Elias Mokgotla Thipe

Work History

Senior Technical Advisor - Business Integrity

GIZ - German Development Cooperation

Pretoria

05.2022 - Current

To develop, initiate and support existing multi-stakeholder partnerships to improve Business Integrity with relevant stakeholder from government, civil society, and the private sector in South Africa
To establishing and maintaining cooperation with the Alliance for Integrity and directing this cooperation towards promotion of Business integrity in South Africa.
To develop initiatives aimed at supporting the objectives and indicators of the programme and well-coordinated and integrated with other areas of the programme
To exercise all responsibilities according to GIZ’s corporate principles.
Contributing to the development of the annual operational plan for the respective output area in cooperation with partners and the TIP team.
Providing technical advice to partners and team members on a multi-stakeholder approach to strengthening business integrity.
Establishing multi-stakeholder partnerships on business integrity; including the mapping of relevant stakeholders and setting up networks of state and non-state actors to support the partnerships.
Foster capacity development for preventing corruption in business in and through multi-stakeholder partnerships.
Facilitating through advice, research, capacity development, external advisory the formation, discussion, and joint goal formulation of the Business Integrity MSP.
Align the concrete outputs and capacity development measures of the multi-stakeholder partnerships with that of the Alliance for Integrity.
Setting up learning processes and ensuring knowledge management relevant to business integrity
Assessed risk for new project proposals, suggesting liability mitigation efforts where necessary.
Offered assistance in implementing and developing training programs.
Developed innovative solutions for complex ethics initiatives, resulting in accessibility to business integrity best practice
Evaluated emerging technologies for potential integration into existing systems, driving innovation for partners.

Senior Technical Advisor-Local Government Support

GIZ - German Development Cooperation

East London, Mpumalanga

12.2019 - 04.2022

Led discussions and provided technical expertise, process advice and capacity development to selected district and local government municipalities on how to manage citizen feedback through complaints.
Developed complaint management and citizen engagement processes focusing on enabling municipalities to gather data and identify service delivery gaps.
Provided technical advice on application of digital communication channels and citizen engagement platforms.
Provide technical expertise, process advice and capacity development to selected district and local government municipalities around customer care, complaint management and citizen engagement.
Compile terms of reference documents, budgets, technical assessment grids required when soliciting service providers through competitive bidding processes.
Facilitate change and capacity development processes with partner municipalities.
Evaluated emerging technologies for potential integration into existing systems, driving innovation within the organization.
Increased team productivity by implementing efficient project management methodologies tailored to unique challenges faced in each project.
Established strong relationships with clients, ensuring their satisfaction with delivered services and cultivating long-term partnerships.
Collaborated with cross-functional teams to deliver high-quality processes within agreed timelines.
Facilitated seamless transitions during system upgrades or migrations to ensure minimal disruption to ongoing operations.
Conducted regular training sessions for team members on new technologies or tools, keeping them up-to-date on industry developments.
Led process improvement initiatives that resulted in improved turnaround times and increased performance standards.

Associate Business Analyst

Enhancecall

Durban

04.2018 - 10.2019

Supported continuous improvement through operational process analysis and effective strategic planning.
Analyzed KPIs and other performance data to identify business and process deficiencies by reducing staff idle rate by 50%.
Mitigated risk by conducting thorough change impact analyses.
Contributed to development of basic business and technical requirements documentation.
Assessed project parameters and client expectations to provide consistent status reports and to proactively address potential delays or constraints in the CRM environment.
Verified feasibility of project plans and facilitated consistent and accurate communication with stakeholders.
Defined project scope, timelines, resources, and requirements.
Mitigated project delays to maintain timeline adherence and foster client retention.

Director, CRM Senior Manager

Government Pension Administration Agency

Pretoria

12.2013 - 03.2018

Identified opportunities by proactively working with cross-functional teams.
Steered organizational activities with expert knowledge of business operations, industry trends, and competitor activities.
Directed daily operations, including staff management, task delegation and customer service.
Managed daily workloads by organizing effective schedules and delegating tasks within the customer care, quality assurance and management information system.
Oversaw employee training and all staff management tasks.
Kept all paperwork current and compliant with internal standards and legal requirements of the agency.
Maximized employee performance with effective performance coaching and mentoring.
Produced and implemented customer satisfaction guarantee program which directly resulted in 95% availability rate
Managed department call volume of 85% calls per month and coordinated department schedules to maximize coverage during peak hours.
Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.

Operations Manager, Collections

African Bank

Midrand

01.2012 - 11.2013

Planned and managed crew schedules for collection operations in line with business strategies.
Empowered employees by coordinating necessary resources to effectively handle needs and achieve objectives.
Maximized customer satisfaction and retention through effective employee training programs and conflict management techniques.
Handled forecasted business volume expertly by planning, organizing, and delegating daily operational activities.
Boosted efficiency with adoption and integration of new process and technology solutions.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Developed and implemented strategies to maximize customer satisfaction.

Head of Customer Service Operations

Verge Management Services

Gauteng

06.2006 - 05.2010

Successfully managed to maintain average 80% service levels
Managed customer experiences with a close eye on customer and team member interactions, various touchpoints, and methods of engagement.
Completed accurate work tasks by carefully reviewing service requests.
Boosted efficiency with adoption and integration of new process and technology solutions.
Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Developed and implemented strategies to maximize customer satisfaction.
Fostered strong relationships with clients through personalized interactions that demonstrated understanding of their needs.
Participated in the recruitment process, selecting top candidates for customer service roles within the department.
Developed and implemented new customer service strategies to increase overall client satisfaction.
Implemented quality control measures to ensure consistency in service across all channels of communication.

Summary

Overview

Work History

Senior Technical Advisor - Business Integrity

Senior Technical Advisor-Local Government Support

Associate Business Analyst

Director, CRM Senior Manager

Operations Manager, Collections

Head of Customer Service Operations

Education

BBA - Business Administration And Management

Some College (No Degree) - Business Management

J.D. - Engineering Business Management

J.D. - Project Management

High School Diploma -

Skills

Personal Information

Timeline

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