Top Roles at EXL South Africa

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

• 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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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

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Job Description

• Oversee the day-to-day operations, customer service, and quality control (Focused towards BackOffice Processes), Maintain and improve as per SLAs /KPIs over the month at a process level(Focused towards Back Office Processes)
• Ensure that all processing is completed in a timely and accurate manner, with a focus on meeting or exceeding service level agreements

Responsibilities

• Develop strategies on the floor for reducing attrition and improving employee satisfaction. Stay in touch with people and have the pulse of how they think and what needs to be done to influence them. nteract with clients and process owner on a regular basis to review progress,recommend action plan and suggest improvement

Qualifications

• Graduation 5+Year

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Job Description

• Ensure seamless onboarding experience for Healthcare new hires. The primary responsibilities include generating the final list of new hires, coordinating the Day Zero Cadence, managing pre-employment requirements and compliance, facilitating the induction process, endorsing pre-process training, engaging in weekly cadence meetings, and participating in the onboarding program's various phases.

Responsibilities

Team & Performance Management

• Lead and manage a team of agents to achieve productivity and quality targets.
• Monitor performance metrics, conduct coaching sessions, and provide constructive feedback.
• Set clear goals, KPIs, and performance expectations.
• Recognize high performance and implement strategies to reduce attrition.

Operational Excellence

• Manage day-to-day call operations, ensuring adherence to service level agreements.
• Prepare and present performance and operational reports to management and clients.
• Participate in recruitment, onboarding, and training of new team members.
• Ensure compliance with company and client policies.

Customer Service & Quality Assurance

• Oversee customer interactions to ensure professionalism and quality.
• Address escalations and resolve issues promptly.
• Implement process improvements to enhance service delivery.

Reporting & Analytics

• Collate, analyze, and present process-level data for decision-making.
• Maintain MIS reports and ensure accuracy and timeliness of submissions.
• Support automation and efficiency improvements in reporting processes.

Qualifications

• Minimum Grade 12 / Diploma / Graduate (minimum 12 years of formal education).
• At least 2 years’ experience in a BPO/Offshore environment in a Team Leader or Assistant Manager role.
• Strong leadership, communication, and client-facing skills.
• Solid understanding of performance management and operational excellence principles.
• Proficiency in MS Office and MIS reporting tools preferred.

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Job Description

• The MIS & HR Operations Reporting Specialist will play a critical role in managing and optimizing the department’s reporting processes, delivering strategic insights, and administering key HR systems.
• The role combines skills in management information systems (MIS), data analysis, strategic reporting, and the administration of BI tools to ensure that the department operates efficiently and requires a strong background in data analysis, business intelligence tools (especially Power BI), and HR systems administration. You will be responsible for creating and managing Power BI dashboards, providing strategic reporting. 

Responsibilities

MIS & Strategic Reporting

• Develop, manage, and deliver accurate MIS reports for HR, tracking metrics such as attrition, performance, and early warning indicators.
• Analyze HR data to identify trends and patterns to inform workforce planning and organizational development.
• Collaborate with HR leadership to define KPIs, reporting requirements, and prepare monthly, quarterly, and annual strategic reports.

Power BI Dashboard Creation

• Build and maintain interactive Power BI dashboards for key HR metrics (e.g., headcount, attrition, diversity, recruitment funnel).
• Ensure data accuracy, consistency, and real-time reporting capabilities.
• Customize dashboards for department and leadership needs and provide training on interpretation and usage.

Management Reporting

• Prepare comprehensive monthly and quarterly HR performance reports for management.
• Consolidate data from multiple sources (HRIS, ATS, payroll systems) into actionable insights.
• Highlight key issues and provide recommendations for operational improvements.
• Support audit and compliance reporting requirements.

Collaboration & Continuous Improvement

• Work closely with HR, management, and Global HRIS teams to align reporting approaches and strategies.
• Monitor workforce trends to recommend improvements in hiring, productivity, and retention.
• Evaluate HR tools and systems and propose optimizations for better reporting and analysis.

Competencies & Skills

• Strong attention to detail with a passion for accurate reporting.
• Excellent communication and presentation skills.
• Ability to work independently and in a team in a fast-paced environment.
• Strong problem-solving and analytical thinking.

Qualifications

Minimum Requirements: 

• Minimum of 3 years of experience in an MIS, data analysis, or HR reporting role.
• Strong experience in creating and managing Power BI dashboards and reports.
• Experience in preparing management reports and strategic insights for senior leadership.
• Strong understanding of HR processes and metrics.
• Experience with Power BI and Microsoft Excel (Pivot tables, VLOOKUP, macros). 
• Certifications (Preferred): Power BI or other data-related certifications are a plus.

Technical Skills:

• Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, macros, etc.) and Power BI.
• Strong understanding of database management, data analysis, and reporting methodologies.
• Experience with HR platforms and managing workflows.

Soft Skills:

• Strong attention to detail and a passion for accurate reporting.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong problem-solving and critical-thinking abilities.