Writing books
Dashen Naidoo
Process Audit Specialist (Management)
Marais Steyn Park, Edenvale
Summary
I am driven by Innovation and performance. My mission is to improve user experience for all stakeholders, through thoughtful leadership, collaboration and sustainable competitive advantage. For me its about how do we create more value for our clients and business?
I'm a seasoned individual with 17 years experience in financial industry, and one of my biggest home runs here is where we recovered R105 million during the pandemic and were finalists in the Spirit of Excellence for our refocused efforts.
I graduated Cum Laude with a B.Com Marketing and Management Science degree and I'm a certified Lean Six Sigma Green Belt specialist. My current role as Process Audit Specialist involves analysing big data, auditing end-to-end workflows, developing efficiencies, and streamlining operations while improving CX and upholding regulations. I've driven positive change through continuous improvement, legislative compliance, and risk mitigation.
I have two (2) years experience working with Artificial Intelligence (AI) which involves building bots, applications and automation.
Beyond credentials, sound leadership requires a unique balance between people and task orientation. I believe in cultivating passionate, collaborative cultures - just as critical for success as expertise.
If selected, I will apply my skills and experience strategically as a values-driven leader increasing efficiency, minimising costs, and enabling sustainable competitive advantages through business transformation. This opportunity allows me to further my purpose of enabling positive change through teamwork, innovation, and maximising stakeholder value and experience.
My 17+ years have proven creating value through optimisation is my passion and specialty. I'm eager to expand my impact for an organisation embracing continuous improvement, people-first leadership, and sustainable growth.
Overview
17
17
years of professional experience
8
8
years of post-secondary education
2
2
Languages
Work History
Process Audit Specialist (Management)
Momentum Group (Myriad Retail)
Centurion
05.2019 - Current
- Operations Analyst leading regulatory compliance, quality assurance and reporting for a large retail claims portfolio.
- Oversee strategic projects such as user acceptance testing for a new claims system and redesigning all external communications.
- Leverage artificial intelligence (AI) to analyze claims processes and identify opportunities for automation, resulting in improved efficiencies, cost savings, and enhanced customer experiences (CX).
- Distil key insights from vast data sets to deliver monthly operational performance updates to senior stakeholders.
- Liaise with senior leadership and external compliance bodies to deliver monthly operational performance updates.
- Administer audits across compliance frameworks including FICAA, POPIA, TCF and CMF.
- Develop audit policies and methodologies to enhance processes and mitigate financial/reputational risks.
- Hands-on experience managing operational processes and system
implementations in a fast-paced claims environment. - Track record of enhancing processes through data-driven insights and recommendations.
- Skilled at stakeholder management, reporting clearly to various
internal/external audiences. - Continuously monitor quality and identify training needs.
Apply data analytical skills to extract issues, drive solutions and improve customer experience. - Facilitate calibration sessions to implement quality standards.
Identify performance gaps through trend analysis and make
recommendations. - Developed strong communication, organization and ability to adapt quickly to new technologies.
- Proactive in keeping up with industry best practices.
Create awareness of compliance requirements and provide holistic
feedback to minimize risks. - Analyze ad-hoc requirements and ensure consistent service delivery aligned with company values.
Claims Manager
Momentum Group (Myriad Retail)
Centurion
03.2017 - 04.2019
- Managed the overall claims process to deliver excellent client experiences and achieve strategic goals.
- Ensured effective handling of all client/adviser communication and claims information across product lines.
- Collected administrative and medical details, acknowledged received documentation, and assigned roles.
- Met turnaround times and continually improved early claims and follow-up processes.
- Applied consistent practices and optimized service delivery through trends/legislation awareness.
- Oversaw accurate reporting/analysis and identified opportunities to reduce costs and enhance service.
- Strengthened client/adviser communication methods and demonstrated strong product knowledge.
- Built relationships to provide seamless claims processing from start to finish across systems.
- Championed client-centric service culture through feedback, process improvements, and change management.
- Recruited and developed high-performing talent to foster continuous learning and collaboration.
- Exceeded expectations through expert claims guidance and
compassionate client support during difficult times.
Pension Fund Admin & Quality Controller
Momentum Group (Corporate)
Centurion
04.2008 - 02.2017
- Managed a pension fund portfolio of monthly recons worth R20 million.
- Owned all queries, ensuring timely resolution according to guidelines.
- Processed documentation and recons to meet client needs accurately on systems.
- Handled withdrawals, retirements, divorcees, queries, reports and
statements. - Applied policies, procedures and corrective actions while mitigating risks.
- Maintained broad product knowledge to address customer queries
effectively. - Ensured service level agreements were met through consistent client service.
- Provided first time resolution and promptly handled client requests professionally.
- Supported effective teamwork and engaged in training for professional growth.
- Demonstrated company values daily with planning, accountability,
adaptability skills. - Managed organizational, attention to detail and customer-focused
responsibilities. - Applied project management, business administration and problem solving abilities.
- Communicated business information and ideas clearly in writing and verbally.
Team Leader
Unsecured Credit Company
Durban
09.2007 - 01.2008
- Led a team of 6 agents in an unsecured credit environment.
- Monitored productivity through weekly reports and daily sales closures.
- Held daily meetings to motivate agents and quality control calls.
- Awarded high performing agents and resolved queries.
- Ensured fair commission assessments monthly.
- Established open relationships to quickly resolve issues.
- Conducted training to promote productivity, accuracy and service.
- Built strong customer relationships through positive attitude and response
- Mentored employees on duties and enforced leave/attendance
procedures. - Confirmed compliance with procedures and quality through supervision.
- Held weekly updates and maintained records for future reference.
- Led through personal example to communicate behaviors and standards.
- Provided feedback to increase performance and maintain quality
standards.
Inbound & Outbound Call Centre Agent
Unsecured Credit Company
Durban
06.2007 - 10.2007
Education
Bachelor of Commerce - Marketing & Management Science Degree (Cum Laude Pass)
IMM Graduate School
Gauteng 01.2022 - 12.2024
Lean 6 Sigma Green Belt Certification
6 Sigma SA
Gauteng 02.2020 - 08.2021
Lean 6 Sigma Yellow Belt Certification
6 Sigma SA
Gauteng 01.2019 - 12.2019
Business Management Diploma : Business Management
Gordan Institute Business School (GIBS)
Gauteng 01.2016 - 12.2017
General Financial Planning (SAQA ID 57608 NQF 4/5)
Momentum Inseta
Centurion 01.2012 - 12.2012
Skills
Strategic Thinking & Execution
undefinedAccomplishments
Personal Accomplishments:
- Cum Laude Pass Degree
- Annual Volunteer at NPO (Centurion Hope Foundation)
- Published Author of Robin Island Fairytales (2021)
- Filed Patent 2020/05237 - SOS Wallet
- Director of Empire Rand Pty Ltd since 2014 (Helping startups get online through ecommerce)
Career Accomplishments:
- Finalists in the 2020 Spirit of Excellence challenge -R105 000 000.00 recovered
- Innovation MMI Ignite Winner 2015/2016 (Idea: Caller-Centric)
- Cum Laude Pass 2017 (Business Management Diploma_GIBS)
- Numerous Quarterly awards for Team work, Excellence, Accountability & Innovation
Interests
Helping empower startups
Uplifting communities through annual outreaches
Artificial Intelligence
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Work Preference
Work Type
Full TimeWork Location
HybridImportant To Me
Work-life balanceCompany CultureCareer advancementWork from home optionQuote
A lion is seen as the King (leader), not because of his skills (size, strength, speed) or even title. Being King is about acquiring the right attitudes and underlining beliefs and values. There's not a doubt or limiting belief that stops a lion from having any meal he desires. Abundance mindset.
Dashen Naidoo
Languages
English
Bilingual or Proficient (C2)
Afrikaans
Intermediate (B1)
Software
Microsoft Excel
Microsoft PowerPoint
Artificial Intelligence
Timeline
Bachelor of Commerce - Marketing & Management Science Degree (Cum Laude Pass)
IMM Graduate School
01.2022 - 12.2024
Lean 6 Sigma Green Belt Certification
6 Sigma SA
02.2020 - 08.2021
Process Audit Specialist (Management)
Momentum Group (Myriad Retail)
05.2019 - Current
Lean 6 Sigma Yellow Belt Certification
6 Sigma SA
01.2019 - 12.2019
Claims Manager
Momentum Group (Myriad Retail)
03.2017 - 04.2019
Business Management Diploma : Business Management
Gordan Institute Business School (GIBS)
01.2016 - 12.2017
General Financial Planning (SAQA ID 57608 NQF 4/5)
Momentum Inseta
01.2012 - 12.2012
Pension Fund Admin & Quality Controller
Momentum Group (Corporate)
04.2008 - 02.2017
Team Leader
Unsecured Credit Company
09.2007 - 01.2008
Inbound & Outbound Call Centre Agent
Unsecured Credit Company
06.2007 - 10.2007
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