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  • Posted: Mar 2, 2026
    Deadline: Not specified
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  • EXL is the indispensable partner for leading businesses in data-led industries such as insurance, banking and financial services, healthcare, retail and logistics. We bring a unique combination of data, advanced analytics, digital technology and industry expertise to help our clients turn data into insights, streamline operations, improve customer experience...
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    Coordinator-Customer Care Voice-Inbound

    Job Description

    • Promote digital self-service options (mobile app, digital messaging) and assist customers in overcoming any barriers to adoption.
    • Resolve customer complaints efficiently, aiming to resolve issues on first contact, and escalate complex matters where necessary.
    • Running through basic diagnostics to better understand the root cause of any issues and feeding back to enable us to fix things that matter for our customers seamlessly.
    • Accurate data entry into systems and maintaining thorough records.
    • Identifying issues and potential issues for customers and escalating, as appropriate, to the relevant team i.e. incident management.
    • Identifying opportunities for process and service improvements and discussing these openly with your manager.

    Responsibilities

    Responsibilities are not limited to the enclosed 

    • Experience making outbound calls or handling calls for UK clients
    • Proficient level of written and spoken English
    • Active listening skills
    • Assertive, empathetic, professional & courteous
    • Ability to empathize with the customer
    • Prioritizing customer needs
    • Good problem solving, reasoning and analytical skills
    • Negotiation and influencing skills

    Qualifications

    Minimum Requirements: 

    • Grade 12 (Mandatory)
    • 6+ months call centre experience 
    • Computer Literacy (MS Office, Excel, Social Media, Online, Navigation) 
    • Good articulation of the English language (Spoken and Written) 
    • As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding  or at any point during your employment at EXL.  

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    Executive

    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

    Responsibilities are not limited to the enclosed 

    • Interact with motor insurance customers through chat / telephony channel to address customer needs and queries               
    • Assist with customer policy change requests ensuring their needs are met and their journey is slick and efficient                   
    • Deliver high standards of product knowledge and service to ensure customer-centric values are achieved                   
    • Meet all assigned targets in accordance with the prescribed SLA and internal standards
    • Ensure that the quality of each transaction complies with the predefined parameters, as defined by Process Excellence                           
    • Deliver a seamless customer experience explaining policy principles in a jargon-free way, building customer understanding of the protection they have to ensure peace of mind
    • Identify areas of self-development and work with leader and team mates to achieve set goals
    • Ensure adherence to the established attendance schedules       

    Qualifications

    Minimum Requirements: 

    • Grade 12 (Mandatory)
    • 12 month customer service experience
    • Soft skills & Telecommunications experience
    • Computer Literacy (MS Office, Social Media, Online, Navigation) 
    • Good articulation of the English language (Spoken and Written) 
    • 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 »

    Assistant Vice President

    Job Description

    • Promote compliance with accreditation, licensing, and regulatory standards.
    • Basic Function

    Essential Functions

    • Responsible for review and delivery of all compliance activities as designed.
    • Partner with other line compliance functions along with compliance reporting team for updates and changes
    • Act as a bridge between Line compliance execution team, Reporting team and function leadership 
    • Innovating and improving the existing process to flush the inherent risk for the function.
    • Managing the Compliance team and drive strong Org culture to ensure completion of deliverables.
    • Participating in the design, development and delivery of best-in-class Compliance programs, policies and practices.
    • Analyzing comparative data and preparing regional and global reports related to compliance risk assessments and monitoring of compliance related issues. 
    • Mentor and guide team on all aspects of Compliance/Audit/Risk and govern trainings to enhance skillset for the role.
    • Investigating and assisting in responses to compliance risk issues. Investigating regulatory inquiries, preparing required documentation, making recommendations to senior management/clients on how to proceed, and preparing responses for the regulatory inquiries.
    • Coordination with audit teams for issue closure, action plan status and audit exits.
    • Proactively identify issues and reports the same as Self-Identified Audit Issues (SIAI) to Corporate Audit.
    • Understanding of critical regulatory requirements of banking and insurance for UK,US 
    • Ownership of all documents and maintenance as per policy requirements
    • Interacting and working with other areas within the organization, as necessary.
    • Keeping abreast of  internal policy changes in order to further identify new key risk areas.
    • Can exercise independence of judgement and autonomy.
    • Acts as SME to senior stakeholders/clients and /or other team members.
    • Additional duties as assigned.
    • Primary Internal Interactions
    • ISG/HR/LIFE/Corporate Compliance/Corporate Audit team/Finance at all levels 
    • Ownership of all compliance activities, reporting and audit closures
    • Primary External Interactions
    • Client/Auditors
    • Technical Skills    
    • Excellent presentation skills
    • Analytical Abilities
    • Process Specific Skills   
    • In depth knowledge and understanding of Compliance/Risk and importance of audits, Local laws and regulations
    • Good knowledge of Compliance/certification related standards like PCI, SSAE18, Statutory Audits, ISO 9001, ISO 27001 etc.

    Responsibilities

    • Monitor changes in laws and regulations and ensure timely updates to organization leaders.
    • Support updates to organizational practices, as needed. Liaise with accrediting and regulatory bodies.
    • Provide guidance and support to senior leaders and teams on healthcare compliance matters )
    • Complete related audits

    Qualifications

    • Bachelor's/Master's in any stream 
    • At least 10-15 years of relevant working experience in BPO / ITES industry, preferably in specialized role (Audit/Risk/Compliance)

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    Assistant Manager

    Job Description

    • The Service Desk Team Lead plays a critical role in establishing and maturing the Service Management capability within Shared Services. This includes the creation and operationalization of the Service Management layer, ensuring structured triage, end-to-end service request efficiency, complex problem resolution, and consistent SLA achievement across all service towers.
    • The role drives the design and governance of Service Management processes, tools, reporting structures, and operational insights to enhance customer-facing services. It ensures first-point-of-contact resolution capability is strengthened while overseeing escalations, root cause investigations, and continuous service improvement initiatives.
    • The incumbent will work closely with business, technical, and third-party stakeholders to build strong partnerships, improve service performance, and implement a clear roadmap for the evolution of the Service Management function. This role requires strong leadership, operational governance expertise, vendor management capability, and a customer-centric mindset.

    Responsibilities

    Service Management Implementation

    • Establish and operate the Service Desk Team layer across Shared Services.
    • Design, implement, and govern Service Management processes, tools, and reporting frameworks.
    • Optimize first-line triage, request management efficiency, and SLA performance across service towers.
    • Build capability to improve first-contact resolution of customer requests and escalations.
    • Develop operational insights and implement tactical and strategic Service Improvement Plans.
    • Drive continuous improvement through structured problem management processes.
    • Build and execute a Service Desk Team roadmap with clear milestones and measurable outcomes.
    • Ensure service quality aligns with release and deployment governance standards.
    • Establish strong stakeholder engagement and communication channels across all levels and third-party providers.

    Service Management Operations

    • Accountable for end-to-end service delivery across inbound triage and front-line support channels.
    • Oversee resolution of service requests, escalations, and operational incidents within agreed SLAs.
    • Act as escalation point for complex issues beyond the standard support model.
    • Lead root cause investigations for service failures and implement corrective actions.
    • Oversee daily service operations to ensure consistent, high-quality customer experience.
    • Maintain and continuously enhance Service Management capability and maturity.

    Qualifications

    Education:

    • Relevant degree or diploma in Information Technology, Business Management, or related field (preferred).
    • ITIL certification or equivalent Service Management certification (advantageous).

    Experience:

    • Minimum of 2 years’ experience in a Service Desk Team Lead role.
    • Experience in Shared Services or large enterprise operational environments preferred.
    • Experience in vendor management and service governance strongly advantageous.

    go to method of application »

    Executive-Customer Care Voice-Inbound

    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 preferably in a customer service/ call centre 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.

    Method of Application

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