Dadawele Nkosi
Operations Manager
Cape Town,WC
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
15
15
years of professional experience
Work History
IMS Operations Manager
Sanlam
10.2021 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer engagement.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Analyzed and reported on key performance metrics to senior management.
Senior Data Analyst
Sanlam
3 2020 - 9 2021
- Contributed to overall organizational growth through continuous improvement of data analytics capabilities and processes.
- Reduced manual data entry errors by designing and deploying automated ETL processes to transform raw data into usable formats.
- Analyzed large amounts of data to identify trends and find patterns, signals and hidden stories within data.
- Streamlined data analysis workflows for increased efficiency and faster decision-making processes.
- Assessed large datasets, drew valid inferences and prepared insights in narrative or visual forms.
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses.
- Delivered comprehensive reports highlighting key trends, patterns, anomalies, presenting findings to senior management for informed decision-making purposes.
Sourcing Insights Analyst
Santam
09.2018 - 02.2020
- Identified and resolved problems through root cause analysis and research.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Validated results and performed quality assurance to assess accuracy of data.
- Recommended process improvements to continually identify, analyze and fix constraints and challenges.
- Queried databases for information needed for report processing.
Business Intelligence Analyst
Woolworths
02.2018 - 08.2018
- Evaluated BI tool options, selected best-fit solutions based on cost-benefit analyses, ensuring optimal return on investment.
- Streamlined reporting processes for increased efficiency and accuracy with the development of custom dashboards.
- Enhanced data quality by conducting thorough analyses, identifying discrepancies, and providing recommendations for improvement.
- Responded to specific BI requests from personnel, creating data packets with requested information in easily understandable formats.
- Generated ad-hoc reports to evaluate specific business requirements.
Specialist: MIS
Vodacom
02.2014 - 01.2018
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Created and delivered presentations to internal and external stakeholders to showcase work.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
Specialist: Strategy, Analysis and Reporting
Vodacom
06.2013 - 01.2014
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Followed all company policies and procedures to deliver quality work.
- Analyzed marketing data and trends to identify opportunities for improvement.
- Conducted thorough research to identify trends and inform decision-making for business growth initiatives.
- Generated reports detailing findings and recommendations.
Connect Data Analyst
MWEB
10.2012 - 05.2013
- Equip the CRM team with strategic insights, identification of new trends and opportunities
- Assist in driving the overall CRM strategy by providing base reports, Upsell and Churn reports
- Present ad hoc strategic reports, trends, insights and new opportunities reports
- Provide support for monthly campaigns, data extraction and post analysis
- Support requests from the Connect Product team
- Generate target lists for all CRM campaigns
- Post Campaign and Reporting: Conduct in depth analysis in order to evaluate performance of monthly campaigns and guide future promotional strategy
- Perform ongoing strategic analysis of the database to identify new trends and opportunities within the data
- Develop reports which deliver strategic insights into all segments of the database
- Proactive identification of previously untapped Upsell opportunities as well as delivering more insight into Churn reduction within the current customer base
- Manage opt - out process (CPA compliance)
- Implement all email-based campaigns using Unity Mail
- Assist with Price matrix and Predictive analysis.
Customer Marketing Data Analyst
Clicks Group
01.2011 - 09.2012
- Oversee, interrogate and extract all Marketing CRM system and data requirements
- Manage Marketing data requirements according to the specified criteria including data extract, data analysis and data verification and monthly reports for statements, affinities and e-communication
- Support business data requirements of auditing, forensics and Finance including data extract, data analysis and data investigation
- Conduct quality assurance to ensure that CRM systems development, corrections and enhancement are in accordance with the requirements before they are released
- Support call centre and CRM IT department by investigating and making recommendations (system enhancement and actions) on customer data integrity
- Identify and jointly agree with the Marketing and CRM IT on better processes and enhancement to maximize customer data integrity
- Review cash back statements data integrity (streams, offers and cash payout) as well as managing final processing stage of data mining, running and validating post statement statistical reports
- Reconcile monthly affinity accounts (Avis, Discovery and FNB) as well as administration of all Club Card monthly reports
- Analyze Clicks campaigns and provide feedback and insights to the Business
- Analyze merchandise categories and provide feedback and insights to the Merchandise Buyers
- Analyze Clicks data for potential ClubCard fraud
- Analyze sales for potential fraud and report to forensics team with relevant sales evidence
- Remove sales against fraudulent ClubCard members and redeem vouchers
- Analyze the monthly high-level report for potential fraud and report to the Forensics team
- Work closely with the CMI Research team in supporting the Merchandise strategy by analyzing market data and internal data.
Application Support Administrator
Vodacom
04.2009 - 12.2010
- Provide application support
- Ensure high availability of the Interconnect Application and Revenue Assurance Platform Integrity Application
- Perform daily checks/controls and month-end procedures
- Monitor application key performance indicators and pro-actively prevent service disruptions
- Assist with ad-hoc Revenue Assurance queries, investigations and/or extracting data/reports
- Manage incidents and fix problems permanently
- Monitor and report on key performance indicators
- Ensure application data integrity/completeness (via key controls)
- Initiate and assist, develop, test and implement solutions and/or processes/procedural applications
- Implement changes and adhere to change control policies
- Ensure optimal production capacity through effective housekeeping
- Liaise with clients and drive escalated/open matters to conclusion
- Liaise with third party vendors and drive escalated/open matters to conclusion
- Review and update operational documentation
- Extract data for reporting purposes
- Analyze the application and ensure it meets user requirements
- Write up programs to assist with daily operational tasks, investigations and data extractions
- Run weekly loads of subscriber data files for Revenue Assurance – Platform Integrity and run reconciliations.
Education
MBA - Business Administration And Management
Wits Business School
Johannesburg, South Africa 04.2001 -
Certificate - Sanlam Middle Management Program
University of Stellenbosch Business School
Cape Town, South Africa 04.2001 -
National Certificate - Information Technology Systems Development
Explore Data Science Academy
Cape Town, South Africa 04.2001 -
Postgraduate Diploma - Data Analytics And Business Intelligence
University of Western Cape
Cape Town, South Africa 04.2001 -
National Diploma - Information Technology
Nelson Mandela Metropolitan University
Port Elizabeth, South Africa 04.2001 -
Skills
Operations Management
Accomplishments
- Chairperson of Church of Christ Society (2007)
- One of the first 3 Females to Graduate at NMMU - Information Technology (Communication Networks) 3-year Diploma
- Top 5 Winner in a Toastmasters Speech Competition
- Vodacom Star Award Winner
- Reduced Vodacom Fraud Active Reporting and Monitoring
- Lead Analyst in Financial Modelling for Development of Clicks Baby Club
- Promoted to Operations Manager After 1 year with Sanlam
- Created IMSOR Team within Sanlam Corporate Client Experience
Availability
30 Days' Notice
Coursestraining
- CTI, Computer Skills, 2003
- Apsol, Advanced Excel, 2012
- Synergy, Master Business Intelligence, 2013
- Vodacom, Teradata, 2013
- Qlikview, Qlikview Designer and Developer, 2015
Personal Information
- Ethnicity: Black
- Date of Birth: 04/15/84
- Gender: Female
- Nationality: South African
References
To be provided on request
Timeline
IMS Operations Manager
Sanlam
10.2021 - Current
Sourcing Insights Analyst
Santam
09.2018 - 02.2020
Business Intelligence Analyst
Woolworths
02.2018 - 08.2018
Specialist: MIS
Vodacom
02.2014 - 01.2018
Specialist: Strategy, Analysis and Reporting
Vodacom
06.2013 - 01.2014
Connect Data Analyst
MWEB
10.2012 - 05.2013
Customer Marketing Data Analyst
Clicks Group
01.2011 - 09.2012
Application Support Administrator
Vodacom
04.2009 - 12.2010
MBA - Business Administration And Management
Wits Business School
04.2001 -
Certificate - Sanlam Middle Management Program
University of Stellenbosch Business School
04.2001 -
National Certificate - Information Technology Systems Development
Explore Data Science Academy
04.2001 -
Postgraduate Diploma - Data Analytics And Business Intelligence
University of Western Cape
04.2001 -
National Diploma - Information Technology
Nelson Mandela Metropolitan University
04.2001 -
Senior Data Analyst
Sanlam
3 2020 - 9 2021
Similar Profiles
Kate Frances McKinnonKate Frances McKinnon
Financial Advisor at SanlamFinancial Advisor at Sanlam
Abdessamade MOUSSAIFAbdessamade MOUSSAIF
Stagiaire at SanlamStagiaire at Sanlam
Jonathan Gene KingJonathan Gene King
Short Term Insurance /Client Management at SanlamShort Term Insurance /Client Management at Sanlam