Assistant Manager - U.K Banking & Finance

Responsible for driving team performance, managing daily operations, meeting KPIs, and ensuring excellent customer service within a fast-paced call center environment.

Responsibilities
Basic Function:

- Ability to identify inefficient/ineffective processes and develops recommendations to enhance controls and efficiency

- Providing coaching and feedback to team members to enable them to improve their performance

- Provide inputs on process and system to the team

Essential Functions:

- 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

- Management reporting and oversight

- 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

Qualifications
IJP Eligibility Criteria:

- This role is only open to Band A2 and Band B1 employees currently in the IGM vertical.

- Band A2 employees may apply - minimum of 12 months’ tenure in current role.

- Band B1 employees may apply for a lateral movement - minimum of 12 months’ tenure in current role.

- Performance rating of 3.5 or higher in the last appraisal cycle.

- Eligible under Progressive Disciplinary Policy – No warnings or disciplinary actions.

- No absence stage letters.

- Please note that you will need to pass any required assessments, as well as the mandatory background checks.

- Designated training modules on RENEW aligned with their target band level to be completed.

Closing Date for Applications: Friday, 16 October 2026 @ 23:59pm.

*** 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 ***