James Mankga
Junior Operations Manager
Johannesburg
Summary
Experienced Junior Operations Manager with over a decade of expertise in business outsourcing for both local and international sectors. Accomplished in overseeing day to day operations, client relationships, implementing strategies and people management. With a strong background in wealth management for private clients as a Lead Consultant and Facilitator. My commitment to delivering high-quality outputs and implementing continuous improvement plans continue to be my core professional values
Overview
11
11
years of professional experience
Work History
Junior Operations Manager
DashBPO
07.2023 - Current
- Cascade all client escalations to the respective Supervisors and ensure coaching is completed
- Ensure SharePoint is always up to date for the operation
- Updating of Supervisor attendance and payroll tracker
- Compile trend analysis reports for the Operation Manager
- Updating the Organizational Roster with new hires and resignations
- Ensure all reports from WFM and QA are correctly updated
- Attend scheduling sessions with WFM
- Attending client, agent, and QA monthly sessions
- Update all Operational Trackers so management has visibility of stats daily
- Updating of the Annual Leave Tracker to staffing efficiency is always maintained
- Submission of top performers’ payout & review bonus file
- Draft notices to attend disciplinary enquiries
Learning and Development Facilitator
DashBPO
11.2022 - 06.2023
- Prepare an induction program for new recruits
- Facilitate product and systems training
- Compile and send end of day/month training report to key stakeholders
- Design and update training content to be stored on SharePoint.
- Attend biweekly alignment meetings with Operations and key support functions such as QA
- Collaborate with QA to identify quality gaps and initiate interventions to bridge the skill/knowledge gap
- Conduct Coaching sessions with contact centre agents
- Provide and assess post training sessions/surveys
- Conduct refresher sessions when required
Learning and Development Consultant
First National Bank
09.2017 - 11.2022
- Prepare an induction program for new recruits
- Prepare a lesson plan and facilitate product and systems training and conduct post training assessments
- Compile and send end of day and monthly training report to key stakeholders
- Design mainframe systems manual
- Coordinate and arrange training sessions on behalf of product houses on any new/updated products introduced into business
- Attend monthly management meetings to report on training interventions held, skills gaps identified, compliance completion ratios
- Conduct coaching sessions with contact centre agents
- Provide and assess post training sessions/surveys
- Facilitate leadership development training sessions
Private Banker
First National Bank
03.2014 - 08.2017
- Managing client portfolio size of 800+ affluent clients
- Ensuring profitable growth of the portfolio by identifying sales opportunities within the portfolio of clients
- Meeting of monthly and annual target sets
- Acquisition of new to bank customers
- Conducting customer needs analyses by using various questioning techniques and identifying the appropriate banking solution to meet the customer need
- Compiling motivational pack to the credit department for approval on complex lending facilities/products
Education
Certificate of Technical Studies - ODEDTP Certificate
Very Cool Idea
Johannesburg, South Africa 04.2001 -
Skills
- Operational efficiency
- Project Management
- Scheduling coordination
- Operational planning
- Customer engagement
- Trend Analysis
- Reporting
- Forecasting and Planning
- Operational Budgets
Timeline
Junior Operations Manager
DashBPO
07.2023 - Current
Learning and Development Facilitator
DashBPO
11.2022 - 06.2023
Learning and Development Consultant
First National Bank
09.2017 - 11.2022
Private Banker
First National Bank
03.2014 - 08.2017
Certificate of Technical Studies - ODEDTP Certificate
Very Cool Idea
04.2001 -
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