Senior Manager Quality Excellence - Insurance BPO in Cape Town
EXL · Cape Town, Western Cape
Overview
EXL is looking for a Senior Manager of Quality Excellence to lead their UK Insurance P&C vertical in Cape Town. You will manage a team of managers, drive quality control and process improvement, and work directly with clients to meet performance targets. This is a full-time role for someone with solid BPO quality experience, Six Sigma and Lean skills, and a passion for making processes better.
About the role
EXL is hiring a Senior Manager for Quality Excellence to lead the Quality Excellence Insurance UK P&C vertical. This is a full-time role based in Cape Town, where you will manage a team of Managers, Lead Assistant Managers, and Assistant Managers. You will work closely with colleagues at all levels to make sure quality management frameworks are in place for each client, and you will drive continuous improvement across the board.
What you will do:
- Lead the Quality Excellence team for the UK P&C insurance vertical
- Build strong quality control processes that deliver high performance and meet client KPIs
- Analyse business processes, find problems, and put improvement plans in place
- Drive quality assurance across all processes and standardise ways of working across clients
- Keep up with process improvement trends and contribute to business strategy
- Support business development through RFP and RFI responses from a quality angle
- Set up quality compliance at client level to meet internal and ISO requirements
- Share best practices from inside and outside the organisation and implement them
- Plan and manage the budget and resources for your vertical
Important note: In line with the Employment Equity Act, preference will be given to applicants from historically underrepresented groups, aligned with our EE targets.
Requirements
- Matric plus a graduate qualification in any field
- Minimum 18 months in your current role or assignment, preferably with support or leadership responsibilities
- 2+ years of experience as a Manager in Quality Excellence with proven success and financial results
- 5+ years of business or operations experience, with at least 2 to 3 years in a BPO environment
- 3+ years of quality experience using Six Sigma and Lean tools, process improvements, and project execution
- UK Insurance domain experience is highly preferred
- Exposure to multiple client environments
- Experience packaging and presenting capabilities and solutions to senior business leaders
- Strong problem solving and analytical mindset, comfortable with business ambiguity
- Excellent oral communication and presentation skills, plus superior written communication skills
Responsibilities
- Lead the Quality Excellence team within the UK P&C insurance vertical, managing Managers, Lead Assistant Managers, and Assistant Managers
- Build strong quality control with clear process understanding and measurement to deliver high performance and client agreed KPIs
- Analyse business processes, identify problems, and create mitigation plans for quality improvement
- Ensure quality assurance across all processes, execute projects, govern processes, report on progress, and drive standardisation across clients
- Stay informed on process improvement programmes and contribute to business strategy for a positive customer experience
- Support business development and solutions in select areas, including RFP and RFI responses from a quality perspective
- Set up and manage quality compliance at client level to meet business, internal, and ISO certification requirements
- Facilitate the sharing of best practices from within and outside the organisation and implement them
- Plan and manage the budget and resource allocation for the assigned vertical
Job details
- Organisation
- EXL
- Location
- Cape Town, Western Cape
- Job type
- Full time
- Experience level
- Senior (5+ years)
- Education
- Bachelor
- Category
- Banking & Insurance
- Application Method
- Apply online
Success Guide
Applying for a senior quality role at EXL means you need to show more than just years of experience. Highlight your hands on work with Six Sigma and Lean, and give clear examples of how you improved processes or saved money in a BPO setting. Mention any UK insurance exposure, even if it was a small part of a bigger project. In the interview, expect questions about how you manage teams and handle clients who are not happy. Be ready to talk about budgets and resources you have handled. If you have ISO audit experience, bring that up. Also remember that EXL values employment equity, so if you fall into a historically underrepresented group, you can mention that in your application if you feel comfortable. Keep your CV focused on quality management, process improvement, and leadership results.
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