Jobs at EXL South Africa

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.

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Job Description

• The AVP will be responsible for overseeing digital innovation projects, improving operational efficiency, optimizing customer experiences, and implementing lean practices. The ideal candidate will have a proven track record in managing digital initiatives, leading cross-functional teams, and delivering measurable business growth across a global client base in the offshore industry, with extensive experience in an international environment.

Responsibilities
Key Responsibilities:
Process Redesign & Improvement:

• Lead the restructuring and streamlining of business processes to improve efficiency, reduce costs, and enhance customer satisfaction across multiple international regions.
• Identify inefficiencies and opportunities for improvement through data-driven analytics and process assessments.
• Develop and implement innovative solutions to address bottlenecks and optimize workflows.
• Collaborate with global stakeholders to define process improvement objectives, design future state workflows, and monitor progress.

Analytics Execution & Projects:

• Lead analytics projects to leverage historical data, speech analytics, and descriptive analytics to uncover patterns and relationships on a global scale.
• Apply advanced analytics techniques to inform decision-making, improve customer interactions, and optimize business operations across international markets.
• Design and implement reporting frameworks to measure the effectiveness of digital transformation initiatives, ensuring alignment with global objectives.

Continuous Process Improvement Initiatives:

• Drive continuous improvement efforts by identifying, implementing, and tracking process optimization initiatives across multiple geographies.
• Foster a culture of Lean Six Sigma and Kaizen to eliminate waste, reduce defects, and optimize customer experience across regions.
• Lead cross-functional teams in analyzing and improving key business processes, ensuring alignment with global strategic goals.

Digital Solution Design & Technical Implementation:

• Collaborate with international technology teams to design, develop, and test digital solutions tailored to global business needs.
• Assess and validate the feasibility of available technology tools, ensuring alignment with organizational requirements and international compliance standards.
• Oversee the implementation of technical solutions, ensuring seamless integration with existing systems and infrastructure globally.

Program & Project Management:

• Manage end-to-end execution of digital transformation programs, from planning to deployment and post-implementation review, across international locations.
• Develop and manage project timelines, budgets, and resources for global digital initiatives, ensuring successful delivery of projects on time and within budget.
• Provide leadership in managing multiple projects simultaneously, addressing issues, risks, and roadblocks proactively, ensuring alignment across international teams.

Client Communication & Stakeholder Management:

• Serve as the primary point of contact for international clients, ensuring clear and effective communication regarding project progress, timelines, and outcomes.
• Ensure client expectations are managed and met throughout the lifecycle of digital transformation initiatives across different markets.
• Work closely with senior leadership and stakeholders globally to align project goals with the organization's overarching business strategies.

Change Management & Solution Deployment:

• Lead the change management process to ensure smooth adoption of new technologies and processes within the organization, considering regional nuances and local requirements.
• Provide training and support to ensure all stakeholders are equipped with the knowledge to successfully implement digital tools and practices.
• Deploy solutions to production across international teams and locations while minimizing disruptions and ensuring business continuity.

Technology Feasibility Assessment & Customer Tech Stack Study:

• Conduct technology feasibility assessments to evaluate and recommend digital tools and platforms that best meet global business requirements.
• Analyze and utilize the client's existing tech stack to deploy new tools and integrations that optimize operational workflows across regions.

Success Measurement & Customer Journey Mapping:

• Define success criteria and use Cost-Benefit Analysis (CBA) to measure the impact and ROI of digital initiatives across international markets.
• Create and implement comprehensive Customer Journey Maps (CJM) to identify pain points, optimize the customer experience, and deliver seamless service across all touchpoints in global markets.
• Conduct market benchmarking to evaluate performance against international industry standards and identify areas for competitive advantage.

Preferred Skills & Attributes:

• Strong analytical mindset with the ability to assess data and translate it into actionable business insights on a global scale.
• Ability to build and lead high-performing, cross-functional teams in a fast-paced, international, digital-first environment.
• Deep understanding of the Customer Journey Mapping (CJM) process and experience in implementing customer-centric solutions across different regions and markets.
• Experience in market benchmarking to identify competitive advantages and ensure digital solutions align with international industry best practices

Core Competencies: 

• Expertise in Process Redesign, Analytics, and Continuous Improvement methodologies (Lean Six Sigma, Kaizen, etc.).
• Proven ability to manage large-scale digital transformation initiatives and drive organizational change in a global setting.
• Strong technical solution design experience, with a solid understanding of digital tools and platforms.
• Exceptional program and project management skills, with a track record of delivering international projects on time and within budget.
• Client communication skills, with the ability to build strong relationships and effectively manage customer expectations across diverse regions.
• Expertise in change management, ensuring smooth transitions from legacy processes to new digital solutions in global environments.
• Technology feasibility assessment experience, ensuring the optimal use of available tech tools to solve business challenges internationally.

Qualifications

• Education: Bachelor’s degree in commerce, Business Administration, or a related field (Master’s or MBA preferred).
• Experience: 15+ years of experience in the offshore industry, with a proven track record in process optimization, digital transformation, and program management in an international environment.

Certifications:

• Certified in Customer Experience (CX) Framework
• Certified Scrum Master (CSM)
• Lean Six Sigma Black Belt (LSSBB)
• FLMI Level 1 Professional (preferred)

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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. 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 the product. 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

• 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
• Management reporting and oversight
• 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

Below outlines the interactions within the company 

• Operations Managers, AVP/SAVP for the reporting, settling unresolved issues and escalation
• Manager, for reporting performance, escalation handling, clarifying concerns, seeking support and monthly evaluation of performance
• Associates, for the purpose of up-skilling them on process-related updates, coaching, mentoring & providing assistance and support when required
• Subject Matter Experts/ Trainers for the purpose coordinating additional coaching that may be required required for certain CSAs , Quality Analyst for the purpose of feedback and audit

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

go to method of application »

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