EXL

Analyzes business data and runs outsourced operations

Assistant Manager - U.K Banking & Finance

Customer SupportPosted on Nov 12

Full-timeCape Town, South AfricaNo salary listedIn-person

About the Job

Requirements

Applicants must be Band A2 or Band B1 employees currently in the IGM vertical.
Band A2 applicants must have at least 12 months’ tenure in their current role.
Band B1 applicants applying for lateral movement must have at least 12 months’ tenure in their current role.
Applicants must have a performance rating of 3.5 or higher in the last appraisal cycle.
Applicants must be eligible under the Progressive Disciplinary Policy, with no warnings or disciplinary actions.
Applicants must have no absence stage letters.
Applicants must pass required assessments and mandatory background checks.
Applicants must complete designated RENEW training modules aligned with their target band level.
Applicants must identify inefficient or ineffective processes and develop recommendations to improve controls and efficiency.
Applicants must provide coaching and feedback to team members to improve their performance.
Applicants must provide input on processes and systems to the team.
Applicants must ensure compliance with internal policies and procedures, external regulations, and information security standards.
Applicants must maintain accurate performance reports and comply with internal control requirements.
Applicants must assess development needs and collaborate with others to identify and implement action plans that support high-performing teams.
Applicants must maintain compliance with Human Resource policies and procedures and implement them at the employee level.

Responsibilities

Drive team performance, manage daily operations, meet key performance indicators, and ensure excellent customer service in a fast-paced call center environment.
Meet service-level agreement targets.
Manage the team and conduct transaction and call monitoring.
Improve productivity and support employee engagement.
Interact with clients when required at supervisory level.
Provide management reporting and oversight.
Drive quality initiatives in the process to achieve measurable positive results.
Maintain process metrics and reporting on a daily, weekly, monthly, and quarterly basis.
Establish an environment and work style that promotes teamwork and professional development.
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance when needed.

Responsible for driving team performance, managing daily operations, meeting KPIs, and ensuring excellent customer service within a fast-paced call center environment.

IJP Eligibility Criteria:

This role is only open to Band A2 and Band B1 employees currently in the IGM vertical.
Band A2 employees may apply - minimum of 12 months’ tenure in current role.
Band B1 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.
No absence stage letters.
Please note that you will need to pass any required assessments, as well as the mandatory background checks.
Designated training modules on RENEW aligned with their target band level to be completed.

Closing Date for Applications: Friday, 16 October 2026 @ 23:59pm.

*** 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 ***

Basic Function:

Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency
Providing coaching and feedback to team members to enable them to improve their performance
Provide inputs on process and system to the team

Essential Functions:

Meeting the SLA Targets
Team management and Transaction/Call Monitoring
Productivity Improvement and Employee engagement
Client interaction, if required at supervisory level
Ensure compliance with internal policies and procedures, external regulations and information security standards
Management reporting and oversight
Driving Quality initiatives in the process to attain measurable positive results
Maintain process metrics and reporting on a daily, weekly, monthly and quarterly basis
Ensuring accuracy of performance reports and compliance to internal control requirements
Assesses developmental needs and collaborates with others to identify and implement action plans that support the development of high performing teams
Establish an environment and work style that promotes the concept of teamwork and professional development
Create a positive work environment by acknowledging team contributions, soliciting input, and offering personal assistance, when needed
Accountable for maintaining compliance with Human Resource policies and procedures and implements them at the employee level

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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