Senior Quality Assurance Manager

EXL; Wes-Kaap; On-site; ZAR 1,200,000 - 1,800,000; Full time

Job summary

EXL is seeking a Senior Manager - Quality Excellence to lead the UK P&C Insurance Quality Excellence Vertical, driving strategic quality initiatives, governance, and operational transformation across client engagements.

You will shape quality strategy at scale, influence senior leaders, and build a culture of operational excellence, innovation, and exceptional customer experiences, while working UK hours from our Cape Town office.

Qualifications

• Experience in Quality Excellence or Continuous Improvement environments.
• Strong Lean, Six Sigma and process-improvement capabilities.
• Proven track record in business transformation and operational improvement.
• Experience leading quality teams and cross-functional stakeholders.
• Excellent analytical, problem-solving, and executive communication skills.
• Exposure to multiple client environments in BPO/ITES.
• UK Insurance domain experience is highly advantageous.
• Strategic thinker balancing delivery with transformation.

Responsibilities

• Lead the Quality Excellence function across the UK P&C Insurance portfolio.
• Drive transformation and standardization across client environments.
• Establish and strengthen quality governance with measurable outcomes.
• Lead and develop a team of Managers and Assistants.
• Leverage Lean Six Sigma, analytics and quality frameworks.
• Partner with senior stakeholders to identify opportunities and mitigate risks.
• Drive quality assurance, governance, reporting and best practices.
• Support growth initiatives including RFPs, RFIs and client transformation.
• Turn data and quality trends into actionable insights for strategy.

Skills

Leadership

Lean Six Sigma

Process Improvement

Analytics

Executive Communication

Stakeholder Management

BPO/ITES Experience

Quality Governance

Job description

Senior Manager - Quality Excellence | UK Property & Casualty Insurance

Are you a transformational Quality leader with a passion for operational excellence, continuous improvement, and delivering exceptional customer outcomes?

At EXL, we're looking for an accomplished Senior Manager - Quality Excellence to lead our UK P&C Insurance Quality Excellence Vertical, driving strategic quality initiatives, process transformation, and governance excellence across multiple client engagements.

This is an opportunity to shape quality strategy at scale, influence senior business leaders, and build a culture where operational excellence, innovation, and customer experience are at the heart of everything we do.

What You'll Do:

• Lead the Quality Excellence function across the UK P&C Insurance portfolio.
• Drive process transformation, continuous improvement, and standardization initiatives across multiple client environments.
• Establish and strengthen quality governance frameworks that deliver measurable business outcomes and exceptional customer experiences.
• Lead and develop a high-performing team of Managers, Lead Assistant Managers, and Assistant Managers.
• Leverage Lean Six Sigma methodologies, analytics, and quality frameworks to improve performance and operational effectiveness.
• Partner with senior stakeholders and clients to identify opportunities, mitigate risks, and implement sustainable improvement solutions.
• Drive quality assurance, compliance, governance, reporting excellence, and best practice adoption across the business.
• Support strategic business growth initiatives, including RFPs, RFIs, solution development, and client transformation programs.
• Influence business strategy by turning data, insights, and quality trends into actionable

What We're Looking For:

• Proven leadership experience within Quality Excellence, Process Excellence, or Continuous Improvement environments.
• Strong expertise in Lean, Six Sigma, Process Improvement methodologies, and project execution.
• Demonstrated success driving business transformation and operational improvement initiatives.
• Experience leading quality teams and influencing cross-functional stakeholders.
• Exceptional analytical, problem-solving, presentation, and executive communication skills.
• Exposure to multiple client environments within BPO/ITES operations.
• UK Insurance industry experience, particularly within Property & Casualty Insurance, will be highly advantageous.
• A strategic thinker who thrives in complex, fast-paced environments and can successfully balance operational delivery with business transformation.

Requirements:

• Must be comfortable to work UK Hours
• Must be able to work from office at our Cape Town CBD Offices
• 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

Why EXL?

At EXL, you won't just manage quality, you'll define what quality excellence looks like.

You'll partner with industry-leading clients, drive meaningful transformation, develop future leaders, and play a critical role in shaping the future of our UK Insurance operations.