Experienced Operations and Workforce Manager. Skilled in Business Process, Analytical Skills, Contact Centers, Project Portfolio Management, and Customer Experience. Strong operations professional with a Bachelor of Commerce (BCom)

Experience

  • Operations Manager

    at First National Bank

    June 2018 - at Present

    Gauteng

    Manage Cost to Income to increase profitability and efficiencies. Establish, align and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency. Develop a service culture which builds rewarding relationships, Clarify the business unit's value chain and develop optimal service delivery procedures. Manage both direct and indirect resources whose functions include: development of plans, process impact and redesign, change management, communication, training, delivery, monitoring of performance of implemented solutions, and continuously improve implementation capability. Drive of operational efficiencies and an ultimate delivery of superior quality customer experiences and improve operational processes and procedures on an ongoing basis and monitor that workflow achieves operational requirements. Manage SLA agreements for the Business to ensure cost are managed effectively.

  • Workforce Manager/Inbound & Admin Manager

    at First National Bank

    January 2016 - June 2018

    Gauteng

    Responsible for safe delivery of all Service levels in accordance to the company policies & procedures. Ensure adherence to statutory & regulatory legislation. • Liaise with the internal business community to drive and achieve cost & financial targets • Provide Analytical services to operations & other departments through structured business models • Collaborate with Multi-channels to implement alternate channels & Straight through processes to enhance customer experience • Oversee WFM & Telephony Infrastructure (Inbound) • Identify, support and lead implementation & integration of process/tools. Engage in system improvement opportunities that lower costs, reduce cycle time and improve accuracies • Drive Automation initiatives • Implement WFM & Operational practices within the different departments in the Bank

  • Resource Planner

    at First National Bank

    August 2011 - December 2015

    Gauteng

    Use workforce management software and call volume history to help manage intra-day staffing levels and to determine the most effective methods for staffing adjustments. Enter real time exceptions (segments) into the WFM Management software that align with agent activity states. Utilize call center tools to observe agents actual state compared to agents scheduled state. Monitor agent adherence and schedule compliance and advise management of outliers. Manage real-time inbound call traffic to help ensure that service levels are met. Collaborate with leadership on off-phone activities, decisions and reporting. Gain an understanding of the technical and business solutions: optimized schedules, forecasts and other tools and present them to management. Prepare and maintain reports and dashboards. Support the preparation of ad hoc analysis that enables strong understanding of the business.

  • Team Leader

    at First National Bank

    April 2005 - August 2011

    Gauteng

    Manage a team of consultants taking inbound calls to provide over and above customer service. My duties were: Manage customer escalations and queries host meetings with staff to communicate the company strategy and vision create performance development plans for staff provide detail reports to management on performance weekly and monthly

Education

  • BCOM Business Management

    at The Da Vinci Institute

    2015 - 2017 (2 years) Gauteng

  • Matric

    at Willowmoore High school

    1995 - 2000 (5 years) Gauteng

Services offered

  • Full internal and external customer service expert

    I have vast experience in dealing with internal and external stakeholders/customers. moving from team leader to operations manger has broadened my knowledge and implement customer service and drive the company's Vision and strategy

Languages

  • English Native

  • Afrikaans Conversation

Hives