Operations Manager

EXL; Wes-Kaap; On-site; ZAR 600,000 - 900,000; Full time

Job summary

EXL is seeking an experienced BPO Operations Manager to lead teams in a UK insurance voice process. You will drive quality, productivity, SLA performance, and compliance while enhancing customer satisfaction and employee engagement.

The role requires strong people management, client-facing skills, and a track record in regulated insurance and offshoring. You will mentor leaders, review KPIs, and drive process improvements on the floor.

Qualifications

• Minimum 3 years of BPO supervisory experience in insurance, UK preference.
• Strong people leadership and client-facing capabilities.
• Proven ability to drive process improvements and QA on the floor.

Responsibilities

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

Skills

People management

Leadership

Client-facing

Quality focus

Process improvement

Employee engagement

Communication

BPO experience

Insurance domain

Education

Grade 12 / Graduation

Diploma

Job description

We are looking for an experienced and results-driven BPO Operations Manager to lead and manage teams within a UK insurance voice process. The role is responsible for driving quality, productivity, SLA performance, compliance, customer satisfaction, and employee engagement, while identifying opportunities for process improvement. The ideal candidate will have strong people-management and client-facing skills, prior BPO/offshoring experience, and a proven track record of managing high-performing teams in a regulated insurance environment.

• 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.
• Should have at least 3 years of BPO supervisory experience in insurance business, preferably in the UK.
• People management and leadership skills.
• Capability to conduct an appraisal discussion Capability to communicate with large teams.
• Appreciation of the domain needs of the process and its key drivers.
• Reasonable level of business perspective regarding the internal functioning of BPO/EXL.
• Output driven mindset, determined, resilient, persevering and persistent
• Customer Service Orientation
• Quality Orientation
• People & performance oriented.
• Grade 12/Graduation (in any stream) or diploma