Trending Roles at EXL South Africa

Job Description

• The Customer Experience Manager is responsible for driving customer experience performance and transformation across multiple client accounts. This role provides strategic leadership and oversight of customer experience initiatives, customer resolution programs, service recovery strategies, and continuous improvement efforts to improve customer satisfaction, loyalty, and business outcomes.
• This role requires a highly experienced leader with deep BPO contact center expertise, strong analytical and problem-solving capabilities, experience in customer experience transformation, and a strong understanding of emerging technologies, including Artificial Intelligence (AI), customer analytics, and automation solutions.

Responsibilities

Key Competencies:

The successful candidate will demonstrate:

• Strategic leadership with the ability to influence senior business and client stakeholders.
• Advanced customer experience and customer journey management expertise.
• Strong analytical capability with experience identifying trends, opportunities, and root causes through customer and operational data.
• Expertise in BPO and contact center operations.
• Experience leading customer resolution and service recovery programs.
• Strong stakeholder management and relationship-building skills.
• Experience designing and implementing operational improvement initiatives.
• Sound understanding of AI technologies, automation, predictive analytics, and digital customer experience solutions.
• Exceptional communication and presentation skills.
• Strong leadership and coaching capabilities with experience managing specialist teams.
• Ability to manage multiple client portfolios and competing priorities.
• Excellent project and change management capabilities.
• Commercial awareness and understanding of customer experience drivers.

Key Responsibilities:

Customer Experience Strategy & Leadership:

• Develop and execute a customer experience excellence strategy across multiple client portfolios.
• Drive sustainable improvements in customer satisfaction, customer effort, service quality, complaint reduction, and customer loyalty metrics.
• Establish governance frameworks to monitor customer experience performance and identify improvement opportunities.
• Act as the organizational subject matter expert for customer experience best practices and industry trends.

Customer Insights & Root Cause Analysis:

• Lead comprehensive root cause investigations to identify drivers of customer dissatisfaction, repeat contacts, escalations, complaints, and poor customer outcomes.
• Leverage customer feedback, operational data, quality insights, complaints trends, and voice-of-customer programs to uncover improvement opportunities.
• Translate data-driven insights into actionable solutions and business recommendations.
• Present findings and recommendations to senior leadership and client stakeholders.

Solution Design & Execution:

• Design and implement customer experience improvement initiatives that deliver measurable business outcomes.
• Drive corrective action plans and continuous improvement programs across multiple operational functions.
• Partner with Operations, Quality, Training, and Support functions to ensure solutions are effectively embedded and sustained.
• Monitor initiative effectiveness and adjust strategies based on performance outcomes.

Customer Resolution & Service Recovery:

• Provide strategic oversight of customer complaints, escalations, and service recovery programs.
• Ensure customer resolution processes deliver efficient, fair, and customer-centric outcomes.
• Identify systemic issues impacting customer experience and implement preventative solutions.
• Promote a culture of customer advocacy and resolution excellence.

AI, Innovation & Digital Transformation:

• Champion the adoption of AI-enabled customer experience solutions and emerging technologies.
• Evaluate opportunities to leverage Generative AI, automation, predictive analytics, and digital tools to improve customer outcomes and operational efficiency.
• Partner with technology and business stakeholders to drive innovation initiatives.
• Ensure customer experience strategies align with future-state digital transformation objectives.

Stakeholder & Client Management:

• Develop strong relationships with internal and external stakeholders across multiple client environments.
• Influence senior leadership and client stakeholders to gain alignment and support for customer experience initiatives.
• Represent customer experience performance, challenges, and opportunities within executive and client governance forums.
• Act as a trusted advisor on customer experience strategy and improvement opportunities.

Leadership & Capability Development:

• Lead, coach, and develop direct reports to achieve exceptional performance.
• Build a high-performance culture focused on accountability, innovation, customer advocacy, and continuous improvement.
• Identify capability gaps and implement targeted development interventions.
• Support succession planning and talent development initiatives.

Success Measures:

The role will be accountable for achieving improvements across:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Complaint Reduction
• Escalation Reduction
• Resolution Effectiveness
• First Contact Resolution (FCR)
• Client Satisfaction
• Continuous Improvement Delivery
• AI and Innovation Adoption

Qualifications

Essential Requirements: 

• Minimum 8–10 years of progressive leadership experience in Customer Experience, Contact Centre Operations, Customer Resolution, Training, Operational Excellence, or Continuous Improvement.
• Significant experience within a BPO or customer contact center environment.
• Experience managing multiple client portfolios and stakeholder groups.
• Proven success driving customer experience performance improvements.
• Experience leading root cause analysis and business improvement initiatives.
• Strong project and change management experience.
• Advanced analytical and problem-solving capabilities.
• Demonstrated people leadership experience in managing specialist and cross-functional teams.
• Matric/Grade 12

go to method of application »

Job Description

• The candidate will lead the Quality Excellence Insurance UK P&C vertical, interfacing with colleagues across all levels; ensure implementation of quality management framework for each client part of UK P&C areas and have quality control and assurance related improvements and performance.
• Manage a team of Managers, Lead Assistant Managers, Assistant Managers within the UK P&C vertical within Quality Excellence.

Responsibilities

• Build a strong quality control with process understanding and measurement to deliver high performance and client agreed KPIs with a positive customer experience. 
• Analyze business processes and assist in identifying problems and mitigating plans for quality improvement. 
• Responsible for quality assurance across all processes, identify and execution of projects; governance of processes & reporting, driving standardization across all clients.
• Be well informed on the developments in process improvement programs and contribute in implementing business strategy for positive customer experience.
• Business development and solution in select areas; support in RFP, RFI responses from quality perspective. You will be responsible for set up and functioning of quality compliance at client level to meet business, internal and ISO certification requirements. 
• Facilitate the sharing of best practices from within and outside the organization and implement them
• Planning and managing budget and resource allocation for the assigned vertical

Qualifications

• Graduate in any stream with a minimum 18 months in the current role/assignment, preferable with support/leadership role
• Must have 2+ years of experience as a Manager in Quality excellence with demonstrated success and financial results
• Must have 5+ years business/operations experience with at least 2-3 years of relevant experience in BPO
• Must have 3+ years quality experience - Six sigma & Lean tools and methodologies, Process improvements and project execution
• UK Insurance domain experience is highly preferred
• Exposure to multiple client environments
• Experience of packaging and showcasing capabilities and solutions, especially to senior business leaders
• Evidence of problem solving analytical mindset and comfort with business ambiguity
• Excellent oral communication and presentation skills
• Superior written communication skills 

go to method of application »

Job Description

Essential Functions:

• Ensure that the process transactions are processed as per Desktop procedures 
• Ensure that the assigned targets are met in accordance with SLA and Internal standards
• Ensure that the quality of transaction is in compliance with predefined parameters as defined by Process Excellence 
• Ensure adherence to established attendance schedules 
• Ensure adherence to Company Policies and Procedures

Performance parameters:

• Meeting set targets on a monthly basis
• Offer to Joining Ratio of the Offers made
• Number of candidates hired who clear the Post FVT assessment
• Number of defects against number of Offers made

Primary Internal Interactions:

• Team for the purpose of coordination
• Assistant Manager for escalations, unresolved issues, appraisals and reviews
• Manager for solving the issues unsolved by the immediate supervisor
• Operations and Support hiring managers – for the purpose of Recruiting candidates for their processes and for calibration 
• purposes
• Finance and Commercial departments for settling vendors payments, own imprest bills etc.
• Customer Experience Analysts and Trainers for the purpose of Voice Capability assessment

Primary External Interactions:

Vendors for:

• Hiring candidates, lining up candidates for interviews and also assessing their performance
• Giving Advertisements
• Preparing promotion material

Technical Skills:

• Skilled with the use of MS Office applications like – PowerPoint, MS Word and MS Excel
• Internet usage and email access
• Above average knowledge of the BPO industry 

Process Specific Skills:

• Interviewing skills
• Feedback skills
• Excellent communication and presentation skills
• Prioritizing stake holders needs
• Strong customer service focus

Responsibilities

Essential Functions

• Job Analysis & Strategy: Collaborate with hiring managers to define job specifications and ensuring alignment of the job role requirements
• Sourcing Candidates: Use job boards, social media, referral drives, and headhunting to find potential candidates.
• Screening & Interviewing: Review resumes, pre-screening interviews, and assessing candidate’s competency via an assessment tool
• Coordinating Interviews: Schedule and manage interviews between candidates and hiring teams.
• Offer Negotiation: Facilitate discussions around salary, benefits, and start dates.
• Ad hoc & Compliance task: 100% compliance on all finalized candidates before offer is extended, 

Qualifications

• Minimum 1-year Volume Recruitment Experience in a BPO/agency environment will be preferred
• Must have Matric (HR or related qualification advantageous) 
• Clear Credit & Crim Record
• Computer literate 
• Should display sufficient flexibility and urgency to handle pressure in a cross-cultural environment 

go to method of application »

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.

go to method of application »

Job Description

• This role entails transaction monitoring, providing feedback, processing transactions/taking calls as per job requirement, supporting in process improvement initiatives, coaching, providing floor support, conducting Training Need Identification and bottom quartile management. 

Primary Internal Interactions:   

• Associate   
• Training Team   
• Quality Analyst   
• Team Leaders 
• Operations Manager     

 Primary External Interactions:   

• Customers / Clients as per business requirements. 
• Client SME / QCAs for training, coaching & mentoring.   
• Exception / escalation teams at the client end for the purpose of seeking clarifications & answering queries. 

 Values & Competencies Required:    

• Displays the EXL values and Better Way Code in day-to-day interactions.   
• Effective coaching and good communication skills   
• Time management   
• Knowledge of MS Office   
• Self-initiated, drive and zeal for continuous improvement   
• Drives performance culture
• Client Centricity   
• Hollard Product Knowledge 

Skills required: 

Technical Skills: 

• MS Office skills for reporting   

Process Specific Skills: 

• Excellent communication   
• Ability to mentor members of the team to provide excellent customer experience.   

Soft Skills/ Aptitude:

• Self – discipline   
• Result Driven   
• Displays a great eye for attention to detail.   
• Adaptability   
• Customer Service and strong display of Empathy   
• Training and Development   
• Ability to handle/engage larger groups.   

Soft Skills:

• Ability to work under pressure.   
• Delivering as per client and operations expectations   
• Stress management   
• Motivating the team   

Responsibilities

Essential functions:

• Addressing process related queries from advocates.
• Identify common questions/queries on the floor and create refresher sessions.   
• Gather training needed information and develop workable solutions. 
• Build / maintain strong relationship with onshore and other EXL service delivery location teams.   
• Mentor BQM to identify performance gaps and build remediation plan.   

Qualifications

Selection/Eligibility Criteria:

• This role is only open to Band A1 and Band A2 employees on the UNUM process.
• Band A1 employees may apply for a promotion - minimum of 12 months’ tenure in current role.
• Band A2 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
• No NCNS, no active warnings or pending disciplinary actions in the last 6 months.
• No active absence stage letters.
• Performance rating of 3.5 or higher in the most recent appraisal.
• Should not be placed on performance review (PIP).
• A minimum of 95% across Quality metrics in the last 3 months.
• Candidates should not have appeared on the integrity list in the last 3 months.
• Feedback from your Manager should be excellent in regard to your Behavior, Attendance, Adherence as well as Attitude
• Please note that you will need to pass the mandatory recruitment CEF assessment, as well as the mandatory background checks.
• Completion of all assigned renew training modules applicable to the employee’s band

go to method of application »

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

go to method of application »

Job Description

• The successful candidate will be working within the Collections Team. They will be responsible for making outbound calls and taking inbound collections calls.
• They will be dealing with a range of customers in arrears, from the most vulnerable to challenging customers that don’t want to pay.
• They will work towards being fully compliant, arrange successful payment plans and look to drive a positive customer experience to ensure that you’re delivering the right options and outcomes for both BG and their customers

Responsibilities

Key Responsibilities 

Responsibilities are not limited to the enclosed 

• Demonstrate a strong customer focus that enables to arrive at fair outcomes for the customer resulting in securing payments to BG and getting the customer’s energy account back on track
• Achieve high call quality, meet compliance standards whilst delivering against agreed collections performance metrics
• Fully assess the customers circumstances and ability to pay while demonstrating empathy were applicable
• Utilize all services and support that BG and our 3rd parties can offer to deliver the right outcome for the customer
• Take ownership of customer issues and work hard to find solutions
• You’ll need to be adaptable switching between inbound or outbound customers depending on business needs
• Ensure all tasks are completed to a high standard with attention to detail 
• Any other tasks as deemed required by their Line Manager 
• Ensure that the calls are handled as per Desktop procedures
• Ensure that the assigned targets in accordance with SLA and any internal standards are met
• Ensure that the quality of the call handling is in compliance with predefined parameters as defined by Process Excellence standards
• Maintain and provide the relevant process reports in a timely manner
• Ensure adherence to established attendance schedules

Qualifications

Minimum Requirements: 

• Grade 12 (Mandatory)
• 6-12 months call centre experience 
• Soft skills & Telecommunications Experience (Advantageous) 
• Computer Literacy (MS Office, Social Media, Online, Navigation) 
• Good articulation of the English language (Spoken and Written) 

go to method of application »

Job Description

• Rewards Lead: 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.
• Chief of Staff: The Chief of Staff will act as a strategic partner to the SA Geo HR Leader, 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. 

Responsibilities

Key Responsibilities for Rewards Lead:

• 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.

Key Responsibilities for Chief of Staff:

• Serve as the right-hand advisor to the SA Geo HR Leader, ensuring strategic HR priorities are executed efficiently.
• Drive HR process optimization, and project execution across the SA HR function.
• Act as a liaison between the SA Geo HR Leader and business, regional, and global HR teams.
• Oversee HR communications, ensuring clear and consistent messaging within the organization.
• Monitor and track key HR metrics, performance dashboards, and workforce analytics 
• Prepare presentations, reports, and strategic documents for senior leadership.

MIS / Strategic Reporting:

• MIS & Strategic Reporting: Deliver actionable HR insights through data analysis and strategic reporting.
• Power BI Dashboard Creation: Design and maintain dynamic Power BI dashboards to visualize key HR metrics.
• Management Reporting: Design, compile and present regular HR reports to support leadership decision-making.

Power BI Dashboard Creation:

• Build and manage interactive Power BI dashboards and visual reports for various HR metrics (e.g., headcount, attrition, diversity, recruitment funnel) to provide stakeholders with easy access to key HR metrics and trends.
• Ensure data accuracy, consistency, and real-time reporting capabilities.
• Train Leaders and HR team members on dashboard usage and interpretation
• Customize dashboards based on department and leadership needs, ensuring actionable insights are at hand.
• Continuously improve dashboard usability, accessibility, and functionality, providing training as necessary to end-users.

Management Reporting:

• Work with various teams to gather and compile data, ensuring consistency and accuracy in all reporting.
• Consolidate data from multiple sources (HRIS, ATS, payroll systems) into comprehensive reports.

Qualifications

Qualifications & Requirements:

• 10 years’ + experience in Compensation & Benefits with at least 3 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 bachelor’s degree/ master's degree in any field.

go to method of application »

Job Description

• We are seeking a dynamic Human Resources Business Partner (HRBP) to operate at both strategic and operational levels, delivering an exceptional employee and leadership experience.
• This role focuses on executing the people strategy and driving key HR initiatives aligned with business objectives in South Africa. The HRBP will manage the full employee lifecycle, including talent development, performance management, leadership development, employee engagement, and retention.
• The ideal candidate will demonstrate strong business acumen, excellent interpersonal skills, and the ability to build trusted partnerships with stakeholders while aligning with culture and values.
• 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

• Partner with business leaders to deliver the people strategy and implement innovative HR initiatives
• Drive the rollout of employee programs and organizational development initiatives
• Coach and support managers in adopting talent frameworks, tools, and best practices
• Foster a high-performance, diverse, and inclusive culture
• Act as a trusted advisor, providing accurate and timely HR guidance to leadership
• Collaborate with Payroll, HR Shared Services, Legal, and other internal teams
• Manage employee relations matters including disputes, performance improvement plans, disciplinary actions, and terminations
• Facilitate clear and effective communication on all HR-related matters
• Represent the company with professionalism and integrity both internally and externally

Qualifications

Selection/ Eligibility Criteria:

• This role is only open to Band B2 and Band C1 employees across the business. 
• Band B2 employees may apply - minimum of 12 months’ tenure in current role.
• Band C1 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.
• Performance rating of 3.5 or higher in the last appraisal cycle.
• Eligible under Progressive Disciplinary Policy – No warnings or disciplinary actions in the past 6 months. 
• No absence stage letters.
• Completed the assigned Renew training modules designated to your band level.
• Please note that you will need to pass any required assessments, as well as the mandatory background checks.
• Relevant HR Experience. 

Required Skills & Competencies:

• Strong leadership and influencing skills
• Ability to operate in a fast-paced, dynamic environment with agility
• Excellent stakeholder management and relationship-building skills
• Strong problem-solving and multitasking abilities
• Excellent verbal and written communication skills
• High attention to detail
• Strong analytical capability (attrition, retention, engagement reporting)
• Solid understanding of South African labour legislation and compliance
• Flexibility to support extended or graveyard shift operations
• Passion for continuous learning and driving impact

Experience Requirements:

• Minimum 5 years of HR experience (BPO industry advantageous)
• At least 3 years’ experience as an HR Business Partner