Kedibone Olga Madiehe
Pretoria
Summary
Visionary Chief Executive Officer with extensive experience in strategic leadership, operational oversight and stakeholder management within Financial Services Sector. Proven ability to elevate organisational strategy and turn it into measurable results that are SMART. Increase in Service Level performance from 59% to 95% and reduction of Irregular Expenditure by R104.2 million. Unqualified audit in 4 consecutive years. Expertise in Client Services Management, Stakeholder Relationship Management, driving organisational growth and fostering high performance teams. I have the below Skills and Qualifications - Master's In Business Administration, Honours in International Relations, Postgraduate Diploma in Business and Organisational Management and a Bachelor of Social Sciences Degree in International Relations and Public Management - 14 years Senior Management / Executive Role in complex environment - 4 years' Experience as Chief Executive Officer managing a 1.8 million clientele base and managing a 1.7 billion budget - Experience in both the Financial Services sector and Public Sector - Strong business orientation with proven competence and application of leadership skills - Full comprehension of Pension Fund Industry - Expert in and experience in Stakeholder liaison and management - Experience in budgeting, forecasting and monthly reporting - Knowledge of HR Practices and principles - Knowledge of ICT as I am a Head of Executive Committee - Knowledge and comprehension of Audit and Risk Management as I am an Executive Member and Head of Exco of the Audit and Risk Committee - I have knowledge and expertise in Contract Management, Supply Chain Management, Supplier contracts management and administering suppliers' Service level Agreements Throughout my career in Senior Executive positions with the leaders in diverse business industries; I have earned a track-record of success in managing complex business initiatives, and achieving exceptional, rather than expected results – business initiatives and results like: ? My Key Achievements as a CEO is turning the organisational strategy plan and Annual Performance Plan from 64% to 83% during my tenure. ? Increased SLA performance from 59% to 95% ? Reduced inherited Irregular Expenditure from R108 million to R3.8 million ? Approved the long pending structure of the GPAA ? Achieved this performance with 70% staff capacity ? Implemented the Two Pot System within GEPF and 95% payment turnaround time of 5 days ? Member of Board Of Directors Business Administrative Committee, GEPF-GPAA Exco Member and have significant compelling input in policy and rule changes of the Fund ? Advise the Principal Executive Officer GEPF via Exco-Exco regarding Administrative Strategy and Service Level Agreements, Employer Departments engagements and other services related to Client Relations Management ? Strategic Relationships and Bi yearly accountability with Parliament Standing Committee on Finance and Standing Committee on Public Service (SCOF and SCOPA) ? Report directly to the Minister of Finance regarding Performance Plans and Strategic plan management ? Successfully Spearheading Provincial Premiers' Offices Head Of Departments Provincial quarterly engagements and building strategic relationships with Director-Generals (DGs) of the provinces and Government departments at a National and Provincial Level ? In Process of facilitation of AVC (Annuity Voluntary Contributions) Scheme and Pension Preservation Fund for GEPF ? Annual Attendance of Board of Health Funders, Batseta and IRFA and various other conferences ? GEPF-GPAA Representative at the European Fund Investment Conference held in Cambridge UK, UAE, Mauritius, Norway, Zambia attending with board members and industry leaders ? GEPF-GPAA Representative at the African Pension Fund Investment Conference held in Livingstone, Zambia attending with board members ? Spearheaded contracts value exceeding R200 million successfully including, Digitalisation, Call Centre Solutions, CRM Strategy, Corporate Uniform, Queue Management System to mention a few ? Managing a minimum of R264 million budget and maximum budget allocation of R313 million for my business unit as General Manager Client Relations Management ? Consistently Review of Risk and Management Member, Audit Committee Member and Member of GEPF-GPAA Executive Committee ? Active participant in Training and Development Module Review and Strategy formulation ? Identify Root Cause Analysis for complaints for process and system improvements ? Recommended proper client centric CRM systems for client retention and satisfaction, ? Stabilising Stakeholder relationship management via employer departments such as offices of the premiers and other employer departments on a national, provincial and local level ? Being Keynote Speakers in various Women in Leadership Conferences and sharing experience and learning as a speaker representing GPAA with of Minister of Labour, Honourable MPs and various Mayoral Committees. ? I have also been a Master of Ceremony for Deputy Minister and Minister of Finance Stakeholder engagements and Imbizos
Overview
3
3
Languages
24
24
years of professional experience
Work History
Chief Executive Officer
Government Pensions Administration Agency
11.2022 - 09.2026
- Formulate and oversee the implementation of strategic plans:
- Oversee the development of an effective short, medium and long-term operating strategy for the organisation.
- Oversaw development, delivery and achievement of business plans and budget, aligning resources to strategic goals.
- Align plans to meet business needs, achieving stipulated objectives.
- Establish and promote healthy business processes that ensure efficient and effective service delivery within set expectation and agreed performance standards in the area of accountability and the overall optimization of the value chain for the Employee Benefits Group.
- Ensure that the Finance, Operations, Risk, Legal and HR strategy and operating model is adequately budgeted for through the development and implementation of a fit for purpose annual strategic plan
- Ensure effective financial management, control and corporate governance.
- Support the GEPF Board of Trustees and GPAA Executive Authority on Finance, Operational, Risk Management, Human Resources, Facilities Management and Legal matters through participation in the respective committees, e.g. Annual Financial Statements, Impairment of investment schedules, MTEF budget, Interim financial statements, etc.. Oversee the Supply Chain Management process:
- Oversee the development of SLA's for various service providers to monitor and report on SLA performance.
- Oversee all aspects of the procurement function
- Ensure all relevant Committees (Specification, Evaluation and Adjudication) are in place and effective.
- Ensure that an appropriate procurement processes, policies and procedures are in place to support the acquisition of goods and services.
- Oversee the management of all the resources in the programme:
- Implement and maintain a relevant management approach to support effective business results within the organisation
- Develop and sustain a culture of high performance, professionalism and integrity to support overall quality of service delivery.
- Oversee the provision of accurate, current advice regarding financial management to all stakeholders.
- Oversee the analyses of service delivery gaps and challenges, define service delivery, operational measures and targets, and implement remedial action strategies.
- Oversaw quality of service to internal and external stakeholders, enhancing overall organisational performance.
- Oversaw identification and mitigation of risks, ensuring organisational resilience and compliance.
- Oversee the analysis of trends and forecasting.
- Lead the GPAA at all relevant committees and forums.
- Chief Operations Officer
- Chief Financial Officer
- Corporate Head
- Risk Management
- Legal Services
- Chief Information Officer
- Modernisation Programme
- In charge of the following programmes:
- Chief Operations Officer
- Chief Financial Officer
- Corporate Head
- Risk Management
- Legal Services
- Chief Information Officer
- Modernisation Programme
- In charge of the following programmes:
- Chief Operations Officer
- Chief Financial Officer
- Corporate Head
General Manager / Chief Director Client Relationship Management (CRM)
Government Pensions Administration Agency
12.2014 - 10.2022
- Oversee Effective Management of CRM & Provide Strategic direction to CRM Unit:
- Managed client relationship for 1.8 million Government Employees Pension Fund (GEPF) members and pensioners.
- Led a CRM unit with a headcount of 450 staff members (45% of total organisational headcount) across 4 sub-directorates focusing on stakeholder management, GEPF branch, satellite offices in all 9 provinces of South Africa, and 13 mobile offices, as well as complaints management and communications and outreach initiatives.
- Supervised 4 senior directors with a total budget of R313 million for my unit in the 2015/2016 financial year.
- Introduced cost-saving initiatives that saved the organisation approximately R50 million and reduced the budget to R264 million for the current year under review.
- Contributed to the development of organisational strategy and policies.
- Executed the strategic objectives of the Business Unit based on guidance from the Fund and the Board of Trustees.
- Develop and review the development of business plans in line with the organisational objective
- Manage direct reports in respect of appointments, career management of my business unit, performance management and Industrial Relations issues of my unit
- Drove implementation of a Client Care strategy, developing and maintaining a customer-centric approach that managed channels based on key client segmentation clusters.
- Develop, implement and monitor the achievement of an effective Business Plan and budget for Client Care / CRM to support the achievement of GPAA's strategic objectives.
- Manage, coordinate and oversee the daily operational activities and projects of the Client Care/CRM unit to ensure that Employee Benefits functions effectively and efficiently.
- Develop, implement and maintain CRM / Employee Benefits policies, procedures templates, and processes, in accordance with best practice for key Employee Benefits processes and areas, to create an enabling environment for acceptable staff performance.
- Assess the provision of Employee Benefits support and advice to line managers to ensure that line managers are fully equipped to deal with all. Employee Benefits related matters. Participate in the annual strategic planning cycle to assist GPAA achieves its strategic goals and service delivery goals set by its clients. Drive a culture of awareness with GPAA line managers and staff to ensure customer centricity whilst ensuring compliance with set CRM/Employee Benefits policies and procedures.
- Tracked new developments in CRM/Employee Benefits practices to enhance effectiveness and efficiency of CRM/Employee Benefits function.
- Managed relationships with key stakeholders to facilitate effective communication and collaboration.
- Manage relationships with key stakeholders i.e. Government Employer Departments HODs, GEPF Executive and Ministry of Finance
- Maintain relationship with Board of Trustees via the Fund
- Provide Outreach sessions with Employers, members and pensioners through Human Resources Fora and Roadshows
- Formulate Implementation of Strategic Plans, Annual Performance Plans and SLAs
- Developed and implemented client liaison strategies that enhanced communication with clients, ensuring processes across business units achieved desired results within agreed time frames.
- Monitor stakeholders' quality of service outputs and processing metrics to improve overall departmental service delivery and customer satisfaction.
- Drive implementation of outreach and awareness campaigns. Manage client care administration and systems Identify and implement opportunities for automation of key CRM / Employee Benefits processes and systems with consideration to the implications for other business units within GPAA as well as Public Sector requirements.
- Oversees achievement of service levels and agreed outcomes by external providers and practitioners, initiating remedial action where required. Manage the achievement of CRM/ Employee Benefits administration processes, which are conducted in an effective and efficient manner.
- Identify service delivery gaps and ensure that remedial actions are implemented. Manages and develops staff. Manage performance of direct reports ensuring alignment to strategic plan and achievement of set objectives.
- Identify development and succession planning requirements. Ensure employment equity compliance. Bring in senior level. Employee Benefits staff using defined processes. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Ensure staff are adequately motivated to achieve strategic objectives. Facilitate departmental communication through appropriate structures and systems
- Financial, People and Project Management and Supply Chain Management:
- CRM's budget is the second biggest budget after ICT and Modernisation. I have successfully managed financial resources amounting to R313 million and R268 million budget for the two previous financial years and managed to be within the stipulated variance
- CRM staff headcount establishment amounts to + 45% of the entire GPAA which makes it the biggest department within the organisation
- I have implemented succession planning initiatives and necessitated reshuffle to maximise efficiencies and grooming of the upcoming leaders. I have also implemented the modus operandi behind training and development to ensure we achieve 80% of training requirements as per APP and operational business plans
- In terms of project management, I have chaired and brought contracts of over 11 companies to bring efficiency in client experience and management. I have subsequently chaired various Bid Specifications and Evaluation Committees successfully faux pas and according to the correct process
- Oversee all supply chain activities and negotiations of contractual terms with service providers
- I am an Executive Member of the Bid Adjudication Committee and ensure that compliance with supply chain policies and regulations is adhered to
- I have developed and implanted the procurement strategy and plan for my business unit CRM
- Ensured that budgets are implemented effectively in support of the strategic objectives of the organisation
- Managed the operational and capital budget for the business unit
- Oversee monitoring of expenditure, deviations and variances and report accordingly for my business unit
- Review and monitor expenditure reports and ensure accuracy of information
- Oversee the implementation of the internal audit plans and review core risks that are managed and reported to the Risk Committee and the Audit Committee
- Oversee Effective Management of CRM & Provide Strategic direction to CRM Unit:
- I am responsible for Client Relationship Management of 1.8 million Government Employees Pension Fund (GEPF) members and pensioners
- I am heading a CRM Unit total Headcount of 450 Staff members (45% of total Organisational Headcount) with 4 Sub-directorates focusing on Stakeholder Management, GEPF Branch and Satellite offices in all 9 Provincial provinces of South Africa, 13 Mobile Offices in Every Province, Complaints Management and Communications and Outreach initiatives
- I have 4 Senior Directors reporting directly to me with a total budget of R313 million for my Unit 2015/2016 Financial year.
- I have managed to introduce cost savings initiatives that allowed me to save the organisation a total of about R50 million and reduced the budget to R264 million for the current year under review
- Implemented the strategic objectives of the Business Unit as directed by the Fund and the Board of Trustees
- Ensure the efficient and effective delivery of support services to the organisation
- Develop and review the development of business plans in line with the organisational objective
- Manage direct reports in respect of appointments, career management of my business unit, performance management and Industrial Relations issues of my unit
- Drive the implementation of a Client Care strategy. Develop, implement and maintain a customer-centric strategy that incorporates management of channels based on key client segmentation clusters.
- Develop, implement and monitor the achievement of an effective Business Plan and budget for Client Care / CRM to support the achievement of GPAA's strategic objectives.
- Manage, coordinate and oversee the daily operational activities and projects of the Client Care/CRM unit to ensure that Employee Benefits functions effectively and efficiently.
- Develop, implement and maintain CRM / Employee Benefits policies, procedures templates, and processes, in accordance with best practice for key Employee Benefits processes and areas, to create an enabling environment for acceptable staff performance.
- Assess the provision of Employee Benefits support and advice to line managers to ensure that line managers are fully equipped to deal with all. Employee Benefits related matters. Participate in the annual strategic planning cycle to assist GPAA achieves its strategic goals and service delivery goals set by its clients. Drive a culture of awareness with GPAA line managers and staff to ensure customer centricity whilst ensuring compliance with set CRM/Employee Benefits policies and procedures.
- Track new developments in CRM/Employee Benefits practices to improve the effectiveness and efficiency of the CRM /Employee Benefits function.
- Stakeholder Management
- Manage relationships with key stakeholders i.e. Government Employer Departments HODs, GEPF Executive and Ministry of Finance
- Maintain relationship with Board of Trustees via the Fund
- Provide Outreach sessions with Employers, members and pensioners through Human Resources Fora and Roadshows
- Formulate Implementation of Strategic Plans, Annual Performance Plans and SLAs
- CRM Services: Develop a client liaison strategy to communicate and engage resources, directing the initiatives undertaken by GPAA on behalf of its clients. Ensure that communication processes across business units achieve desired results within agreed time frames, following best practice approaches.
- Forecasting employee requirements across the various business units to ensure that the correct number of employees are available to stakeholder. Assess the cost effectiveness of CRM initiatives.
- Monitor stakeholders quality of service outputs and processing metrics to improve overall departmental service delivery and customer satisfaction.
- Drive implementation of outreach and awareness campaigns. Manage client care administration and systems Identify and implement opportunities for automation of key CRM / Employee Benefits processes and systems with consideration to the implications for other business units within GPAA as well as Public Sector requirements.
- Oversees achievement of service levels and agreed outcomes by external providers and practitioners, initiating remedial action where required. Manage the achievement of CRM/ Employee Benefits administration processes, which are conducted in an effective and efficient manner.
- Identify service delivery gaps and ensure that remedial actions are implemented. Manages and develops staff. Manage performance of direct reports ensuring alignment to strategic plan and achievement of set objectives.
- Identify development and succession planning requirements. Ensure employment equity compliance. Bring in senior level. Employee Benefits staff using defined processes. Facilitate staff productivity and efficiency, minimizing absenteeism and turnover figures. Ensure staff are adequately motivated to achieve strategic objectives. Facilitate departmental communication through appropriate structures and systems
- Financial, People and Project Management and Supply Chain Management:
- CRM's budget is the second biggest budget after ICT and Modernisation. I have successfully managed financial resources amounting to R313 million and R268 million budget for the two previous financial years and managed to be within the stipulated variance
- CRM staff headcount establishment amounts to + 45% of the entire GPAA which makes it the biggest department within the organisation
- I have implemented succession planning initiatives and necessitated reshuffle to maximise efficiencies and grooming of the upcoming leaders. I have also implemented the modus operandi behind training and development to ensure we achieve 80% of training requirements as per APP and operational business plans
- In terms of project management, I have chaired and brought contracts of over 11 companies to bring efficiency in client experience and management. I have subsequently chaired various Bid Specifications and Evaluation Committees successfully faux pas and according to the correct process
- Oversee all supply chain activities and negotiations of contractual terms with service providers
- I am and Executive Member of the Bid Adjudication Committee and ensure that compliance with supply chain policies and regulations is adhered to
- I have developed and implanted the procurement strategy and plan for my business unit CRM
- Ensured that budgets are implemented effectively in support of the strategic objectives of the organisation
- Managed the operational and capital budget for the business unit
- Oversee monitoring of expenditure, deviations and variances and report accordingly for my business unit
- Review and monitor expenditure reports and ensure accuracy of information
- Oversee the implementation of the internal audit plans and review core risks that are managed and reported to the Risk Committee and the Audit Committee
Senior Manager: Customer Experience and Client Relations Management
Metropolitan
06.2012 - 11.2014
- Recruited to provide strong leadership after a rapid transition period and provide continuous improvement initiatives Developed, implemented and monitor achievements of effective Business Plan, Budget and Objectives Compilation of Executive and GM reports with purpose of highlighting successes and risks in achieving organizational strategic goals Keeping abreast with changes in guidelines for legislations in the industry e.g. POPI Analyse and give feedback on emerging trends in the industry Drive implementation plans for awareness campaigns, and ensuring objectives are achieved Ensure SLA compliance and first contact resolution with members and the Key Account Clients Recommended system developments to enhance customer satisfaction and client retention. Executed the retention strategy Conducted root cause analysis and recommended system-driven solutions and CRM enhancements Overseeing the design and support of CEM Systems Continuous Improvement Compliance monitoring in the Business Provided guidance, coaching, and mentoring to employees Financial Management and Budget controls
- Recruited to provide strong leadership after a rapid transition period and provide continuous improvement initiatives Developed, implemented and monitor achievements of effective Business Plan, Budget and Objectives Compilation of Executive and GM reports with purpose of highlighting successes and risks in achieving organizational strategic goals Keeping abreast with changes in guidelines for legislations in the industry e.g. POPI Analyse and give feedback on emerging trends in the industry Drive implementation plans for awareness campaigns, and ensuring objectives are achieved Ensure SLA compliance and first contact resolution with members and the Key Account Clients Recommendation of systems development to enhance customer satisfaction levels and client retention Executed the retention strategy Unpacking Root Cause Analysis and recommending system driven solutions and CRM solutions Overseeing the design and support of CEM Systems Continuous Improvement Compliance monitoring in the Business Providing, guidance, coaching and mentoring to employees Financial Management and Budget controls
- Evaluated staff performance through regular assessments and developed improvement plans.
- Provided recommendations to senior management on facilities requirements on facilities needs and delivered ongoing operational support.
- Managed organisational resources to meet administrative and operational needs whilst adhering to budgetary guidelines and meeting quality and schedule demands.
GEMS Business Unit (BU) Synergy Forum Chairperson
MMI Holdings
10.2011 - 10.2012
- Nominated by the Gems Exco Team to chair the entire Gems BU Team Leader development forum.
- Recognised and trusted by my Exco Team as part of the succession planning initiative.
- My main role is to facilitate growth and developmental initiatives for Managers who are on succession planning in 10 different departments of the BU i.e. Member Services, Claims, CRM, Managed Care, QA & Training, Clinical Services, Finance and Communications.
- Creating a fun environment for the BU by organising and facilitating exciting Health interventions
- This is achieved by ensuring Team Leader Development and growth through supporting and participating in the achievement of the BU Objectives
- This is achieved by ensuring Team Leader Development and growth through supporting and participating in the achievement of the BU Objectives
- Organised and facilitated training and development interventions, ensuring team applied learnings effectively in their respective departments.
- Supporting the Investment in People Initiatives through L&D, Comms and Rewards and Recognition
- Facilitate and ensure participation in BU activities through Organisational Development such as Scheme engagements and Scheme symposiums.
- Created an engaging environment for the BU by organising and facilitating health interventions that promote team well-being.
- Creating a fun environment for the BU by organising and facilitating exciting Health interventions
- Ensured implementation of job shadowing, job rotation, and 2IC structured programmes to promote employee development.
- Custodian of ensuring Job Shadowing, Job Rotation,2IC Structured programmes.
- Supporting the Investment in People Initiatives through L&D, Comms and Rewards and Recognition
- Supporting the Investment in People Initiatives through L&D, Comms and Rewards and Recognition
Client Services Manager (Call Centre)
MMI Holdings
07.2009 - 05.2012
- Led and directed quality service delivery to achieve departmental objectives.
- Active participant in the development of the strategic plan for the business unit and processes design.
- Influence decision making within the greater business unit
- Accelerated Leading, directing and overseeing the quality of service delivery meets the departmental objectives.
- I also take responsibility for ensuring that the operation as a whole is in compliance with any regulatory requirements imposed by the market or industry organizations.
- I also take responsibility for ensuring that the operation as a whole is in compliance with any regulatory requirements imposed by the market or industry organizations.
- Improved the overall success of operation by setting strategic objectives, ensuring these objectives are met and aligned with Claims Services overall strategy.
- Facilitated effective development and management of internal service level agreements.
- Facilitated effective development and management of internal service level agreements.
- Ensure accurate forecasting, budgeting and allocation of resources within the department.
- Ensure accurate forecasting, budgeting and allocation of resources within the department.
- Forecasting and conducting trend analysis studies to predict future planning and performance
- Active participant in the development of the strategic plan for the business unit and processes design.
- Influence decision making within the greater business unit
- Influence decision making within the greater business unit
- I also take responsibility for ensuring that the operation as a whole is in compliance with any regulatory requirements imposed by the market or industry organizations.
- I also take responsibility for ensuring that the operation as a whole is in compliance with any regulatory requirements imposed by the market or industry organizations.
- Achieved productivity and performance goals by leading, motivating, mentoring, coaching, and developing and implementing training.
- Facilitated effective development and management of internal service level agreements.
Broker Services Consultant (Call Centre, Employment Equity Chairperson and QC)
Momentum
06.2002 - 06.2009
- This was an entry level position achieved through the graduate trainee programme straight after I graduated. My duties involved the provision of a consistent one stop service to platinum clients and brokers within the broker services division.
- Managed Broker Services Employment Equity from July 2006 to July 2007, ensuring fair recruitment practices aligned with the Labour Act. I was responsible for re-engineering of policies and procedures of Momentum Employment Equity Act. The Department of labour stipulated 40% ACI groups to be presented in the organization by July 2007. I managed to exceed this target by 2% at the year end July 2007.
- Conducted quality checks on call centre interactions from 2007 onwards, ensuring compliance for agents while managing broker services consultant responsibilities.
- Handled calls, quality checks, and quality assurance of call centre interactions, while building and maintaining relationships with clients and brokers.
- The outputs involved multi-media client and broker liaison, correspondence with brokers, team support, and meeting of team targets. My passion for service, organizational commitment and pro-active nature assisted me in achieving and exceeding stipulated targets. I was nominated in the Management Fast Track programme in June 2004. The role lasted for 18 months of which I was next given the exposure of managing the Employment Equity targets in the organization.
- This was an entry level position achieved through the graduate trainee programme straight after I graduated. My duties involved the provision of a consistent one stop service to platinum clients and brokers within the broker services division.
- The outputs involved multi-media client and broker liaison, correspondence with brokers, team support, and meeting of team targets. My passion for service, organizational commitment and pro-active nature assisted me in achieving and exceeding stipulated targets. I was nominated in the Management Fast Track programme in June 2004. The role lasted for 18 months of which I was next given the exposure of managing the Employment Equity targets in the organization.
Education
Certificate of Higher Education - Executive Leadership Programmes for Chief Executive Officers
National School of Government
Pretoria01-2024
Compulsory Senior Management Services Certificate Course - Senior Management Leadership Course
National School of Government
Pretoria, GP01-2020
Masters of Business Administration (MBA) - HR Management, Marketing Management, Management Information Systems, Quantitative Methods, Economics, Operations Management, International Business, Business Strategy, Accounting for Decision Making, Managerial Finance, Investment and Portfolio Management
Management College of South Africa
Durban, KZN05-2015
Honours Degree - International Relations and Public Management
University of Cape Town
Cape Town, South Africa01-2001
Postgraduate Diploma - Business and Organisational Management
University of Cape Town
Cape Town, South Africa01-2000
Bachelor of Social Sciences - International Relations and Public Management
University of Cape Town
Cape Town, South Africa01-1997
Matric -
Iona Convent School
Pretoria01-1996
Skills
- Strategic leadership
- Executive leadership
- Operational leadership
- Organisational leadership
- Financial project management
- Financial management
- Governance compliance
- Risk management
- Budget oversight
- Budget planning and forecasting
- Budget planning
- Financial forecasting
- Profit and loss reporting
- Cost breakdown analysis
- Supply chain optimization
- Contract management
- Mergers and acquisitions
- Programme management
- Strategic planning
- Strategy development
- Strategy implementation
- Business Acumen
- Analytical Skills
- Data-driven decisions
- Market analysis
- Market Research
- Revenue growth
- Business development
- Business process improvement
- Innovation and Service Delivery
- Technology integration
- Quality control knowledge
- HR systems knowledge
- Employee development
- Talent management
- Team building and training
- People Management and empowerment
- Leadership excellence
- Coaching performance
- Driving performance
- Change leadership
- Analytical change management
- Problem Solving
- Strategic decision-making
- Negotiation
- Stakeholder engagement
- Client and stakeholder management
- Customer relationship management
- Stakeholder communication
- Stakeholder Engagement
- Diversity advocacy
- Relationship Management
- Industry partnership development
- Operational Efficiency
- Operational oversight
- Project planning
- Project budgeting
- Executive communication
- Board governance
- Board reporting
- Regulatory Compliance
- Policy development
- Global strategic alliances
- Strategic influence
- Strategic visioning
- Global strategic alliances
- Business relations
- Business management
- Business analysis
- Consulting
- Visionary leadership
- Innovation fostering
- Diplomacy and Emotional Intelligence
- Global mindset
- Integrity and ethics
- Ethical responsibility
- High-value management
- Organisational awareness
- Organisational structure
- Driving performance
- Negotiation and adaptability
- Strategic networking
- Process improvements
- Executive presence
- Innovation fostering
- Technology integration
- Process improvements
- Mergers and acquisitions
- Programme management
- Data-driven decisions
- Organisational structure
- Human resources oversight
- Corporate governance expertise
- Global strategic alliances
- Budget planning
- Regulatory Compliance
- Brand positioning
- Negotiation
- Financial leadership
- Controls systems enhancement
- Innovation fostering
- Change leadership
- Operating budgets
- Business administration
References
Available upon request
French
English
Advanced
C1
Afrikaans
Intermediate
B1
French
Elementary
A2
Timeline
Chief Executive Officer
Government Pensions Administration Agency
11.2022 - 09.2026
General Manager / Chief Director Client Relationship Management (CRM)
Government Pensions Administration Agency
12.2014 - 10.2022
Senior Manager: Customer Experience and Client Relations Management
Metropolitan
06.2012 - 11.2014
GEMS Business Unit (BU) Synergy Forum Chairperson
MMI Holdings
10.2011 - 10.2012
Client Services Manager (Call Centre)
MMI Holdings
07.2009 - 05.2012
Broker Services Consultant (Call Centre, Employment Equity Chairperson and QC)
Momentum
06.2002 - 06.2009
Certificate of Higher Education - Executive Leadership Programmes for Chief Executive Officers
National School of Government
Compulsory Senior Management Services Certificate Course - Senior Management Leadership Course
National School of Government
Masters of Business Administration (MBA) - HR Management, Marketing Management, Management Information Systems, Quantitative Methods, Economics, Operations Management, International Business, Business Strategy, Accounting for Decision Making, Managerial Finance, Investment and Portfolio Management
Management College of South Africa
Honours Degree - International Relations and Public Management
University of Cape Town
Postgraduate Diploma - Business and Organisational Management
University of Cape Town
Bachelor of Social Sciences - International Relations and Public Management
University of Cape Town
Matric -
Iona Convent School