Kgomotso Ramodike
Contact Center Operations Manager
Centurion, Gauteng, South Africa,GP
Summary
Seasoned Operations Manager and talented leader with 4 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity.
Dynamic operations leader with a proven track record at Outsurance Shared Services, excelling in strategic planning and process optimization. Expert in data analysis and KPI reporting, driving operational efficiency and enhancing customer satisfaction. Fostering team development and implementing impactful changes that reduced claim processing time significantly.
Overview
7
7
years of professional experience
4
4
Languages
Work History
Interventions Operations Manager
Outsurance Shared Services
04.2024 - Current
- Key responsibilities include leadership, managing people, streamlining the capture process, managing tools and systems, analyzing KPI's and supporting strategic planning.
- The goal is to increase productivity and captures, reduce friction in the capture cycle and provide actionable insights to leadership and the UK client.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
Claims Operations Manager
OUTsurance Shared Services
12.2020 - 04.2024
- Responsible for day-to-day operations of the Claims Customer Service department which included managing people, processes, systems and performance metrics.
- The role also involves ensuring that claims are actioned accurately, efficiently and in a customer-centric and compliant manner.
- As an operations manager, I act as a bridge between frontline claims teams / junior leadership and senior leadership, ensuring strategic goals are translated into operational execution.
- Spearheaded cross-functional team collaboration to address complex claims issues and implement best practices.
- Proactively identified potential bottlenecks or inefficiencies in existing processes, implementing targeted improvements to enhance overall department performance.
- Reduced claim turnaround time with the introduction of efficiencies in key operational areas.
Claims Team Manager
Outsurance Shared Services
05.2019 - 12.2020
- Responsible for overseeing a team of claims handlers, ensuring claims are registered and processed efficiently, accurately and in line with regulatory and company standards.
- Facilitated regular team meetings to review progress, address concerns, and share best practices for improved results.
- Evaluated team member performance through ongoing monitoring and assessment tools, identifying areas for growth and development opportunities.
- Coaching and development - provides guidance to ensure staff are meeting performance and quality metrics.
- Reduced claim processing time by implementing efficient workflow management strategies.
Claims Advisor
Outsurance Shared Services
07.2018 - 05.2019
- Responsible for logging new claims and handling existing clients queries in the claims customer services department.
- Enhanced customer satisfaction by efficiently processing and resolving insurance claims queries.
- Contributed to overall department success by consistently meeting or exceeding established performance metrics and goals.
- Trained new employees on company policies, claims management software, and best practices for efficient work performance in my capacity as a coach.
Education
Manageent Course - Harvard Manage Mentor Program
Harvard Business School
04.2001 -
Generic Management Program
Faisit
03-2021
Bachelor of Arts - Psychology & Social Work
University of Pretoria
Pretoria, South Africa 04.2001 -
Skills
Key Skills and Competencies:
Leadership and Strategic Thinking
Analytical Thinking - ability to turn data into actionable insights
Process Orientation - Skilled at forming and improving workflows
Attention to Detail
Communication Skills
Problem Solving
Change Management
Project management
Data analysis
KPI Reporting
Operational efficiency
Timeline
Interventions Operations Manager
Outsurance Shared Services
04.2024 - Current
Claims Operations Manager
OUTsurance Shared Services
12.2020 - 04.2024
Claims Team Manager
Outsurance Shared Services
05.2019 - 12.2020
Claims Advisor
Outsurance Shared Services
07.2018 - 05.2019
Manageent Course - Harvard Manage Mentor Program
Harvard Business School
04.2001 -
Bachelor of Arts - Psychology & Social Work
University of Pretoria
04.2001 -
Generic Management Program
Faisit