Stocks and analyzing trends
JACQUES PIERRE PALVIE
Client Service / Complaints / Digital Manager
Johannesburg
Summary
Operations and governance leader with 20+ years’ experience in financial services, specializing in building structured, scalable operational environments. Proven ability to design processes, drive efficiency, and lead high-performing teams in regulated environments. Strong track record in system implementation, operational transformation, and governance. Known for building functions from the ground up and scaling them into structured, high-performance environments.
Overview
25
25
years of professional experience
Work History
Customer Service/Complaints & Operations Manager
iWYZE (OMINSURE)
Parktown
01.2021 - Current
- Lead operations across customer service, complaints, and digital teams (40+ staff)
- Drive KPI performance (SLA, TAT, quality)
- Implement workflows and SOPs to improve efficiency
- Own escalations and ensure resolution
- Deliver process improvements and maintain audit-ready environments
Operations Manager – Life Business Build
iWYZE (OMLACSA)
Parktown
01.2017 - 01.2021
- Built Life business from inception to scaled operation
- Scaled team from under 10 to 50+ staff
- Supported growth to 1,500+ policies per month
- Promoted to Operations Manager
- Led system migration (MIP to TIA)
- Implemented POPI, DebiCheck, and governance frameworks
Manager – Quality Assurance
Telesure
Dainfern
01.2015 - 01.2016
- Managed QA teams and compliance processes
- Implemented regulatory-aligned scorecards
Earlier Career
Telesure Investment Holdings
01.2001 - 01.2014
- Progressed through multiple roles including Supervisor, Facilitator, Assessor, and Evaluator, building strong foundations in training, operations, sales optimization, and process design.
Education
Wealth Management Certificate - NQF 5
Damelin
Certificate - Business Practice
Cape Technicon
Skills
Operational Process Design & Optimisation
Team Leadership (50 staff)
KPI Frameworks & Data-Driven Reporting
Project & Change Management
CRM & Workflow Systems (PPO, Jira)
Compliance & Governance (FICA, POPI, AML)
Stakeholder Management
Accomplishments
- Built and scaled Life business to 50+ staff and 1,500+ monthly sales
- Led successful system migration (MIP → TIA)
- Improved operational efficiency and governance
Interests
Timeline
Customer Service/Complaints & Operations Manager
iWYZE (OMINSURE)
01.2021 - Current
Operations Manager – Life Business Build
iWYZE (OMLACSA)
01.2017 - 01.2021
Manager – Quality Assurance
Telesure
01.2015 - 01.2016
Earlier Career
Telesure Investment Holdings
01.2001 - 01.2014
Certificate - Business Practice
Cape Technicon
Wealth Management Certificate - NQF 5
Damelin