GUGULETHU DINA ZWANE
SPRINGS
Summary
A professional individual who achieves world-class customer service by driving improved punctuality, process quality, and focuses on instilling a culture of continuous improvement. An effective communicator and team leader who builds influential relationships with stakeholders and leads a highly motivated and experienced team to achieve optimal productivity in airport operations. Drives world-class customer service by embedding Business Continuity Management (BCM) policies and overseeing their implementation. Monitors departmental compliance and identifies BCM risks to enhance operational resilience. Builds influential relationships with stakeholders, leading high-performing teams to optimise productivity in airport operations.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Business Continuity Champion
O.R Tambo International Airport
07.2022 - Current
- Developed, implemented, maintained, and tested Business Continuity Management Plans, ensuring preparedness for potential disruptions.
- Oversee and guide the implementation of the Business Continuity Plans (BCPs).
- Identify, evaluate, monitor and review departmental Business Continuity Management risks.
- Monitor the compliance of departments or sites with regards to the BCM Policy and the related procedures.
- Escalate significant BCM risks to the Executive and Management Committees in the division and ACSA Risk Working Forum.
- Integrated BCM policy into departmental operations, enhancing compliance and understanding across teams.
- Provided feedback on BCM developments, including training and awareness initiatives, to strengthen departmental engagement and preparedness.
- Provided detailed reports on BCM incidents and crisis events occurring in my division to facilitate timely responses.
Duty Manager
Airport Management Centre
09.2015 - Current
- Actively managed and directed the day-to-day airport operations, ensuring the integrity and efficiency of airport operations.
- Acted as central point of contact at AMC for crisis control centre during major incidents/accidents, facilitating effective response.
- Steered collaborative decision-making among AMC representatives and airport community to enhance operational coordination.
- Reported on airport performance to AMC Manager, ensuring accountability to relevant governance forums.
Acting Manager, AMC & Operational Planning
Airport Management Centre
07.2022 - 04.2025
- Drive performance recovery initiatives to achieve the Airport On-Time-Performance, improved stakeholder satisfaction and optimized capacity.
- Actively managed the Airport Management Centre, Operational Planning, Information & Billing and shared responsibility for the management of the Capacity and Demand Management Office.
- Implemented process innovation initiatives that streamlined end-to-end processes and elevated customer service experience.
- Delivered statistics, trend analysis, and business intelligence that enhanced overall operational performance.
- Enhanced stakeholder satisfaction through partnerships and responsive engagement with stakeholders’ needs.
ACSA AMC Representative
Airport Management Centre
02.2010 - 10.2015
- Configured RPA tools (Blue Prism, Automation Anywhere, UiPath) to automate components of business processes, including process flows and exception handling.
- Managed customer enquiries and provided detailed information on services to enhance satisfaction.
- Addressed customer questions, problems and complaints in person and via phone to maintain positive relationships and support smooth communications.
- Trained new representatives, sharing knowledge and best practices for better team performance.
- Facilitated workshops with clients to map end-to-end business processes.
Senior Operations Controller
Senior Executive Fire Blade
06.2005 - 01.2010
- Oversaw airport resource allocation, ensuring optimal utilisation and service delivery.
- Aligned airline schedule with seasonal demands, facilitating operational consistency.
- Supported regulatory and aeronautical audits to ensure compliance.
- Developed team capabilities, enhancing productivity across operations.
- Accurately captured air traffic movement data, which includes aircraft landing and take-off.
Receptionist
Landside Parking Management
Johannesburg
10.2000 - 05.2005
Security Officer
05.1997 - 10.2000
Education
Post Graduate Diploma - Risk Management
MANCOSA
Johannesburg, South Africa01-1990
Bachelor of Commerce - Industrial and Organizational Psychology
UNIVERSITY OF SOUTH AFRICA (UNISA)
01-2019
Managers Accelerated Programme - MAP
HENLEY BUSINESS SCHOOL
Johhanesburg, South Africa01-2013
Skills
- Business continuity management
- Risk assessment
- Stakeholder engagement
- Performance analysis
- Crisis management
- Process innovation
- Operational planning
- Incident reporting
- Data analysis
- Resource coordination
- Capacity management
- Client collaboration
- Problem-solving
- Communication skills
- Leadership
Certification
ACI Certification, GSN- Working with ANNEX 14, 2019-02-04
References
- Kris Reddy, Retired ACSA AGM Operations, +27 84 593 3529
- Bradley Stalls, +27 60 564 6485
- Faith Zwane, AGM Commercial, +27 62 835 9185
Accomplishments
Recognized by management for outstanding commitment, exceptional leadership, foresight and dedication in championing a culture of BCM excellence in advancing risk management.
Timeline
Business Continuity Champion
O.R Tambo International Airport
07.2022 - Current
Acting Manager, AMC & Operational Planning
Airport Management Centre
07.2022 - 04.2025
Duty Manager
Airport Management Centre
09.2015 - Current
ACSA AMC Representative
Airport Management Centre
02.2010 - 10.2015
Senior Operations Controller
Senior Executive Fire Blade
06.2005 - 01.2010
Receptionist
Landside Parking Management
10.2000 - 05.2005
Security Officer
05.1997 - 10.2000
Post Graduate Diploma - Risk Management
MANCOSA
Bachelor of Commerce - Industrial and Organizational Psychology
UNIVERSITY OF SOUTH AFRICA (UNISA)
Managers Accelerated Programme - MAP
HENLEY BUSINESS SCHOOL