Khensani Baloyi
Vosloorus
Summary
Capable Contract Manager with extensive background overseeing contracts for services such as Specialized Maintenance, Cleaning Services, Building Maintenance, Lift services. Handles routine paperwork, disputes and contract administration, managing contract life cycle management with organized approach.
Overview
19
19
years of professional experience
Work History
SERVICE LEVEL MANAGER (SUPPLIER CONTRACTS MANAGER)
Electronic Toll Collections (ETC)
11.2020 - Current
- Managing a R53+ Million portfolio of 10 Facilities subcontractors' contracts and ensured 98% compliance on service levels over 3 years as a Senior Contracts Manager
- Streamlined communication channels, enhancing collaboration between Sub-contractors and Facilities staff and Management
- Restructured standard supplier agreements to incorporate new data privacy regulations, minimizing compliance risks
- Optimized resource allocation for increased efficiency in managing service levels across various projects
- Identified areas of improvement through comprehensive data analysis, leading to better decision-making and improved service levels
- Negotiated favorable terms with suppliers, contributing to cost savings without compromising on quality or performance standards
- Conducted regular reviews of Supplier contracts and SLAs to ensure optimal value for the organization
- Developed strong relationships with cross-functional teams to ensure service level agreements were met consistently.
- Managed complex escalations effectively, reducing the impact on overall service level performance.
- Optimized resource allocation for increased efficiency in managing service levels across various projects.
- Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
- Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.
- Managed, supervised and controlled execution of contracts ranging from $[Amount] to $[Amount].
- Collaborated with legal counsel to develop comprehensive risk assessments for high-value contracts, safeguarding company interests.
- Established strong relationships with external partners, fostering trust and collaboration on future contractual engagements.
- Resolved contractual disputes through effective negotiation strategies, minimizing impacts on the organization''s reputation and bottom line.
- Achieved significant cost reductions by renegotiating existing contracts when market conditions allowed for more favorable terms.
AREA MANAGER (CUSTOMER SERVICE)
Electronic Toll Collections (ETC)
11.2011 - 10.2020
- Managed 10 customer service branches and turning under-performing branches around
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers
- Introduced initiatives streamlining processes and reducing complaints annually by over 10%
- Consistently delivered targets through customized location level strategies
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness
- Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting best practices
- Achieved high employee retention rates by creating an inclusive work environment where staff felt valued and supported
- Developed, and promoted talented employees to cultivate collaborative and hardworking leadership team.
SUPERVISOR CUSTOMER SERVICE (POP)
Electronic Toll Collections (ETC)
02.2011 - 10.2011
- Managed staff at the designated Customer Services Centres and ensured effective customer satisfaction and operations
- Spearheaded service excellence training, achieving a ranking in the top 3 for first contact resolution
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members
- Created successful work schedules for team members to maintain deadlines and fully staff shifts
- Evaluated employee performance and coached and trained to improve weak areas
- Devised and implemented processes and procedures to streamline operations.
FOODS DEPARTMENT MANAGER / OPERATIONS MANAGER
Woolworths (Various Stores)
08.2005 - 01.2011
- Instrumental in the transformations of 2 stores, increasing food sales by 35% within 12 months
- Recognized nationally for shrinkage reduction program keeping losses under 2% benchmark for 2 years running between 2008 and 2010
- Coordinated successful merchandising initiatives boosting categories like fresh produce, long-life products etc
- Worked actively with management team to create daily and weekly sales plans based on weekly sales trends
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence
- Advised senior management on key decisions based on thorough analysis of sales trends, market conditions, and competitor activities
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up
- Prepared detailed reports for management to clarify existing trends, review sales and inventory data and support shrink minimization and safety awareness
- Leveraged data and analytics to make informed decisions and drive business improvements
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Supervised operations staff and kept employees compliant with company policies and procedures
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts
- Interacted well with customers to build connections and nurture relationships
- Implemented quality control measures that resulted in improved products or services within the department offerings.
Education
BCOM - Economics - Economics
UNISA
Pretoria, South Africa05.2023
Higher Certificate - EMS (Economics) - Economics
UNISA
Pretoria, South Africa05.2020
Retail Management Certificate -
Woolworths
Randburg, South Africa02.2008
Build the Brand Certificate - Marketing
Pick 'n Pay
Randburg, South Africa11.2004
Certificates - IT - Subjects: A+, Visual Basic, MOUS and Web Page Design
High-tech College
Johannesburg, South Africa10.2002
Senior Secondary Certificate (Matric) -
Klipspruit High
Johannesburg, South Africa12.2000
Skills
- Risk Identification & Safety Compliance
- Process Development and Implementation
- Strategic development, planning and Process Improvements
- Crisis and Change Management
- Budget Management and Planning
- Cost Management
- Contract Negotiations
- Task Coordination and Time Management
- Supplier management
- Service Level Management
- SLA Development
- Contract Writing and Negotiation
References
- Nominki Makgalema (HR), Electronic Toll Collections, 011 083 2000
- Marumo Leshaba (SCM), Electronic Toll Collections, 011 083 2000
- Denis Anton, Woolworths Store Manager, 011 796 6200 / 065 275 0684
- Kevin Pike, Woolworths Store Manager, 082 858 4826
- Brian Swart, Woolworths Store Manager, 083 489 7234
- Ross Huges, Woolworths Store Manager, 084 582 8285 / 011 221 8500
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
HybridRemoteOn-SiteImportant To Me
Career advancementWork-life balanceWork from home optionHealthcare benefitsPersonal development programsCompany CultureTimeline
SERVICE LEVEL MANAGER (SUPPLIER CONTRACTS MANAGER)
Electronic Toll Collections (ETC)
11.2020 - Current
AREA MANAGER (CUSTOMER SERVICE)
Electronic Toll Collections (ETC)
11.2011 - 10.2020
SUPERVISOR CUSTOMER SERVICE (POP)
Electronic Toll Collections (ETC)
02.2011 - 10.2011
FOODS DEPARTMENT MANAGER / OPERATIONS MANAGER
Woolworths (Various Stores)
08.2005 - 01.2011
BCOM - Economics - Economics
UNISA
Higher Certificate - EMS (Economics) - Economics
UNISA
Retail Management Certificate -
Woolworths
Build the Brand Certificate - Marketing
Pick 'n Pay
Certificates - IT - Subjects: A+, Visual Basic, MOUS and Web Page Design
High-tech College
Senior Secondary Certificate (Matric) -
Klipspruit High
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