Andrew Alexander Kisten
Operations Management
Durban North, KwaZulu-Natal
Summary
A competent and conscientious leader with excellent organizational skills. Skilled in dealing with problems/issues in a resourceful manner and negotiate constructively to achieve agreement. A wealth of skills gained in the running of department and overseeing staff.
Sense of humor and natural ability to communicate easily at all levels.
Profile
A competent and conscientious leader with excellent organizational skills. Skilled in dealing with problems/issues in a resourceful manner and negotiate constructively to achieve agreement. A wealth of skills gained in the running of department and overseeing staff.
Sense of humor and natural ability to communicate easily at all levels.
Overview
27
27
years of professional experience
Work History
Business Service Risk Manager
Bidvest Life
Durban
07.2020 - Current
- The overall responsibility of the Business Services team is to proactively identify, assess and limit exposure from any unwarranted risks
- The scope of responsibilities includes the management of adviser onboarding, quality assessment, commission and adviser debt, retention and replacements and ongoing monitoring and identification of key trends
- The overall objective is to manage risk which may impact our acquisition costs and lapse rates as we continually seek to expand our distribution footprint and grow market share
- The following roles are key & report to the BSR Manager: - Business Risk Analyst - Commission & Contracts Consultant - Retentions & Replacements Consultants - Business Risk Consultants
Sales Operations Team Leader
FMI
Umhlanga, Durban
09.2018 - 06.2020
- Responsible for managing the following: - Broker Contracts applications process, Assessment of applications received together with supporting documents including required signed Surety form
- Broker Debt Management, responsible for liaising with brokers, agreeing with a payment plan including LOD/AOD and handing over to Attorneys for Legal Action and the full legal process
- Align Accreditation process with business objectives
- Sales Staff commission calculations – Liase with sales staff, resolve all queries before cutoff
- Prepare monthly and send to Payroll
- Broker Contracts Onboarding automation – facilitate this process with the Dev/Projects team by ensuring the necessary deliverables/requirements & testing before go Live date
- Reason for leaving: Promotion
Call Centre Team Leader
FMI
Umhlanga, Durban
11.2014 - 08.2018
- To oversee and manage the daily functions of the Client Services Call Centre, reporting to the Head of Customer Experience
- The Client Services team is responsible for the primary contact with FMI policy holders and advisors (both Inbound & Outbound campaigns)
- Consultants objective is to assist policy holders & IFA’s with answers to questions and queries around existing cover, benefits, quotes, beneficiaries and applications
- In addition, the client services team is mandated to proactively carry out and administer seasonal campaigns and drives into the existing FMI client base, as well as contributing to control policy retention
- Reason for leaving: Promotion
Key Accounts Manager
RL Daly Attorneys Call Centre Collections
Mount Edgecombe, Durban
03.2010 - 09.2014
- Responsible for managing the Collections strategies of key Retail portfolios within the Daly Group
- My responsibilities include Strong networking and Client Liaison Strategic Planning; managing budgets
- Managing Teams within the Call Centre Weekly strat session with Management Team
- Reporting to the Daly Group Execs and Shareholders Attend all Client Performance Meetings in DBN/JHB/Cape Town Prepare for and attend weekly performance conference calls Additionally to ensure that we remain within Clients SLA’s Attend to all Adhoc projects ie
- New Client setup
- Reason for leaving: Head Hunted
Intermediary Relationship Executive
FNB – HomeLoans KZN Mortgage Origination Sales
09.2005 - 07.2008
- Establish and maintain relationships with identified Mortgage Originators
- Achievement of set Sales targets
- Responsible for all aspects of communication with client
- Responsible for the satisfactory resolution of all queries and problems emanating from new business flowing From the M/O
- Ongoing training of M/O, on our HomeLoan products, procedures, Credit policies, etc
- Ongoing promotion of FNB HomeLoans, its products and services to the Mortgage Originators
- Tracking and Saving of Deals
- Updating and Maintenance of Stats
- Reason for leaving: Retrenched
Arrears Manager
FNB, HomeLoans Arrears Division KZN
06.2002 - 08.2005
- Manage and control collections of the portfolio for Kwa Zulu Natal
- Monitor and assess the effectiveness of quality decision making principals and devise innovative collection processes with customer retention as a priority
- Develop and implement appropriate collection and recovery strategies
- Analyze arrear base periodically in order to establish trends and changes in trends in order to pre-empt problems and develop counter actions to prevent loss to the business
- Lead and empower a team of Pre-Legal Collectors, initiating change providing support and direction to maximize and exceed performance objectives
- Take responsibility for ad hoc projects
- Reason for leaving: Arrears Div centralized from DBN to JHB
Team Leader
NBS (Bank) Collection Call
09.2001 - 06.2002
- Managing consultants in a dynamic call centre
- Implement and control performance measurement for staff, Resolve customer complaints, maintaining high quality of performance, Reassigning of work and general work flow, escalating to management as and when required
- Day to day stats on performance, escalations and collection comparatives
- Actively involved in personnel requirements e.g., leave and absenteeism, disciplinary hearings and recruitment
- Introduce innovative new concepts, procedures and systems for the department
- Reason for leaving: NBS (Bank) liquidated.
Call Centre, Call Centre Agent
NBS, Collections
10.2000 - 08.2001
- Arrear Collection based on: Monetary and number of accounts, numbers of daily calls to clients, Conversion of cash payers to debit order facilities
- Including accurate capture of arrangements and comments on Arrear System
- Strive to create a Win-win solution with all clients that also benefits both the client and the organization
- Reason for leaving: Promoted to Team Leader
Credit Controller
NBS
09.1998 - 09.2000
- Follow up on arrear accounts so as to safeguard NBS interest minimizing losses, draw to attention of defaulting borrowers
- Interview defaulters
- Ascertain cause and come to a workable arrangement
- When legal action is taken, follow up with Attorney on Summons, Judgments, Attachment and Sale in Execution
- Report on cases that relate to shortfalls on bond cancellation and PIP`s sold where Defaulter undertakes to repay the loss
- Reason for leaving: Division restructured
Admin/Cancellations
NedBank – Homeloans
09.1996 - 08.1998
- Registrations
- Credit checks, Joint bank reports, Certificate of Balance, Estate/Tax Certificates, Implementation of debit orders, Fixed rates and rate reductions
- Guarantee Requirements/Discharge figures for Cancellation of cessions/insurances, guarantees
- Client, Attorney and branch queries-written and Telephonic
- Reason for leaving: Better job opportunity
Education
Services Management 1 and 2 - undefined
Nedcor Bank Training College
Advanced Diploma - Management Development
University of Cape Town (UCT)
Diploma - Call Centre Management
Damelin Correspondence College
National Certificate: Financial Services: Wealth Management (FAIS - undefined
Damelin College
BOARD EXAM - undefined
complete Certificate in Banking - Banking
Damelin College
Grade 12 - undefined
East Bury Secondary
Certificate in ESTATE - undefined
AGENTS
Skills
Attention to Detail
undefinedAccomplishments
- Course completed-Facilitator: Employment Equity & Communication Audit Workshop (1998) NBS Bank Training
- Basic Mortgage Loans
- Arrears
- Assertiveness
- Leadership Skills Development (2001)
- Targeted selection (2002)
- Facilitator: Retrenchment Representative (NBS closed its doors 06/2002)
- FNB HomeLoans Training & Development
- Selected to attend a one year training forum entitled: WINGS / VUMA – Leadership & Management Training Program (course value R100 000) (2003)
- You as a Manager
- Change Management
- Working with Teams
- Surviving in the Corporate Environment
- Graduated with a GOLD AWARD, dissertation to EXCO, including CEO
- FNB Telemarketing Skills (2005)
- Finance for Non-Financial Managers – CAREERS IT and Business School (2011) Daly Credit Cooperation–attended year training/Coaching program: Leaders in Progress (2013)
- Program Director: Lauron Buys (Executive Coach)
- Served on following Committees: OSHACT (Occupational Health & Safety) Chairman, Employment Equity Chairman, Fire Warden & Social Committee Chairman
Timeline
Business Service Risk Manager
Bidvest Life
07.2020 - Current
Sales Operations Team Leader
FMI
09.2018 - 06.2020
Call Centre Team Leader
FMI
11.2014 - 08.2018
Key Accounts Manager
RL Daly Attorneys Call Centre Collections
03.2010 - 09.2014
Intermediary Relationship Executive
FNB – HomeLoans KZN Mortgage Origination Sales
09.2005 - 07.2008
Arrears Manager
FNB, HomeLoans Arrears Division KZN
06.2002 - 08.2005
Team Leader
NBS (Bank) Collection Call
09.2001 - 06.2002
Call Centre, Call Centre Agent
NBS, Collections
10.2000 - 08.2001
Credit Controller
NBS
09.1998 - 09.2000
Admin/Cancellations
NedBank – Homeloans
09.1996 - 08.1998
Services Management 1 and 2 - undefined
Nedcor Bank Training College
Advanced Diploma - Management Development
University of Cape Town (UCT)
Diploma - Call Centre Management
Damelin Correspondence College
National Certificate: Financial Services: Wealth Management (FAIS - undefined
Damelin College
BOARD EXAM - undefined
complete Certificate in Banking - Banking
Damelin College
Grade 12 - undefined
East Bury Secondary
Certificate in ESTATE - undefined
AGENTS
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