Top Roles at EXL South Africa

Job Description

• The Rewards & Benefits will lead the design, implementation, and management of all employee rewards programs, including compensation, benefits, and incentive plans. This role partners with Global Rewards and HR teams to ensure competitive, equitable, and compliant reward practices that attract, retain, and motivate talent.
• As the Rewards & Benefits leader, you will oversee the end-to-end management of the organization’s compensation and benefits programs. You will ensure that policies are market-competitive, aligned with business strategy, and compliant with local legislation.
• This role involves collaborating with Global Rewards, HR, Finance, and Compliance teams to deliver strategic reward initiatives, manage long- and short-term incentives, and optimize operational efficiency. You will also lead employee benefits benchmarking, manage vendor relationships, and provide actionable insights through reporting and analysis, ultimately supporting a high-performing culture and strong employee value proposition.

Responsibilities

Key Responsibilities:

• Design, implement, and manage compensation, benefits, and incentive programs.
• Partner with Global Rewards to review and update C&B policies for internal equity and market competitiveness.
• Benchmark salary, benefits, and participate in industry surveys and forums.
• Drive annual processes such as Merit Increases, Bonus, and Equity programs.
• Evaluate and design hiring ranges with Recruitment, HRBP, and business leaders.
• Manage STI (Bonus, P4P, Sales Commission) and LTI (Equity) plans, monitoring effectiveness.
• Ensure compliance with regulations and company policies in compensation and benefits decisions.
• Develop dashboards and reports, partnering with HR Business Partners and management for recommendations.
• Work with Finance on budgeting and job pricing.
• Manage data processes and resolve errors with HR shared services as needed.
• Lead employee benefit benchmarking and alignment (Pension Fund, Medical Aid, Leave benefits).
• Oversee day-to-day management of benefit brokers to maintain industry-comparable offerings.
• Sign off monthly Pension Fund files for processing.
• Build and maintain strong relationships with internal and external stakeholders.
• Investigate and resolve escalated employee issues in collaboration with HR leaders.

Qualifications

Qualifications & Requirements:

• 12 years’ + experience in Compensation & Benefits with at least 5 years in a leadership role.
• Strong analytical skills with advanced Excel proficiency; familiarity with Tableau, Power BI, Qlik Sense.
• Excellent written, verbal communication, influencing, and presentation skills.
• Strong stakeholder management experience in a global setting.
• Knowledge of remuneration and benefits, local legislation, and HR statutory compliance.
• Experience in ITES, KPO, or Analytics industries preferred.
• Proven ability to implement cost-saving initiatives and improve operational efficiency.
• Effective conflict management, negotiation, and relationship-building skills.
• Strategic and commercial thinking with the ability to drive operational excellence.
• Must hold a master's degree in any field.

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Job Description

• HR Business Partners perform a specialized type of HR work focused on HR consulting to the business. This role focuses on partnering with business to shape the people infrastructure and culture needed to attract, engage, and retain the very best talent.
• It entails working closely with business leaders to drive HR programs, talent management, employee engagement, performance management, workforce management and compliance. It also involves influencing and driving HR solutions to business, through HR CoEs of talent acquisition, HR shared services, learning and development compensation and benefits, statutory and compliance services. Additionally, HRBPs are tasked with implementing people policies and HR programs for the organization

Responsibilities

• Provide general administrative support to HR Teams including scheduling meetings, preparing documents, and coordinating events 
• Assist with HR projects and initiatives as required
• Help in organizing employee engagement initiatives and events
• Assist in handling employee inquiries regarding payroll, benefits and other HR related matters
• Support Audits and ensure accurate record keeping and documentation
• Support onboarding to ensure new hires are integrated smoothly in the organization

Qualifications

• Bachelor Degree in relevant field with 4 - 6 years of relevant experience

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Job Description

• We are seeking an Information Security professional to join our team and lead initiatives across cyber risk management, security governance, and business continuity.
• The role will be responsible for strengthening security posture and resilience of critical business operations.

Responsibilities

• Serve as the focal point for fulfilling Information Security responsibilities for geography
• Manage deliverables such as RFP/RFI responses, contract reviews (MSAs), risk assessments, and other client-specific security requirements and/or documentation
• Support internal audits and ISO assessments
• Liaison between Business Units and internal teams to collaborate on Cyber Security and Business Continuity requirements
• Monitor and report cyber KRIs/KPIs and coordinate action plans with accountable owners
• Work with Business to create and update Business Continuity Plans, and assist in conducting Business Impact Assessments (BIA)
• Plan and coordinate Cyber and BCP drills; document test outcomes and follow up with teams on improvement actions
• Engage actively with the Crisis Management Teams to effectively manage business disrupting events with minimal business impact 
• Conduct and maintain geo wise and BU-level risk assessments; identify, rate, and track residual risk.
• Own the BU wise, Geo focused risk register; ensure items are reflected in the enterprise GRC platform and escalate
• Lead BIA for BU-critical processes; ensure security dependencies are reflected in BCP/DR.
• Advise on risk acceptance, transfer, and residual risk decisions; ensure documented sign-off.
• Co-ordinate regulatory examination readiness for Sout Africa-scoped audits; serve as security point of contact for regulators where delegated.
• Serve as BU liaison during security incidents; co-ordinate containment and stakeholder communication with CISO office and CDC.
• Own Geo wise-specific security awareness campaigns tailored to the LoB threat landscape and workforce profile.
• Report on effectiveness metrics (phishing simulation rates, training completion, policy attestation)
• Champion security-by-design culture within LoB product, technology, and operations teams.

Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information/Cyber Security, or related field
• Overall experience 8+ years with proven experience (3+ years) in Cyber Security and Business Continuity
• Certification from the international body- ISO 27001 , ISO22301 preferred

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Job Description

• CCaaS Voice Manager – Responsible for managing and supporting cloud contact center and voice platforms, ensuring service availability, operational excellence, and successful delivery of telephony and dialer experience solutions.
• The role oversees CCaaS operations, voice infrastructure, vendor management, incident resolution, and technology transformation initiatives while leading a team of enoc engineers and partnering with business and client stakeholders. CCaaS Voice Manager (with Dialer Experience) – Responsible for managing and optimizing cloud contact center and voice platforms, including inbound, outbound, and predictive dialer solutions.
• The role oversees CCaaS operations, telephony infrastructure, dialer campaigns, SIP/VoIP integrations, vendor management, and service delivery while ensuring platform stability, regulatory compliance, and operational excellence.
• The ideal candidate should have experience with cloud contact center technologies, outbound dialing platforms, and customer engagement solutions, along with strong leadership and stakeholder management skills.

Responsibilities

Responsibilities – CCaaS Voice Manager (with Dialer Experience)

• Lead the day-to-day management, support, and optimization of CCaaS and voice platforms, ensuring high availability and service performance.
• Manage inbound, outbound, preview, progressive, and predictive dialer operations to support business and client objectives.
• Oversee telephony technologies including SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and voice infrastructure integrations.
• Drive implementation, migration, and transformation initiatives involving cloud contact center platforms and dialer solutions.
• Collaborate with Operations, Business, Clients, and Vendors to define requirements, troubleshoot issues, and deliver technology enhancements.
• Monitor platform health, performance, capacity, and service levels; proactively identify and mitigate operational risks.
• Lead incident, problem, change, and release management activities for voice and contact center technologies.
• Ensure compliance with regulatory requirements, dialing regulations, security standards, and organizational policies.
• Manage integrations with CRM, workforce management, recording, analytics, AI, and customer engagement platforms.
• Analyze contact center metrics and dialer performance to improve productivity, contact rates, customer experience, and operational efficiency.
• Develop and maintain operational procedures, technical documentation, architecture diagrams, and governance processes.
• Manage vendor relationships, service providers, and technology partners to ensure effective support and delivery.
• Lead, mentor, and develop a team of CCaaS, voice, and dialer engineers, fostering a culture of accountability and continuous improvement.
• Support business continuity, disaster recovery, and resiliency planning for contact center and telephony environments.
• Provide technical leadership and strategic recommendations for future contact center and customer experience technology roadmaps.

Qualifications

Qualifications – CCaaS Voice Manager (with Dialer Experience)

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Telecommunications, or a related field.
• Minimum of 8–10 years of experience in contact center technologies, telephony, CCaaS platforms, and voice infrastructure.
• Minimum of 3–5 years of leadership or people management experience leading technical teams and service delivery functions.
• Strong hands-on experience with one or more CCaaS platforms such as Amazon Connect, Genesys Cloud, Five9, Webex Contact Center, NICE CXone, or equivalent.
• Proven experience managing outbound dialing solutions including predictive, progressive, preview, and manual dialer campaigns.
• Solid understanding of SIP, VoIP, SBCs, carrier connectivity, IVR, call routing, and telephony architectures.
• Experience integrating contact center platforms with CRM, Workforce Management (WFM), Quality Management (QM), Recording, Analytics, and AI solutions.
• Strong knowledge of contact center operations, KPIs, service levels, customer experience, and workforce optimization practices.
• Experience supporting large-scale, multi-site, or global contact center environments.
• Strong troubleshooting and problem-solving skills with the ability to manage complex technical incidents and escalations.
• Knowledge of compliance requirements related to outbound dialing, telecommunications, security, and data privacy regulations.
• Experience managing technology vendors, carriers, and third-party service providers.
• Excellent communication, stakeholder management, presentation, and client-facing skills.
• Ability to lead cross-functional teams, manage multiple priorities, and drive technology transformation initiatives.
• Relevant certifications in cloud, contact center, telephony, or networking technologies are preferred (e.g., AWS, Genesys, Cisco, Microsoft, Avaya, Five9, etc.).

Preferred Qualifications

• Experience within BPO, Customer Experience (CX), Contact Center, Financial Services, Healthcare, Insurance, or Telecommunications industries.
• Exposure to AI-enabled contact center technologies, conversational AI, speech analytics, workforce engagement management, and automation platforms.
• Experience leading CCaaS migrations, cloud transformation programs, and telephony modernization initiatives.