Phumla Ncobo

• Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
• Developed processes to save on costs and prevent losses.
• Devised strategic plans focused on long-term growth while addressing immediate operational challenges.
• Increased employee retention by implementing comprehensive training programs and opportunities for advancement.
• Established performance goals for each department, monitoring progress towards objectives on a regular basis.
• Analyzed performance metrics to identify areas for improvement and implement necessary changes.
• Collaborated with sales teams to develop strategies for increasing market share and revenue growth.
• Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
• Conducted regular audits of operational procedures to ensure compliance with industry regulations and company policies.
• Streamlined regional operations by implementing efficient processes and procedures.
• Enforced compliance with local, state and federal regulations and company standards.
• Led cross-functional teams in pursuing process improvement projects, resulting in increased productivity across departments.
• Negotiated contracts and agreements to optimize cost savings and efficiency.
• Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
• Enhanced regional branch performance by implementing proven management processes to increase revenue.
• Devised and executed training plans for new and existing staff to support competency and compliance.
• Streamlined inventory management processes, reducing waste and optimizing stock levels.
• Cultivated strong relationships with local business leaders and government officials to support regional growth initiatives.
• Improved customer satisfaction across region, implementing customer service training for frontline staff.
• Negotiated with vendors to improve supply chain efficiency, ensuring timely delivery of products and services.
• Implemented sustainability initiatives, reducing region's environmental impact and operational costs.
• Enhanced team productivity and morale with targeted leadership development programs.
• Drove revenue growth in region by identifying and capitalizing on new market opportunities.
• Led training and development initiatives, enhancing skills and competencies of regional staff.
• Coordinated disaster recovery efforts, minimizing downtime and operational disruptions in times of crisis.
• Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
• Fostered culture of continuous improvement, encouraging team members to innovate and optimize processes.
• Managed budgets and financial reporting for the region, providing accurate forecasts and identifying areas for potential savings.
• Developed and executed strategic plans to expand company's footprint in underperforming markets.
• Enhanced communication and collaboration between regional teams, resulting in more cohesive and effective operations.
• Maintained strict compliance with industry regulations and standards, conducting regular audits and training sessions.
• Trained and guided team members to maintain high productivity and performance metrics.
• Managed purchasing, sales, marketing and customer account operations efficiently.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Investigate and follow up on Escalated queries, on the following products: - Long term products - Life cover, funeral covers, Investments, funds at work, and medical aid
• Opening workstations to the companies - Building relationships with the stakeholders, Monitor the building assets and staff assets (Asset register)
• Make sure of the building security system and do negotiations with the security companies also make negotiations with the cleaning companies
• Submitting and approving invoices for vendors and checking their profiles
• Handling budgets for staff motivation incentives e.g vouchers, team building and pretty cash for the office
• Report on quality of service/work from internal service staff
• Ensure the delivery of awesome service to financial advisers, Clients, and/or momentum branches
• Obtain all instructions on legislation changes from the FSB as provided by the Retail Compliance Department - for example, transfer of products between FAIS categories, minimum requirements per category, FAIS license transfer, and addition of additional categories to our FAIS license
• Obtain requests from other departments on process enhancements regarding FAIS information or processes - for example, automated debarment feedback and ASTUTE look-ups automated responses with no DOFA where no investigation is required
• Ensure that all the FAIS representatives and Key Individual information are in sync with the FSB Representative register under Momentum's FAIS license.

• Ensuring the smooth functioning of a comprehensive Call Centre Department
• Control of the workflow and workload of the department according to deadlines and service level agreements
• Successful development and implementation of internal controls
• Managing the performance and production of Call Centre teams which would include work methods, systems, procedures, and operations
• Training and continuous communication to staff in a Call Centre Department
• Ensuring that the quality of responses to members and service providers are of a high standard at all times also the co-ordination and handling of members' complaints and ensuring customer satisfaction
• Interfacing with members, service providers, business partners, and various internal and external stakeholders to resolve queries, deal with complaints, supply information, and resolve issues
• Liaising with Claims and Premium Management stakeholders in order to keep abreast of all changes
• Management of projects to improve workflow management
• Reviewing, implementing, and ensuring adherence to processes relevant to the area of responsibility, the establishment of additional services as required by the Scheme
• Continually reviewing client growth and accurately forecast staffing requirements to ensure that the recruitment process is followed timeously
• Staff management, including staff development and performance management and ensuring adequate departmental succession planning.

• Ensuring the smooth functioning of the Client Services Department, Dealing with agents' grievances as per Labour Law
• Monitoring quality and quantity of workflow, Training, developing, and motivating Client Services Agents routing and streamlining work
• Assisting staff with difficult client service queries, Planning, supervising, monitoring, and controlling the written and telephonic output of the Client Services Agent
• Continuously monitor and assume responsibility for the efficiency of workflow systems in the department and propose enhancement if required, reviewing reports of outstanding scanned correspondence, and taking appropriate action if required
• Keeping accurate records of staff administration, Checking and Auditing of claims statements after every claim run
• Liaising with Medical and Dental Advisors regarding queries requiring expert opinion, as and when required
• Identifying training needs for individuals and team and motivating for skills transfer, Ensuring effective communication within the team
• Providing feedback to Management in respect of all issues which are impacting productivity and the team working environment.

• Handling escalated queries & taking calls from Agents when passengers request to deal with a superior, Dealing with complex situations, very irate guests
• Offering Training on new products & promotions
• Compiling reports, dealing with delayed flights and canceled flights
• Liaison with ground & management staff at Cape Town, Johannesburg, Durban, and Bloemfontein Airports
• Creating complimentary vouchers, creating bookings, and Liaising with the finance dept for refunds
• Conducting counseling and presenting warnings verbally, and written, liaising with the H.R department, and Controlling Call Centre Budget
• Approving leave for Call Centre staff, auditing for leave reports and Liaising with Payroll
• Training new & old staff members on new products
• Conducting Interviews.

• Inbound calls, Outbound calls, adding vas Products, doing migrations, activating GPRS Services, sending WAP settings and MMS settings
• Solving customer's problems on their cell phones, Checking if customers' accounts are up to date, Reactivating customers' accounts, Doing sim Swaps Locking stolen phones, Updating customer's Details, changing debit order dates on customers' Accounts, working on Epix, Morpheus, Making arrangements on accounts, Activating Roaming services.

• Debtors collector, inbound calls, outbound calls, Conducting I.T.C checks, Solving customer's problems
• Making arrangements for outstanding accounts, Tracing uncontactable customers
• Working on a dialer machine
• Doing Shift roaster.

• Telesales, Promoting prepaid phones, Telephonic debt collection for outstanding payment
• Opening new telephone accounts, Data capturing, dealing with Client queries when they request to deal with a supervisor
• Giving agents feedback about their targets & motivating them to reach their targets.

Giving Academic guidance in writing effectively

Identify opportunities to enhance academic success programs and solve or make recommendations for their improvement

Conduct regular meetings with students in reviewing their thesis.

Provide constructive feedback and coaching improving performance .