Who we serve

Our diverse cross segment client base allows us to leverage assets across market segments to solve business problems from a multi-dimensional perspective.


We use our deep understanding of the customer journey and next-gen technology to help insurers leverage their data to identify and understand who to target, why products resonate, and how to secure and grow customer loyalty.

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With a best-in-class understanding of the customer journey and next-gen technology, EXL helps utilities clients to leverage the proliferation of data to acquire new customers, deliver on their customer services promises, and secure customer loyalty.

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Banking and Financial Services

EXL partners with banking and financial institutions to create real, measurable value by deploying advanced analytics, AI, robotics and other domain-specific technology solution.

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We partner with Payers, Providers, PBMs and Life Sciences organisations to deliver services, solutions and analytics across the capability domains such as clinical services, payment services, pharmacy services, data and analytics services , and many more.

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Latest thinking: Working together through COVID-19
What would you do with more customers?
Some are still trying to navigate our new normal. Others are planning how to transform. We have curated our latest thinking on what leaders should consider and how companies can adapt.

EXL works as a committed team, with one goal: to give our client the power to transform – to move from playing catch-up to outperforming. Our people are problem solvers and creative thinkers. Put your talents to use where opportunities are limitless and every day makes a difference.

  • Who to contact? Generate more highquality leads
  • When to contact? Finding best time to contact to increase the percentage of conversions
  • How to contact? Increase the percentage of conversion by leveraging the right touch points
  • What to sell? Increase the percentage of conversion by offering customized product and services


Why EXL South Africa

Digital transformation through deep domain expertise.

Our key differentiators, strategy “to be where our clients need us” and recognition make us a key player.

  • EXL South Africa is 100% focused on Insurance operations and customer care
  • Engagements with University of Western Cape and other private sector organisations to attract the right talent, including support for postgraduate degrees in Data Analytics and Business Intelligence
  • Customized, in-house insurance academy to develop deeper domain expertise in insurance and technology, as well as business and leadership skills
  • A Customer Experience and Quality Assurance team, which helps generate regular insights


GBS awards hosted by BPESA - Recipient of 4 awards including the prestigious ‘Impact Sourcing Award’


Awarded the Automation Project of the Year in the Global Sourcing Awards at Cape Town


EXL SA won silver in ‘Best Contact Center’ (Medium) category in the Contact Center World Awards, London


Commitment to Youth Employment in South Africa

Operational Resilience in Utilities

Adaptive Framework to Manage Risk During COVID-19

Operational Resilience Reimagined

Five Levels of Digital Disruption in Insurance

EXL South Africa Leadership Team

Pratap Rao

Geography Head, EXL South Africa

Pratap Rao is the geography head for South Africa. He joined EXL in 2001, and has since managed diverse portfolios across the organisation from Process Excellence (Quality), Operations and Migrations.

In his time with EXL, he has worked across various domains, client geographies and functions across the wide spectrum of Customer Experience, Quality, Migrations, Training and Service Delivery. Pratap has a total experience of 20+ years in Sales, Inbound Tourism and the ITES industry. Pratap holds a Bachelor’s degree in English from St. Xavier’s College, Kolkata (India) with specialization in Economics and History.

S’lene Popolillo

Head of HR, EXL South Africa

S’Lene is responsible for leading the Human Resource function for the South Africa geography. She has more than 23 years of Human Resource management experience within different industries, FMCG, Financial/Banking, IT and 10 years within Business Process Outsourcing (BPO). Her past experience as a senior leader in the BPO include managing Human Resources functions, new business tenders, project management, due diligence and client onboarding. She was also previously responsible for the full HR function servicing an offshore operations with +-1400 FTEs. She has more than 15 years of experience in working on key strategic projects within Human Resources to ensure continuous improvement.

S’Lene completed her tertiary qualification in Human Resources Management, Labour Relations and several leadership programs from the University of Stellenbosch business school.

Rahul Arora

Head of Utilities,UK & Europe

Rahul Arora is EXL’s Client Executive for a leading utilities provider in the UK. During his 10 years in this role, he spearheaded the Customer Transformation Programme.

Rahul is responsible for growth, strategy and client management. Collectively, he has over 15 years’ experience in managing large client operations and relationships, improving operational performance and sales and marketing for multiple clients in utilities, consulting, banking, financial services and the BPM industry. Rahul graduated from Institute of Hotel Management, Bhopal.

Jonathan Phillips

Senior Vice President and Geography Head for UK & Europe

Jonathan Phillips is Senior Vice President and Geography Head for UK & Europe.

Having spent over 35 years in the Financial Services sector, Jonathan is an Insurance expert and his knowledge and experience spans across both retail and commercial lines in multiple markets around the globe. He has held C-suite roles at leading insurance organisations including Zurich, AIG and Chubb . During his career, Jonathan has focused on delivering optimization and transformation across the insurance value chain, competitive advantage, material gains for P&L, increase in NPS and customer satisfaction scores, whilst at the same time increasing employee engagement.

Jonathan holds a Bachelor of Arts degree in Human Movement from Trinity College, University of Leeds.

Mohit Manchanda

Head of Insurance, UK & Europe

Mohit Manchanda is Vice President and Head of Insurance practice for UK & Europe which includes Operations Management, Digital Transformation, Analytics, Risk Management and Regulatory Compliance. In his role, Mohit is responsible for shaping the overall strategy and growth of Insurance business and owns the full P&L responsibility including sales, client relationship management, product development, partnership & alliances and acquisitions.

Mohit has 20+ years of experience in business management across multiple Industry verticals including Insurance, Banking & Capital Markets, Professional Services, Utilities, Travel, Retail, Hospitality and Manufacturing. Mohit has held multiple roles during his tenure at EXL including setting up the Consulting and Finance & Accounting practice across US, UK & Europe and APAC region. Prior to EXL, Mohit worked with two of the Big 4 accounting firms and is a Chartered Accountant by profession.

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