FAEEKAH MARINUS
Cape Town
Summary
Results-driven Senior Manager with a focus on operational efficiency and strategic initiatives. Led end-to-end service delivery and developed high-performing teams, driving continuous improvement and cost reduction. Skilled in stakeholder collaboration and client relationship management, with a strong record of implementing performance metrics to enhance operations.
Overview
22
22
years of professional experience
Work History
SENIOR MANAGER
EXL
10.2020 - 04.2026
- Developed and executed strategic initiatives to enhance operational efficiency and service excellence
- Managed and developed teams (leaders, trainers, and advisors) to achieve performance targets and business objectives
- Led end-to-end operational functions to ensure efficient service delivery and high client satisfaction
- Implemented and monitored performance metrics, including scorecards, to enhance operational insights and facilitate ongoing improvement
- Collaborated with internal and external stakeholders to align goals, refine SLAs, and foster business growth
- Standardised processes and introduced workflow improvements to increase productivity and streamline operations
- Oversaw recruitment, staff development, compliance, and reporting across campaigns and departments to ensure operational effectiveness
- Controlled budgets and identified cost-saving opportunities without compromising service quality
- Managed and developed green scorecards in collaboration with external and internal stakeholders to enhance operational transparency.
- Conducted daily and weekly updates with leaders to maintain alignment with performance management standards.
- Analyzed cost-saving strategies to ensure customer satisfaction remained high
SERVICE DELIVERY MANAGER
Sigma
10.2019 - 09.2020
- Engaged stakeholders and managed client relationships to ensure adherence to SLAs, fostering trust and collaboration.
- Delivered exceptional service through operational excellence initiatives, enhancing customer satisfaction and service reliability.
- Executed continuous improvement initiatives to optimise processes.
- Optimised business performance through data-driven strategies.
- Reported on key performance indicators to inform decision-making.
- Implemented cost efficiency measures to enhance profitability.
- Planned workforce strategies to align with organisational goals.
- Implemented quality assurance and risk mitigation strategies to maintain regulatory compliance and safeguard organisational integrity.
Team Leader
Capita
10.2016 - 08.2019
Team Leader
WNS
08.2012 - 09.2016
Team Leader
WFS
03.2004 - 07.2012
Education
Leadership & Teamwork Skills Programme - Leadership & Teamwork
Primeserv
Cape Town, South Africa01-2018
Supervisory Management Skills Programme - Supervisory Management
Pure Innovation, In House Training
Cape Town, South Africa01-2010
Certificate in Office Administration - Computer Skills
Boston Business College
Cape Town, South Africa01-2004
Senior Certificate - Grade 12 -
Tafelsig High School
Cape Town, South Africa01-2001
Skills
- Operational efficiency
- Service delivery
- Performance metrics
- Strategic initiatives
- Continuous improvement
- Cost efficiency
- Cost reduction
- Data analysis
- Stakeholder collaboration
- Client relationship management
- Team development
- Leadership development
- Organisational leadership
Custom
https://www.linkedin.com/in/faeekah-m-b22155106
Languages
English
Advanced
C1
Afrikaans
Advanced
C1
Timeline
SENIOR MANAGER
EXL
10.2020 - 04.2026
SERVICE DELIVERY MANAGER
Sigma
10.2019 - 09.2020
Team Leader
Capita
10.2016 - 08.2019
Team Leader
WNS
08.2012 - 09.2016
Team Leader
WFS
03.2004 - 07.2012
Leadership & Teamwork Skills Programme - Leadership & Teamwork
Primeserv
Supervisory Management Skills Programme - Supervisory Management
Pure Innovation, In House Training
Certificate in Office Administration - Computer Skills
Boston Business College
Senior Certificate - Grade 12 -
Tafelsig High School