Manager
EXL Talent Acquisition Team
About this role
Lead high-performing BPO teams, drive operational excellence, achieve key performance targets, and deliver an exceptional client and customer experience.
Responsibilities:
- 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.
Performance Parameters:
Acquiring expertise on different document type (ID/DL/Passport/Visa…etc.) for more than 200
countries
To check and verify customers’ credentials and feed them correctly in database
To identify and highlight fraudulent/fake/forged documents
To meet Service Level Agreement, AHT and quality targets
To report any bug or issue in CRM
Participate in ideation workshop and share improvement ideas
Adaptable to learn new document type, process, concept and skills
Ensure adherence to process guidelines as per agreed quality standard on all SOPs
Ensure that the assigned targets are achieved as per agreed SLA
Ensure adherence to Company Policies and Procedures
Should be flexible to work in a 24/7 environment
Employee Satisfaction, people development and morale.
Process performance – as per KSFs over the month.
Attrition within target levels
Improvement in quality and productivity
Customer Satisfaction
Any other essential function that may occur from time to time as directed by the Supervisor
Minimum Requirements:
- Matric/ Grade 12
- Overall, 5 years of work experience in BPO.
- Should have at least 3 years of supervisory experience in insurance business, preferably in the UK.
*** 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 ***
Frequently Asked Questions
Is the salary disclosed for the Manager position at EXL Talent Acquisition Team?
The salary for this Manager role at EXL Talent Acquisition Team is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Manager position at EXL Talent Acquisition Team located?
This Manager role at EXL Talent Acquisition Team is based in Cape Town, Western Cape, South Africa. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Manager position at EXL Talent Acquisition Team?
Click the "Apply Now" button on this page. You will be redirected to EXL Talent Acquisition Team's official application portal hosted on oraclecloud where you can submit your application directly.
When was the Manager job at EXL Talent Acquisition Team posted?
This Manager position at EXL Talent Acquisition Team was posted on Sep 29, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager
EXL Talent Acquisition Team
You'll be redirected to EXL Talent Acquisition Team's official application page on oraclecloud.