Assistant Manager Cape Town - Cape Town Region
EXL
JOB DESCRIPTION Essential Functions Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance. Leads significant process improvement projects. Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements. Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization. Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements. Skills Technical Skills Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience Excellent working knowledge of MS Office � MS Excel, Power Point, Word Doc, Outlook Process Mapping/Value Stream Mapping Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills Knowledge of industry domain being aligned to healthcare Knowledge of quality systems (ISO, COPC) preferable Soft skills (Desired) Project management skills to drive improvement projects / initiatives Analytical skills Soft Skills (Minimum) Functional Leads engagements at vertical / program / client level Understands business requirements and provides appropriate solutions to benefit the business Has the ability to identify superior improvement opportunities Knowledge of quality assurance, process improvements, domain, etc Monitoring and Reviewing Leadership Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellence General Conformance to policies / compliances with auditing skills and eye for details Ability to coach and give feedback on an ongoing basis. Interviewing skills Strong written and verbal communication Skills. Problem solving skills Ability to resolve conflicts constructively and lead in a continually challenging environment Education Requirements Graduate in any stream Exposure to quality systems (ISO, COPC, etc) preferred Work Experience Requirements Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry Minimum 5 year in the current role/assignment ABOUT US 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, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals. JOB DESCRIPTION Essential Functions Responsible for designing new processes for QC functioning to meet client specific requirements; facilitate migrations to seamlessly set up quality compliance. Leads significant process improvement projects. Train / mentor personnel from other functions on quality tools and concepts and mentor AMs / GBs Responsible for ensuring ongoing compliance to quality standards based on internal as well as client requirements. Responsible for working closely with clients and operations team to carry out process improvement activities and facilitate best practice sharing and driving standardization. Perform ongoing reviews to ensure compliance to QSD to all certification and internal / client requirements. Skills Technical Skills Trained / Certified Lean Six Sigma Green Belt from a reputed organization with 7-9 years of experience Excellent working knowledge of MS Office � MS Excel, Power Point, Word Doc, Outlook Process Mapping/Value Stream Mapping Knowledge of calls recording system and its usage (NICE, Witness, etc) preferred Process Specific Skills Knowledge of industry domain being aligned to healthcare Knowledge of quality systems (ISO, COPC) preferable Soft skills (Desired) Project management skills to drive improvement projects / initiatives Analytical skills Soft Skills (Minimum) Functional Leads engagements at vertical / program / client level Understands business requirements and provides appropriate solutions to benefit the business Has the ability to identify superior improvement opportunities Knowledge of quality assurance, process improvements, domain, etc Monitoring and Reviewing Leadership Fosters a spirit of collaboration and team work Ability to relentlessly pursuing excellence General Conformance to policies / compliances with auditing skills and eye for details Ability to coach and give feedback on an ongoing basis. Interviewing skills Strong written and verbal communication Skills. Problem solving skills Ability to resolve conflicts constructively and lead in a continually challenging environment Education Requirements Graduate in any stream Exposure to quality systems (ISO, COPC, etc) preferred Work Experience Requirements Minimum 8 years of total work experience with at least 2 years of relevant in BPO / ITES industry Minimum 5 year in the current role/assignment ABOUT US 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, and transform their business. Our partnerships with clients are built on a foundation of collaboration - and we've been chosen as a partner by nine of the top ten leading US insurance companies, nine of the top 20 global banks, and six of the top ten US health care payers. We function as one team to make your goals our goals, whether that's unlocking the value of generative AI or embedding analytics into workflows that reduce risk or power your growth. Clients choose EXL as their transformation partner for many reasons. Our geographic diversity make talent all over the world instantly accessible. Digital accelerators enable unmatched speed-to-value, letting you realize results fast. It's our people that truly set us apart, though, including the 1,500 data scientists we have dedicated to our generative AI practice. And our more than twenty years of experience in delivering business services, garnering stellar client references, and maintaining a solid balance sheet are reassuring to our C-suite clients. Find out for yourself why clients, employees, and analysts think we're some of the best in the business. Contact us to see how we can help you achieve your goals.
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