Job Vacancies at EXL South Africa

Job Description

• In this role, you'll be tasked with ensuring the achievement of assigned targets in alignment with Service Level Agreements (SLAs). Your responsibilities include upholding transaction quality within predefined parameters and controlling claim costs to minimize leakage.
• Maintaining accuracy in reserves and payments while managing the lifecycle of claims is crucial.
• Adherence to company policies and procedures is paramount to ensure operational efficiency. You'll be responsible for managing both inbound and outbound calls, as well as other correspondence related to claims.
• Emphasizing customer satisfaction, building rapport, and facilitating effective communication are key aspects of this position, aiming for timely resolution of customer concerns.
• Additionally, you'll be expected to fulfill any other essential functions as directed by the supervisor. Join us in delivering excellence and maintaining high standards in claims management.

Responsibilities

• Ensure that the assigned targets in accordance with SLA are met  
• Ensure that the quality of the transactions is in compliance with predefined parameters  
• Ensure claim costs is controlled and leakage kept at a minimum
• Ensure accuracy of reserves and payments and manage lifecycle of claims
• Ensure adherence to Company Policies and Procedures
• Managing calls – both inbound and outbound as well as all other correspondence on claims
• Focus on Customer Satisfaction, rapport building, effective communication and timely resolution of Customer concerns 
• Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• English language proficiency
• Previous international Voice experience
• Good Computer navigation skills
• Should be familiar with MS Office 
• Possesses necessary knowledge of business concepts to effectively perform the job
• Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. 
• Commits to achieving specific objectives and takes ownership for accomplishing them.
• Responsible for handling high volumes of transactions.
• Effectively balances quality, timeliness and productivity standards
• Self-discipline
• Result orientation 
• Adaptability 
• Listening and comprehension skills 
• Questioning and Reasoning Skills
• Customer Service focus and telephone etiquette
• Ability to multi task, prioritize and manage daily work activities

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Responsibilities

Essential Functions:                                                                                                   

• Formulation and execution of capacity and staffing plans based on medium term business forecast
• Negotiating and finalizing SLA’s with the Client - contract negotiation 
• Implementing revenue and cost plans
• Establishing a review/ reporting mechanism with the Client
• Developing and approving incentive plans
• Identify and champion black belt improvement projects
• Review the progress of attrition action plans and check effectiveness
• Provide leadership to team of Managers, Asst. Managers and Executives
• Ensure compliance to all internal and client requirements like SOX, BS7799, ISO etc.

The Performance parameters include:

• Client satisfaction (15%)
• Revenue and costs (40%)
• Process Improvement (10%) 
• Employee satisfaction (10%)
• Attrition management (25%) 

Any other essential function that may occur from time to time as directed by the Supervisor

Primary Internal Interactions:

• VP Operations.
• HR & Training (Recruitment, HR & Training)
• Migrations Team
• Facilities
• Technology
• Process Leadership
• BD and Marketing

Primary External Interactions:

Client Interactions:

• Business owners
• Procurement governance
• Work Force Management team
• Quality Assurance team 

Managing Teams: 

• Overseeing and supervising teams, setting goals, providing support, and evaluating performance.

Developing Strategies: 

• Creating and implementing strategies to achieve organizational goals, analyzing data, and identifying growth opportunities.

Leading Initiatives: 

• Coordinating with other departments, managing budgets, and ensuring projects are completed on time and within budget.

Decision Making: 

• Making significant decisions that impact the company, evaluating risks and benefits, and consulting with other leaders.

Communicating with Stakeholders: 

• Presenting information, answering questions, and providing updates to employees and customers
• Supervising Daily Operations: Ensuring employees work according to schedule, resolving conflicts, and conducting performance reviews.

Qualifications

Essential Requirements:

• Credit Clear and Criminal Clear

Education Requirements:

• Matric
• Preferably a Post-Graduate 

Work Requirements:

• Overall 5 years of work experience in Business Process Off-shoring
• Must have 3 years Senior Operations Management / Head Of Operations Experience