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Work Background
Telesure Investment Holdings (TIH)Senior Commissions Specialist
Jul. 2022Fourways, South AfricaPioneer the way forward for advisory remuneration within the newly formed sales channel for Tied Advice. Create new processes, remuneration calculations and MI, using existing Life & Wealth commission processes as a yardstick, with a long-term view of aligning processes with and migrating historic data into a commission system in development.
Assist Life & Wealth Commissions team with creating efficiencies in their existing processes as well as update historic data structures for system migration.
Discovery HealthSenior Operations Manager
May. 2021 - Dec. 2021www.discovery.co.za• Overseeing daily operations with meticulous attention to detail
• Supervising, coaching, training, motivating and mentoring personnel, setting clear goals and expectations, providing relevant feedback and discipline as required
• Planning and managing team performance, skills development, talent, and culture to improve innovation, achieve efficiencies and increase competencies
• Establishing, implementing and overseeing effective systems, processes and controls
• Maintaining a high standard of sales, administrative, marketing and financial support
• Intervening and providing solutions for escalated problems • Customer service and liaison, building strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries
• Liaising with internal and external service providers regarding staffing, procurement and logistics
• Travelling to various sites and conducting site inspections
• Reporting consolidated performance measures
• Keeping abreast with legislative and industry changes and their effect on vaccination sites and protocols
• Creating and maintaining SOP according to site requirements and changes to the vaccination protocol
• Ensuring sites are sufficiently stocked • Database management, maintaining meticulous records, reading and interpreting technical documentation
• Producing various reports, presentations, analyses, correspondence and other documentation • Performing as a strong leader of a cohesive team with strict enforcement of health, safety and statutory regulations, service level agreements, quality standards, governance processes and compliance requirements
• Managing teams effectively, to ensure business growth, brand awareness and operational excellence
Vitality UKService Operations Manager
Jun. 2018 - Oct. 2020www.vitality.co.uk• Overseeing daily operations with meticulous attention to detail
• Supervising, coaching, training, motivating and mentoring personnel, setting clear goals and expectations, providing relevant feedback and discipline as required
• Planning and managing team performance, skills development, talent, and culture to improve innovation, achieve efficiencies and increase competencies
• Establishing, implementing and overseeing effective systems, processes and controls
• Maintaining a high standard of sales, administrative, marketing and financial support
• Intervening and providing solutions for escalated problems • Customer service and liaison, building strong working relationships and effective communication channels with key stakeholders, resolving complaints and enquiries
• Liaising with internal and external service providers regarding staffing, procurement and logistics
• Travelling to various sites and conducting site inspections
• Reporting consolidated performance measures
• Keeping abreast with legislative and industry changes and their effect on vaccination sites and protocols
• Creating and maintaining SOP according to site requirements and changes to the vaccination protocol
• Ensuring sites are sufficiently stocked • Database management, maintaining meticulous records, reading and interpreting technical documentation
• Producing various reports, presentations, analyses, correspondence and other documentation • Performing as a strong leader of a cohesive team with strict enforcement of health, safety and statutory regulations, service level agreements, quality standards, governance processes and compliance requirements
• Managing teams effectively, to ensure business growth, brand awareness and operational excellence
Vitality UKAgencies and Commissions Manager
Jul. 2014 - May. 2018www.vitality.co.za• Overseeing daily operations of the Commissions function, focusing on strategies to develop a high-performance team
• Ensuring adherence to SOP and performance targets
• Driving system and operational process enhancements to create a more efficient customer journey
• Ensuring adherence to processes according to iQS and risk and control guidelines
• Preparing staff for financial and iQS (ISO-9001) audits
• Working with the fraud team to identify, investigate and resolve possible fraudulent activity
• Overseeing network specialist to ensure regular check ins are conducted with stakeholders, and all projects are on track
• Providing feedback on team performance to head of finance and CFO
Vitality UKAgencies and commissions Team leader & Administrator
Mar. 2009 - Jun. 2014www.vitality.co.uk• Overseeing daily operations to meet and exceed KPI, in line with ISO-9001 guidelines
• Developing staff with regular training sessions at individual and team level, taking necessary action for underperformers
• Conducting internal and external audits, for financial and QMS (ISO-9001) standards • Building strong working relationship and liaising with internal and external stakeholders • Managing network launches with clear timelines and objectives, while effectively communicating these timelines to all stakeholders
Vitality UK Contact Centre Consultant & Sales Consultant
Apr. 2007 - Mar. 2009www.vitality.co.uk• Providing excellent customer service to all clients, advisers and staff members
• Resolving complaints and enquiries, escalating issues when required
• Assisting in the launch of a tech support helpline for brokers and clients
• Compiling MI related to call statistics and staff errors
• Selling private medical insurance to individuals living in the United Kingdom
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