Jobs at EXL South Africa

Job Description

• Support leadership in establishing a robust control environment as part of day to day operations for assigned business/operations area.
• Supervise junior staff assigned and providing guidance and overall review of deliverables.
• Manage compliance for assigned business/operations area.
• Responsible for Self-assessment process for assigned business/operations area.
• Support AVP/Manager in developing/imparting training and other initiatives.

Responsibilities

• Support leadership in establishing a robust control environment as part of day to day operations by managing performance of risk management and compliance assurance related procedures. This includes identifying and analyzing issues and then proactively taking mitigation steps.
• Perform and design compliance/audit reviews for assigned business/operations area.
• Monitor risks & controls. Identify/report exceptions and action plans.
• Assist establishment of risk management and compliance assurance processes and procedures for the assigned business/operations area. within the given timeframe.
• Manage critical documentation like Operations Standard Document (OSD), BISRA (Business Information Security Risk Assessment) etc. for all assigned client areas.
• Responsible for implementation of controls in operational areas as defined by OSD, contractual requirements and EXL policies. Liaise with other corporate functions for implementation of EXL policies and procedures.
• Ensure awareness and trainings on key risk and compliance aspects (L&D trainings, corporate trainings and other external/internal trainings).
• Ensure Compliance Self assessment exercise is carried out within timelines and ensure issues highlighted are closed within timelines.
• Facilitate timely closure of issues identified in internal/external audits/reviews.
• Support organization level improvement projects on risk management and compliance assurance.

Qualifications

• Graduate with 2+ Years compliance/audit experience

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Job Description

• A leading international sports league is seeking a passionate, innovative leader with a strong CRM background to join our team. The Fan Engagement Marketing team optimizes the overall marketing strategy, planning, measurement, and channel activation efforts via paid and outbound marketing channels to support the strategic priorities and business objectives of the organization.
• We leverage enterprise transactional and fan profile data, research and insights, and real-time fan behaviors with marketing channels to identify market trends, grow audience opportunities, and optimize media mixes, platforms, and channels to deliver more effective efforts that drive business results for organizational priorities.
• These efforts span fan acquisition and engagement and will dive deep into key initiatives that transcend audiences, platforms, media channels and geographies to drive results. We are a passionate team working hard to build the right strategies to engage fans around the world. 
• We are currently seeking a 1:1 Marketing Production Specialist on the Fan Engagement team that will be responsible for executing outbound CRM campaigns. This role will work collaboratively across the organization within Marketing and with key partners such as Data & Analytics, MarTech, Product Marketing, Digital Media, and external agencies / vendors.

Responsibilities

• Manage and execute the marketing campaign process from initial request submission to deployment with a focus on outbound marketing channels (e.g., email, SMS, push).
• Audience segmentation & execution
• QA of touchpoints, personalization elements, any dynamic content, etc..
• Campaign build and deployment
• Drive product, contact and creative strategies to develop and implement large scale CRM campaigns optimized using machine learning, predictive modeling, and personalized content.
• Design and implement A/B and multivariate tests that yield continuous improvements to our fan strategies and lift conversion rates. 
• Optimize lifecycle CRM campaigns (e.g., onboarding, reactivation) using insights and analytics along with automation tools to increase fan LTV.
• Extracting key insights and learnings for future optimization and template efficiency.
• Collaborate with internal stakeholders, partners, and vendors to build the most effective campaign strategies to meet performance targets.

Qualifications

Required Education and Experience:

• Bachelor’s degree with at least 3-5 years of similar or relevant work experience. 
• Experience with CRM tools (Epsilon PeopleCloud Messaging, Movable Ink, Attentive preferred).
• Prior working knowledge of enterprise level marketing automation platforms (Adobe tools such as AEP, AJO, CJA, Campaign, Marketo, etc. strongly preferred but, others such as SFMC will be considered).
• HTML editing and working knowledge required to be able to make edits to templates
• Deep understanding of channel KPIs, metrics, and reporting.
• Proficience in Photoshop.

Other Key Attributes/Characteristics:

• Ability to work independently and as a team player to find ways to uncover opportunities
• Strong communication skills
• Strong project and time management skills with high standards of accuracy and organization
• Ability to keep up with a fast-paced production schedule that has a fluctuating level of workload throughout the calendar year.
• Proven ability to collaborate & manage dependencies on other team members that are supporting the launch of a campaign
• Passion for innovation and solving difficult challenges
• Passion for sports is a plus

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Job Description

Essential Functions

• Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance.
• Leads significant process improvement projects.
• Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs
• Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements.
• Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization.
• Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements.

Skills

Technical Skills

• Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience
• Excellent working knowledge of MS Office MS Excel, Power Point, Word Doc, Outlook
• Process Mapping/Value Stream Mapping
• Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred

Process Specific Skills

• Knowledge of industry domain being aligned to healthcare
• Knowledge of quality systems (ISO, COPC) preferable

Soft skills (Desired)

• Project management skills to drive improvement projects / initiatives
• Analytical skills

Soft Skills (Minimum)

Functional

• Leads engagements at vertical / program / client level
• Understands business requirements and provides appropriate solutions to benefit the business
• Has the ability to identify superior improvement opportunities
• Knowledge of quality assurance, process improvements, domain, etc
• Monitoring and Reviewing

Leadership

• Fosters a spirit of collaboration and team work
• Ability to relentlessly pursuing excellence

General

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

Education Requirements

• Graduate in any stream
• Exposure to quality systems (ISO, COPC, etc) preferred

Work Experience Requirements

• Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry
• Minimum 5 year in the current role/assignment