Manager

Ex; Cape Town; On-site; ZAR 600,000 - 900,000; Full time

Job summary

Ex in Cape Town is seeking a Business Leader-Leadership and Management to head high-performing BPO teams, drive operational excellence, and deliver an exceptional client and customer experience.

The role requires 5 years in BPO with at least 3 years supervisory experience in the insurance sector (preferably UK), and a Matric/Grade 12. You will mentor staff, optimize processes, and maintain SLA, quality, and productivity targets in a 24/7 environment.

Qualifications

• Matric/ Grade 12 completed.
• 5 years of work experience in BPO.
• At least 3 years of supervisory experience in insurance, preferably UK.

Responsibilities

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies on the floor for reducing attrition and improving employee satisfaction.
• Documented monthly performance review of Assistant Managers.
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them.
• Mentor Agents and Team Leaders for their growth and development.
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review KPIs and develop plans for improvement.
• Stay in touch with the Client at the Process Owner level to review progress.
• Ensure compliance with internal policies and external regulations and information security standards.

Skills

Supervisory experience

BPO experience

Insurance knowledge

Education

Matric / Grade 12

Job description

• Job Role Business Leader-Leadership and Management
• Experience (In Years) 3-6
• Job Location Cape Town

Job Description

Lead high-performing BPO teams, drive operational excellence, achieve key performance targets, and deliver an exceptional client and customer experience.

Responsibilities

Responsibilities:

• Manage teams and ensure quality and productivity targets are met.
• Develop strategies on the floor for reducing attrition and improving employee satisfaction.
• Documented monthly performance review of Assistant Managers.
• Conduct quarterly and annual appraisals of agents and Assistant Managers and consequently make development plans for them.
• Mentor Agents and TLs for their growth and development.
• Drive reward and recognition activity on the floor.
• Drive process improvement activity on the floor using Process Excellence methodology.
• Review Performance of the KPIs on a near term basis and develop plans for improvement in performance.
• Stay in touch with the Client at the Process Owner level on regular basis to review progress.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.

Performance Parameters:

Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200

countries

To check and verify customers’ credentials and feed them correctly in database

To identify and highlight fraudulent/fake/forged documents

To meet Service Level Agreement, AHT and quality targets

To report any bug or issue in CRM

Participate in ideation workshop and share improvement ideas

Adaptable to learn new document type, process, concept and skills

Ensure adherence to process guidelines as per agreed quality standard on all SOPs

Ensure that the assigned targets are achieved as per agreed SLA

Ensure adherence to Company Policies and Procedures

Should be flexible to work in a 24/7 environment

Employee Satisfaction, people development and morale.

Process performance – as per KSFs over the month.

Attrition within target levels

Improvement in quality and productivity

Customer Satisfaction

Any other essential function that may occur from time to time as directed by the Supervisor

Qualifications

• Matric/ Grade 12
• Overall, 5 years of work experience in BPO.
• Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.

*** In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups and in line with EXL’s EE targets ***