Frank William Hill
Cape Town
Summary
Dynamic Service Delivery Manager at Old Mutual Finance with a proven track record in enhancing customer satisfaction and driving performance improvement. Skilled in data analytics and effective communication, I led cross-functional teams to streamline service delivery, achieving project goals on time while fostering a culture of continuous improvement.
Experienced with managing service delivery operations, ensuring seamless service integration. Utilizes strategic planning and stakeholder management to enhance service efficiency and client satisfaction. Track record of implementing process improvements and leading high-performing teams.
Tireless Service Delivery Manager talented in assessing client needs and developing solutions to promote business opportunities. Established decision-maker with background in mentoring others to accomplish project milestones. Offering exemplary client relationship building prowess.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
41
41
years of professional experience
Work History
Service Delivery Manager
Old Mutual Finance
10.2014 - 12.2024
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Led cross-functional teams to achieve project goals on time and within budget.
- Planned and managed full project lifecycles, from conception through final completion.
- Developed and maintained knowledgeable and productive team of employees.
- Worked with a development team that consisted of Product Owner, Business Analyst, Developers and testers in a Agile environment to develop and deliver solutions that will drive business growth.
Senior Business Analyst
Old Mutual Finance
10.2014 - 12.2024
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Streamlined workflow for better productivity with the implementation of new software solutions.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Utilized data visualization techniques to present and explain complex data sets.
- Created data models to support decision-making processes.
- Updated and developed scripts and queries to extract and analyze data from multiple sources.
Senior Business Analyst
African Bank
06.2001 - 09.2014
- Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
- Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
- Improved project efficiency by analyzing business processes and identifying areas for improvement.
- Conducted gap analyses to identify discrepancies between current and desired states, leading to actionable recommendations.
- Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
- Mentored junior analysts on best practices for business analysis techniques, fostering professional growth within the team.
- Streamlined workflow for better productivity with the implementation of new software solutions.
- Led process mapping initiatives, resulting in optimized workflows and reduced redundancies across departments.
- Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
- Enhanced stakeholder engagement through effective communication of complex data and insights.
- Ensured adherence to regulatory requirements by staying abreast of industry standards and best practices.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Collaborated with stakeholders to identify business needs and data sources.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Utilized data visualization techniques to present and explain complex data sets.
- Generated ad-hoc reports to evaluate specific business requirements.
- Created data models to support decision-making processes.
- Provided technical support for troubleshooting analytics and reporting issues.
Business Analyst
ABSA
01.1987 - 05.2001
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Improved business processes by analyzing current practices and recommending optimization strategies.
- Optimized workflow processes to enhance overall productivity and achieve operational excellence.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
- Streamlined project management with effective communication and collaboration across cross-functional teams.
- Implemented best-practice methodologies that improved overall project delivery timelines while maintaining quality standards.
- Boosted customer satisfaction levels by identifying areas of improvement and proposing actionable solutions.
- Increased resource efficiency by analyzing detailed business requirements.
- Enhanced user experience on company website by analyzing user feedback and implementing necessary adjustments.
- Strengthened regulatory compliance by updating internal processes in line with new industry standards and legislation.
- Facilitated workshops for stakeholders to gather requirements, ensuring projects aligned with business objectives.
- Optimized business operations by designing and introducing efficient workflow processes, which led to smoother project execution.
- Analyzed data to identify root causes of problems and recommend corrective actions.
- Provided technical support for troubleshooting analytics and reporting issues.
Credit Controller
Trust Bank Limited
01.1984 - 01.1986
- Supported sales teams by providing accurate credit information for new and existing customers.
- Increased collection rates through proactive account management and regular follow-ups with clients.
- Reduced overdue debt by closely monitoring customer accounts and taking prompt action on outstanding payments.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Maintained accurate records of all communications related to debtor management for audit purposes.
- Consistently met or exceeded targets set for reducing outstanding balances while adhering to strict deadlines.
- Reviewed customer accounts for compliance with repayment obligations.
- Obtained payments and entered details into system.
- Played an integral role in improving the company''s cash position by successfully negotiating mutually beneficial payment terms with clients.
- Enhanced company reputation through professional communication with customers, resolving disputes, and negotiating payment plans.
Education
Certified Scrum Master
Scrum Alliance
02-2019
Diploma in Business Analysis
Faculty Training Institute
01-2003
High School Diploma -
HTS Jan De Klerk
Germiston12-1981
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Workload management
- Business analysis
- Project planning
- Performance improvement
- Project implementation
- Operations support
- New client onboarding
- Effective listening and communication
- Teamwork and collaboration
- Problem-solving
- Customer service
- Time management
- Attention to detail
- Critical thinking
- Organizational skills
- Team leadership
- Effective communication
- Decision-making
- Relationship building
- Team building
- Conflict resolution
- Analytical thinking
Accomplishments
Passed my DipBA diploma with destinction.
Additional Information
Business Analyst with more than 33 years of experience in the financial sector of which the last 20 years has been in the Micro Finance industry. I am decisive when decisions are required, both as a business stakeholder and a manager of a team.
My last employer, Old Mutual Finance, has a policy where you need to retire when you reach the age of 61. I have a lot of experience that I have built up over the years and I know that this experience will benefit any company that may employee me. I am a young 61 with still a lot of years that I can contribute to the work force.
Timeline
Service Delivery Manager
Old Mutual Finance
10.2014 - 12.2024
Senior Business Analyst
Old Mutual Finance
10.2014 - 12.2024
Senior Business Analyst
African Bank
06.2001 - 09.2014
Business Analyst
ABSA
01.1987 - 05.2001
Credit Controller
Trust Bank Limited
01.1984 - 01.1986
Certified Scrum Master
Scrum Alliance
Diploma in Business Analysis
Faculty Training Institute
High School Diploma -
HTS Jan De Klerk
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