Assistant Manager - Quality Excellence

EXL Service

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
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

Responsibilities: 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
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
People management and leadership skills
Reasonable level of business perspective regarding the internal functioning of the business
Must understand audit trends and should be able to identify process gaps
Should understand RCA for performance improvement
Should know how to create dashboards and reports
Should be able to handle escalations, disputes
Should be able to drive calibration and publish variance report

Qualifications: Lean Six Sigma Yellow Belt Certified (highly preferred)
Good to have Green Belt certification/training (preferred)
People management and leadership skills
Reasonable level of business perspective regarding the internal functioning of the business
Must understand audit trends and should be able to identify process gaps
Should understand RCA for performance improvement
Should know how to create dashboards and reports
Should be able to handle escalations, disputes
Should be able to drive calibration and publish variance report
Band A2 in Quality Excellence apply for (12-month tenure) - Compulsory
Band B1 in Quality Excellence can apply for lateral movement (12-month minimum tenure) -Compulsory
Performance rating of 3.5 or higher in the last appraisal cycle
Clear Disciplinary Record
“In alignment with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups/ aligned with our EE targets”