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Senior Executive (Subject Matter Expert) at EXL Talent Acquisition Team

Cape Town, Western Cape, South Africa -

Full Time

Start Date

Immediate

Expiry Date

17 Oct, 26

Salary

0.0

Posted On

19 Jul, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Transaction Monitoring, Coaching, Process Improvement, Training Need Identification, MS Office, Customer Experience, Mentoring, Attention To Detail, Empathy, Stress Management, Team Motivation, Hollard Product Knowledge

Industry

Business Consulting and Services

Description

This role entails transaction monitoring, providing feedback, processing transactions/taking calls as per job requirement, supporting in process improvement initiatives, coaching, providing floor support, conducting Training Need Identification and bottom quartile management. Primary Internal Interactions: * Associate * Training Team * Quality Analyst * Team Leaders * Operations Manager Primary External Interactions: * Customers / Clients as per business requirements. * Client SME / QCAs for training, coaching & mentoring. * Exception / escalation teams at the client end for the purpose of seeking clarifications & answering queries. Values & Competencies Required: * Displays the EXL values and Better Way Code in day-to-day interactions. * Effective coaching and good communication skills * Time management * Knowledge of MS Office * Self-initiated, drive and zeal for continuous improvement * Drives performance culture * Client Centricity * Hollard Product Knowledge Skills required: * Technical Skills: 1. MS Office skills for reporting * Process Specific Skills: 1. Excellent communication 2. Ability to mentor members of the team to provide excellent customer experience. * Soft Skills/ Aptitude: 1. Self – discipline 2. Result Driven 3. Displays a great eye for attention to detail. 4. Adaptability 5. Customer Service and strong display of Empathy 6. Training and Development 7. Ability to handle/engage larger groups. * Soft Skills: 1. Ability to work under pressure. 2. Delivering as per client and operations expectations 3. Stress management 4. Motivating the team

Responsibilities

The role focuses on transaction monitoring, providing feedback, and supporting process improvement initiatives. It also involves coaching team members, providing floor support, and managing bottom quartile performance.