presentation to the client/ internal customers 
• Provide guidance, direction, and training to instructional designers and trainers 
• Conduct verification and re-verification of trainers in the department 
• Handle administrative tasks with respect to training & certification 
• Undertake research for the purpose of creating value to the business and driving business results 
• Convert research into knowledge and disseminate to the businesses  

Performance Parameters: 

• Quality and accuracy of deliverables 
• Efficiency and effectiveness (result-orientation) 
• Training delivery and certification of trainers 
• Adherence to internal standards 
• Adherence to timelines 
• Interaction with the clients/ customer at an appropriate level to ensure high levels of client satisfaction 
• Employee satisfaction, people development and morale 
• Good performance on any other function that may occur from time to time or as directed by the Supervisor 

Qualifications

Minimum Requirements:

• Matric/ Grade 12
• Minimum of 5-6 years' experience as a Team Leader in the BPO environment.

go to method of application »

Job Description

• Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact center.
• With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment. If you're ready to excel in a structured operations setting, apply now for this rewarding opportunity.

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.

go to method of application »

Job Description

• The intake agent will receive and review the fax images and start data entry in the system.
• Validate and verify the provider and member using all compliance metrics.
• Create the precert case and route the case to the appropriate bucket for initial or final review.
• Attach the fax for existing precert cases needing additional information.
• Intake agent needs to determine whether case should be cancelled or build
• Investigate previous case history to determine case outcome
• Fax back providers
• Research certain drugs
• Data capture from system to template.

Responsibilities

• Navigate through multiple systems / applications for data gathering
• Proficiency with computer skills (navigating multiple systems and keyboarding)
• Understand the goals and standards to ensure that quality and productivity standards are met
• Accurate and timely updating of the database
• Meet the agreed upon KPIs as per the operational definitions and targets
• Participate in the User Acceptance Testing as needed
• 98% - 100% attendance during training/nesting period is required
• Tying speed – 25-30 words/minute with 90% accuracy
• Must be flexible to work hours with Monthly work schedules changes

Qualifications

• Education Level - High School Graduate (NSC

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.

go to method of application »

Job Description

• The candidate will lead the Quality Excellence Insurance UK P&C vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of UK P&C areas and have quality control and assurance related improvements and performance.
• Manage a team of Managers, Lead Assistant Managers, Assistant Managers within the UK P&C vertical within Quality Excellence.

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 with a minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 2+ years of experience as a Manager in Quality excellence with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
• UK Insurance domain experience is highly preferred
• 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 

go to method of application »

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. 

go to method of application »

Job Description

• Responsible for managing the full cycle of the recruitment process, ensuring the company attracts and hires the best talent.
• This role involves collaborating with hiring managers to define job requirements, sourcing candidates, conducting interviews, and ensuring a smooth onboarding process.
• The Talent Acquisition Specialist also plays a key role in employer branding and improving recruitment strategies to meet business needs.

Requirements :

• Passed Grade 12
• 6+ months administration experience and/or 
• 6+ months recruitment experience 

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 6 months 360 recruitment experience
• Experience in a Consultancy or BPO industry will be advantageous
• Grade 12 – minimum requirement
• Graduate with a diploma in related field or Postgraduate with specialization in Human Resources will be advantageous

Required Skills

• Computer Literacy
• Conflict Management
• Displaying Visionary Thinking