KGOMOTSO MADUNA
Operations Manager
Centurion,Gauteng
Overview
17
17
years of professional experience
Work History
Section Head: Customer Service Back Office
Electronic Toll Collections(ETC)
Centurion, Gauteng
08.2017 - 10.2024
- Led cross-functional teams to streamline Customer Service Back Office processes and maintain optimal operational efficiency.
- A team of 10 Nomination and Representation operators, who dealt with processing nomination and representation queries relating to violation tolling accounts.
- A Website Enquiries supervisor that managed 8 Web Enquiries operators, who dealt with electronic customer enquiries relating to tolling.
- A Claims and Complaints supervisor that managed 10 Claims and Complaints operators, who dealt with electronic customer claims as well as complaints relating to tolling.
- Took on added responsibilities as an acting manager for the Customer Communications team who were responsible for escalated queries, customer communications disseminated through e-mail and SMS as well as website uploads and document changes.
- Turned corporate mandates into actionable directives and filtered them down to the supervisory level as well as the operator staff levels. Organised and chaired meetings, setting agendas and facilitating discussions to drive forward departmental objectives.
- Created, reviewed and updated policies, procedures, departmental processes and business rules ensuring compliance with regulations and alignment to the organisational goals and objectives.
- Facilitated communication between customer service teams and other departments, to enhance service delivery and customer satisfaction.
- Planned employee workloads, delegated tasks strategically and organised staff rosters, ensuring adequate coverage during peak times without overstaffing, to meet fluctuations in query volumes.
- Conducted regular performance evaluations, offering constructive feedback and identifying development opportunities.
- Conducted coaching sessions to highlight excellent or dissatisfactory performance with the aim of facilitating performance improvement through the identification of gaps and implementing controls to circumvent issues.
- Facilitated training sessions, for staff to enhance product knowledge and customer service skills.
- Facilitated regular team meetings to discuss progress, obstacles, and brainstorm solutions.
- Analysed customer feedback to identify trends, informing strategic service improvements. Managed complex escalations from customers, employing problem-solving skills to achieve positive outcomes and maintain relationships.
- Coordinated cross-departmental projects, fostering collaboration and ensuring timely project delivery.
- Collaborated with the IT department to support the optimisation of Customer Relationship Management systems for better data management, account management and reporting, to troubleshoot technical issues, minimising downtime and maintaining workflow.
- Monitored compliance with regulations, to promote the minimisation of risks.
- Managed risk assessment processes, by identifying potential issues and developing mitigation strategies to minimise impact. Updated the departmental risk register accordingly.
- Implemented quality control measures, monitoring outputs to uphold high standards and customer satisfaction.
- Managed departmental budget and resources, ensuring alignment with financial forecasts and quality standards.
- Followed all safety protocols and company processes and procedures.
- Monitored the Business Continuity Plan (BCP), by updating and adhering to the procedures as well as ensuring that the Disaster Recovery site is active for readiness.
- Participated in internal and external audits. Planned and implemented management audit controls. Monitored audit findings with the aim of eliminating the findings through implementing the documented controls.
- Drafted and presented daily, weekly, monthly, quarterly and yearly reports pertaining to all activities within the Customer Service Back Office department.
- Documented and presented proposals to support the operational functioning of the department.
- Fostered a positive working environment, encouraging teamwork and addressing any conflicts swiftly.
- Oversaw recruitment. Coordinated with HR to recruit, train, and develop new staff, aligning with company standards.
Claims and Complaints Supervisor
Electronic Toll Collections(ETC)
Centurion, Gauteng
10.2014 - 08.2017
- Manage Claims and Complaints departmental resources to ensure capacity is at its optimal.
- Ensure that the tools needed to fulfil productivity are available and working to its full capacity. Facilitate internal stakeholder's intervention in instances where tools are lacking or non-functional.
- Managed a team of Claims and Complaints operators to ensure adherence to company policies, procedures and meet project deadlines.
- Streamlined Claims and Complaints processes, ensuring compliance from initiation to resolution. Coordinated stakeholders to achieve timely outcome for complex cases.
- Conducted coaching sessions for non-conformance to enhance team and individual performance. Provided training and mentoring in order to improve performance and enhance service delivery.
- Created and updated operational processes and learner guides to facilitate knowledge transfer.
- Drafted and submitted daily, weekly and monthly departmental reports, tracking progress against KPIs.
- Conducted interviews for recruitment.
Mail Registry Supervisor
Electronic Toll Collections(ETC)
Centurion, Gauteng
02.2011 - 10.2014
- Participated in assessing the functionality of process and system test scenarios for the Mail Registry section during the Projects' testing phase.
- Conducted interviews for operator level recruitment.
- Supervised daily operations of the Mail Registry section to guarantee accurate processing and distribution of correspondence in line with the end-to-end Mail Registry processes.
- Developed and implemented streamlined workflows to enhance efficiency in mail handling and tracking systems.
- Maintained comprehensive records of incoming and outgoing customer correspondence to uphold accountability and transparency.
- Resolved customer complaints efficiently, transforming negative experiences into positive outcomes.
- Planned and communicated daily tasks and targets.
- Report on the sections productivity output.
- Conducted audits on the mail registry processes to ensure compliance concerning the company's business rules, policies and procedures and identify areas of improvement.
- Coordinated training, mentoring and skills transfer for team members, maintaining skilled, compliance standards and well-performing group.
- Oversaw daily operations, ensuring compliance with health and safety regulations.
Team Leader: Data Capturing, Control Units, Assessments
SARS
Randburg, Gauteng
09.2009 - 02.2011
- Managed three areas, the teams were focused on: Small Business Tax Amnesty data capturing, Storage and retrieval of Small Business Tax Amnesty applications, supporting documents and correspondence, Application assessment to ensure Small Business Tax Amnesty applications submitted are received in their complete form.
- Guided subordinates in executing daily deliverables to enhance productivity.
- Ensured end-to-end actioning of section processes for operational efficiency.
- Motivated team to achieve and exceed daily targets through effective incentives.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Facilitated learning developments and skill transfers among team members.
- Reported on activities aimed at optimizing output and performance.
- Managed resources efficiently to align with project demands.
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment.
Quality Assurer
SARS
Randburg, Gauteng
10.2008 - 09.2009
- Assessed to ensure that the Adjudication process has been executed in accordance with the company quality standards.
- Assessed adjudicator feedback to validate proper procedural application.
- Provided constructive feedback on assessment outcomes.
- Rated and scored deliverables from adjudicators and data capturers.
- Conducted calibration sessions to maintain consistency in evaluations.
- Resolved complaints through effective communication and problem-solving strategies.
- Prepared various written communications, documents, and reports for internal use.
Application Adjudicator
SARS
Randburg, Gauteng
02.2008 - 10.2008
- Assessed applications for completeness and compliance with tax requirements.
- Analysed applicants' tax profiles to identify discrepancies.
- Authenticated documents by verifying copies against originals for official use.
- Processed applications by granting amnesty based on qualifying periods.
- Drafted reports on daily deliverables and findings.
- Made final judgments on application success or failure.
- Provided detailed reports outlining assessment outcomes and recommendations.
- Kept confidential information and documents private to avoid negative impacts on people, organisations or other entities.
Data Capturer and Administration
SARS
Randburg, Gauteng
07.2007 - 02.2008
- Captured application forms and supporting documents with high accuracy.
- Corrected errors in data entry, preventing duplication across systems.
- Collaborated with team members to identify and rectify discrepancies in data entries.
- Archived outdated records, ensuring up-to-date documentation availability.
- Maintained confidentiality of sensitive information in compliance with data protection regulations.
- Organised files and scanned reports into document management system for easy retrieval.
Skills
Innovation management
Staff development
Motivational leadership
Customer relations
Business process reengineering
Forecasting
Policy/program development
Cross-functional team leadership
Self motivation
Performance management
Problem-solving
Administrative management
Timeline
Section Head: Customer Service Back Office - Electronic Toll Collections(ETC)
08.2017 - 10.2024
Claims and Complaints Supervisor - Electronic Toll Collections(ETC)
10.2014 - 08.2017
Mail Registry Supervisor - Electronic Toll Collections(ETC)
02.2011 - 10.2014
Team Leader: Data Capturing, Control Units, Assessments - SARS
09.2009 - 02.2011
Quality Assurer - SARS
10.2008 - 09.2009
Application Adjudicator - SARS
02.2008 - 10.2008
Data Capturer and Administration - SARS
07.2007 - 02.2008