Jonathan Mapukata
hagley
Summary
Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
31
31
years of professional experience
Work History
Customer Service Manager
Metropolitan Health (GEMS)
04.2018 - Current
- Financial Call Centre system efficiency – Customer Centricity
- Operationalized financial strategies
- Stakeholder Engagement and Management
- Strategic Implementation of Operational plan
- Leading and Managing 14 Team leaders with 181 agents
- Inter-departmental collaboration (Red-Tape Efficiencies)
- Recruiting and Selection
- Disciplinary Management
- Demand Forecasting
- Communicating with Impact
- Voice of Client facilitator
- Strategy Interpretation and Operationalising
- Relationship Management and Networking
Bank Manager
Nedbank
01.2011 - 03.2018
- Sales management – Acquiring, market maximisation and penetration
- Stakeholder Management – Business Banking, Development Forums, Credit Managers
- Increase Profitability – implement and sustain sales acquired quality solutions
- Costs Management – limit losses, improve system efficiencies
- Client Centricity – Service Level Agreement improvements, Complaint and Compliments
- Staff Management – Hiring, training, capacity management, counselling and disciplining
- Cash Management – Internal and external resources engagement
- Risk Management – Negate risk opportunities i.e
- Fraud, misrepresentation
- Etc
- Team Leader Management – Hire, motivate and coach
- Digital Area champ
- Performance Management (Disciplinary and Motivation)
- Time Management – Prioritising and work processing
- Legislation Implementation – FICA, FAIS, POPI, Money Laundering…..etc
- Supervision – FAIS affected bankers
Correspondence Manager
GEMS
04.2010 - 12.2010
- Workflow Management – improve daily output
- Human Resources - Recruitment and Selection
- Team Leader Management - Train, Coach and Mentor
- Report writing & Presentation – Senior Management and Exco
- Stats Management (Call Centre and Correspondence)
- Stakeholder Management – Complaints, Claims, Ex-gratia Depts
- Service Level Agreements (SLA) – Initiate, promote and manage across services
- Resource Management – Capacitate call centre during high call volumes
- Quality Management – daily dip-stick approach
- Presentation to Manco – ad-hoc and monthly sessions
- Performance Management – train, coach, initiate and or chair disciplinary sessions
- Budget Facilitation
- Stale and expired claims correspondence
- Systems Improvement participation
- Medical Aid Legislation – Continuous learning and sharing
- Environmental Scanning – Competitor initiatives
- 87 Employees – National correspondence team
- Strategy input & implementation
- Client Satisfaction Reviewer
Branch Manager
Old Mutual plc.
10.2008 - 03.2010
- Service improvement
- Capacity Management
- Service Strategy facilitating profitable results via Financial Advisors
- Claims management
- Market Research (Khayelitsha and Surrounding areas)
- Audit Facilitation
- Net Promoter Score Champ
- Budget and Resource Management
- Stakeholder Management (Internal and External)
- Financial Education – improve mass market to affluent
- Sales facilitation (Old Mutual Finance and Mass Market)
- Financial Advisors facilitation
- Data analysis
- Capacitate 5 service branches (Affluent, Mass and Loan Markets)
Coach, Skills and Quality Manager
Old Mutual plc.
02.1994 - 03.2010
- Technical floor support
- Coach new agents and Up-skill experiences agents
- Survey compilation and tracking
- Monthly management presentation
Benefit Payment Section Head
Old Mutual plc.
02.1994 - 03.2010
- Workflow Management
- Service excellence improvement
- Risk Management
- Budget Management
- Service Level Agreement – negotiate and implement
- Capacity Management
- Report writing
- Stakeholder Management
- Coach and Mentor direct reports
- Audit Facilitation
- Recruitment and Selection
- Performance Management
Contact Centre Roles
Old Mutual plc.
02.1994 - 03.2010
- Call centre agent
- Face to face service
- Correspondence agent
- Claims processing –Maturities, Loans, Part and Full Surrenders
- Corporate Policies processing
- Call Centre Management
- Inbound & outbound contact centre
- Performance Improvement strategy & implementation
- Improve enquiry resolutions
- Call centre analysis: Challenges, systems, capacity
- Forecasting
- Budgeting & expenditure monitoring
- Stakeholder Management
- Complaints tracking & implement remedial action
- System auditing
- Professionalism – Integrity, high performance culture
- Legislation compliance – Learning & Development strategy
- Benchmarking efficiency & effectiveness of rendered service
- CRM TOOL
Education
No Degree - Banking
Stellenbosch University
Stellenbosch01-2022
Certificate - Banking
Moonstone
Claremont 12-2013
Certificate - Regulatory Exams (RE 5)
Moonstone
Cape Town, South Africa11-2011
National Diploma - Business Management
Pentech
Bellville01.2003
Skills
- Change management expertise
- Empowering leadership style
- Emotional Intelligence
- Contact center operations
- Relating & Networking
- Report writing & Presentation
- Collaborative stakeholder relationships
- Service Delivery Innovation
- Well-developed communication skill set
- Operational management
- Strategic delegation of responsibilities
- Continuous Improvement
- Risk mitigation strategies
- Statistical analysis
References
The references are available on request., POPIA Guidance
Accomplishments
- Old Mutual Plc. Managing 5 Service Branches
- Each Retail Store minimum 8 people (Insurance Sales Advisors, service administrators, authorisers and Team Leaders)
- GEMS Customer Services Efficiency Improvement
- 14 Team Leaders
- 181 Agents
- Performance Consistency
- Reduced Poor Performance fines
- Nedbank – coaching and motivated banker to successful Sales Team Leader
- Motivated for TL Sales to be accepted in Junior Management Program (JMP)
- Nedbank – coaching 2 bankers to Top 100 Nationally
- Improved Audits
- FAIS Supervision
- Disciplinary hearings experience
Timeline
Customer Service Manager
Metropolitan Health (GEMS)
04.2018 - Current
Bank Manager
Nedbank
01.2011 - 03.2018
Correspondence Manager
GEMS
04.2010 - 12.2010
Branch Manager
Old Mutual plc.
10.2008 - 03.2010
Coach, Skills and Quality Manager
Old Mutual plc.
02.1994 - 03.2010
Benefit Payment Section Head
Old Mutual plc.
02.1994 - 03.2010
Contact Centre Roles
Old Mutual plc.
02.1994 - 03.2010
No Degree - Banking
Stellenbosch University
Certificate - Banking
Moonstone
Certificate - Regulatory Exams (RE 5)
Moonstone
National Diploma - Business Management
Pentech
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