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. 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 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 ***