Herman van Ryneveld
Kempton Park
Summary
Seasoned professional within the Courier / Freight industry with experience in Sales / Commercial, Customer Service Management and Operations Management with a proven track record in leading high-performance teams within the areas of responsibility, with key focus being on Customers and Customer satisfaction. I am results driven and hands-on, with an enthusiastic approach. Strengths include analysing and interpretation of data, organizing and executing, leadership and performance management.
Overview
28
28
years of professional experience
Work History
Regional Operations Executive - SSA
Aramex South Africa
11.2015 - Current
- Key function of this role to build, develop and align all Aramex Operations teams and stations within the Africa region to comply with standards as set out by the network. Both owned stations as well as franchisees.
- Focus Countries included but was not limited to Nigeria, Ghana, Kenya, Tanzania, Uganda, Botswana and Namibia.
- Assisted in guiding and launching of a KPI reporting dashboard, currently being used Globally – Aramex DASH.
- In April 2016 I was requested to head up South African Operations, in addition to my current role at the time, due to the departure of the National Operations Executive - Position was placed 3 months later.
- The additional role included management of all national KPI’s, all aspects of Operational costs, management of 3PL suppliers, fleet and other related operational functions
- In 2018 I was requested to fully manage South Africa Operations (in addition to Southern Africa) due to relocation of Operations Executive to Australia.
- Taken full control of South Africa inbound teams and inbound process related to customs clearance and implemented a new clearance system that allows smoother and more automated customs clearance processes.
- Successfully sourced and relocated our inbound ground operation team / facility due to space constraints.
- In addition to managing of the SSA stations (Owned, franchisees and agents), also tasked to play a key part in setting up of new franchise offices.
- Recently launched franchisees include, Malawi, Ethiopia and Angola with Mozambique and Zambia in focus.
- Streamlined operations by implementing efficient processes and procedures, increasing overall productivity.
- Enhanced customer satisfaction by effectively managing and resolving operational issues in a timely manner.
- Reduced operational costs through the identification of inefficiencies and implementation of cost-saving measures.
- Managed cross-functional teams, ensuring successful completion of projects within deadlines and budget constraints.
- Implemented strategic initiatives that resulted in significant improvements in operational performance.
- Developed strong relationships with vendors, leading to improved service levels and increased collaboration opportunities.
- Improved employee retention rates by creating a positive work environment.
- Used data-driven decision-making techniques to identify areas of improvement within operations processes.
- Coordinated seamless communication between departments, resulting in enhanced collaboration efforts across the organization.
- Ensured compliance with industry regulations through diligent oversight of all aspects of operations management.
- Collaborated with executive leadership on key initiatives, providing valuable insights from an operational perspective.
- Oversaw daily operations activities, ensuring smooth functioning across all departments while maintaining high-quality standards.
- Evaluated suppliers to maintain cost controls and improve operations.
- Oversaw projects to help goals, tasks and milestones align with organizational strategy.
National Operations Manager – South Africa & Namibia
TNT Express
03.2013 - 10.2015
- Management of a 200+ staff compliment within TNT’s operations activities (air & ground).
- Due to an 18 month operations management crisis, covering multiple issues, my first aim was to gain trust and build confidence within Operations department, not only with my management team, but from the next level of management as well.
- Motivation played a key role during this process.
- Basic guidelines and discipline, in terms of Operational processes, were re-introduced and implemented within all areas, with specific focus on the Clearance department and Gateway facility, situated at OR Tambo International Airport.
- Ongoing cost saving initiatives were investigated and implemented.
- Within a short period it was clear that the Operations Department had stabilized, at which time my attention moved to operational process compliance.
- The role involved overall management of the Operations department, which included depot (branch) Operations, PUD (Pick-up & Delivery), Service Quality, Security, Clearance (both inbound and outbound), Linehaul, Gateway and Hub facilities as well as the SARN (road freight) network.
- Frequent Customer visits were key to ensure most direct feedback related to service performance, operational disciplines as well as discussing future business opportunities.
- Customer involvement was not limited to only Customer visits, but also day to day escalated complaint handling and resolution.
- Customer visits were set out per quarter and client base, with the key focus on TNT’s Key Account customers.
Regional Operations Manager
TNT Express
10.2012 - 02.2013
- Due to a crisis in Operations, I was tasked to intervene in Operations, in addition to the Customer Service role.
- Although not in full control of Operations during this time, I was required to manage and guide PUD, Service Quality (BIE), Depot Operations as well as On-Site teams.
National Customer Service Manager
TNT Express
01.2012 - 09.2012
- My key objective was to ensure that the Contact Centre achieved their objectives by meeting and exceeding performance standards and targets as measured through key performance indicators.
- Customer satisfaction and retention was key and was managed through our Customer Loyalty Measurement program.
- This included quality monitoring tools, post call customer surveys, mystery shopper programs and Service Recovery quality surveys.
- General people management included, but was not limited to, certain training initiatives (which included training of customer service staff based in Zimbabwe and Namibia), coaching, implementation of reward schemes, both financial and non-financial and regular employee satisfaction surveys.
- Management of the Contact Centre and Service Recovery budgets was crucial to ensure that the Contact Centre remained within the set financial targets.
Depot Operations Manager – Johannesburg
TNT Express
04.2010 - 12.2011
- Although new within the Operations role at that time, I managed to successfully turn around the Johannesburg Operational performance results.
- This was done by engaging with staff at all levels, including drivers and at times being actively involved within the Operational disciplines and processes.
- TNT Operations main KPI’s for 2010 averaged between 70% and 80%, however I managed to achieve and exceed the 2011 annual targets with 12 weeks remaining.
- The role included people management, through effective communication, coaching, performance management and to ensure that the depot achieve the set KPI’s and targets as set by group.
- Further to this, ensuring a clean floor policy whilst taking into account operational cost.
Vertical Market Manager – Healthcare
TNT Express
04.2006 - 03.2010
- Acted as central support liaison and first point of contact to all Healthcare customers and functional managers within South Africa and East Africa.
- The aim was to grow the Healthcare portfolio through development of value added solutions such as cold chain packaging and dry ice solutions and implementation of site visits, training and SOP generation per clinical trial / study.
- Although new business acquisition was key, maintaining and building the portfolio worked more in my favor in that the Healthcare portfolio grew to the largest sales portfolio within South Africa.
- This resulted in a significant sales revenue increase within the Healthcare portfolio.
- The Healthcare team, which consisted of myself as the Sales Representative and a Sales Co-ordinator, was voted as the best vertical team within AMEA during a campaign in which revenue growth was measured.
- Clinical trial planning and set up was required for the more complex studies.
Life Science Coordinator
TNT Express
06.2005 - 03.2006
- The main purpose of this role was to provide support to the Healthcare Manager at that time.
- Drafting of Clinical Trial Standard Operating Procedures to all labs and managing of the portfolio more from a customer service / internal sales point of view.
Customer Services
TNT Express
03.1996 - 03.2003
- Various roles within the department.
Education
AUB OSB Aramex Lead Management
Suliman S. Olayan School Of Business2021
Greenbelt Lean Six Sigma
LeanScape Greenbelt2019
New Management Program (NMP) NQF6 -
Wits Business School
Other Courses (Internal & External)
High School Diploma -
Kempton Park High School
12.1995
Skills
- Self starter and self motivated
- Creative and analytical
- Precise and meticulous
- Goal orientated
- Energetic and restless to achieve goals
- Demands high standards of others
- High level of Customer engagement and satisfaction
- Cost reduction and Cost containment
- Process improvement
- People management
- Change management
- Performance management
Languages
Afrikaans
English
Personal Interests
- Outdoor activities
- Sports
- Scuba Diving
- Off-roading
- Fishing
- Long range shooting competitions
Personal Information
- Citizenship: South African
- Date of Birth: 03/12/77
Timeline
Regional Operations Executive - SSA
Aramex South Africa
11.2015 - Current
National Operations Manager – South Africa & Namibia
TNT Express
03.2013 - 10.2015
Regional Operations Manager
TNT Express
10.2012 - 02.2013
National Customer Service Manager
TNT Express
01.2012 - 09.2012
Depot Operations Manager – Johannesburg
TNT Express
04.2010 - 12.2011
Vertical Market Manager – Healthcare
TNT Express
04.2006 - 03.2010
Life Science Coordinator
TNT Express
06.2005 - 03.2006
Customer Services
TNT Express
03.1996 - 03.2003
AUB OSB Aramex Lead Management
Greenbelt Lean Six Sigma
New Management Program (NMP) NQF6 -
Wits Business School
Other Courses (Internal & External)
High School Diploma -
Kempton Park High School
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