Summary
Overview
Work History
Education
Skills
Contactdetails
Personal Information
Currentaddress
Timeline
Generic

KHOMOTSO ZONDI

Operations Manager
DURBAN,KWAZULU-NATAL

Summary

Seasoned Operations Manager and talented leader with [17] 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. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

25
25
years of professional experience
6
6
years of post-secondary education

Work History

OPERATIONS MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
DURBAN
07.2020 - Current
  • Providing a strategic support service the entire MDS
  • Leading new business capturing HUB, Agreements & Commission support teams
  • Develop policies to improving service to entire MDS
  • Facilitate escalated queries from all stakeholders
  • Manage & negotiate SLAs with various stakeholders
  • Building relationship with all stakeholders (internal & external)
  • Compiling and Managing of budgets
  • Management of resource utilisation within the team
  • Facilitates personal development plan and performance excellence/evaluation for service managers
  • Develop Operational Plan for the Team
  • Make sure that Service Managers follows HR processes
  • Ensure correct compliance documents are submitted for FICAA/POPIA etc
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.

OPERATIONS MANAGER (NORTH PROVINCE)

MOMENTUM DISTRIBUTION SERVICES (MDS)
PRETORIA
01.2019 - 06.2020
  • Leads six Office Managers who look after Momentum Branches in Mpumalanga, Polokwane, Rustenburg, Centurion, Brooklyn & Witbank
  • Compiling and Managing of Provincial budgets
  • Responsibility for the logistics on a provincial level
  • Represent the province in key stakeholder meetings
  • Providing a strategic support service to the Province
  • Develop policies to improving service to the brokers
  • Facilitate escalated queries from all stakeholders
  • Manage & negotiate SLAs with various stakeholders
  • Building relationship with all stakeholders (internal & external)
  • Support and implement the MDS sales strategy
  • Management of resource utilisation within the province
  • Facilitates personal development plan for Office Manager
  • Conduct performance evaluations for Office Managers
  • Provide training and support - Franchises /Consultancy
  • Responsible for all Operational Issues in Province
  • Develop Operational Plan for the Province
  • Make sure that Managers follows HR processes
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Developed and implemented strategies to maximize customer satisfaction.

MULTIPLY PORTFOLIO HEAD

MOMENTUM SERVICE CENTRE
DURBAN
06.2018 - 12.2018
  • Leads 4 Service Managers looking after above areas
  • Making sure daily operations runs smoothly
  • Daily managing of Sales Campaigns with area Manager
  • Weekly and Monthly Reporting to Manco
  • Giving support to Service Managers
  • Assist in making monthly call center targets
  • Deal with escalations queries from clients/brokers
  • Making sure staff is properly trained
  • Selection and Placement of new staff
  • Service Managers performance management
  • Assist in turning Leads to Sales
  • Coaching Service Managers
  • Collaborate with other Momentum product houses

SERVICE MANAGER (Multiply & Executive Contact Centre & Webchat Team)

MOMENTUM DISTRIBUTION SERVICES (MDS)
PRETORIA
08.2016 - 05.2018
  • Managing Call Centre agents
  • Daily allocation of work per agent
  • Weekly reports to the Portfolio Head
  • Making sure that agents reach their daily targets
  • Agent's daily performance management
  • Compiling monthly shift list
  • Managing daily resource in case of absenteeism
  • Sending clients survey regarding service
  • Build relationship with brokers and inhouse branches
  • Assist webchat team with queries by coaching online
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Analyzed service reports to identify areas of improvement.
  • Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
  • Established team priorities, maintained schedules and monitored performance.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
  • Resolved customer complaints in professional and timely manner.
  • Coordinated with other departments to maintain streamlined and productive workflow.
  • Collaborated with sales teams to develop comprehensive service packages tailored to individual client needs.
  • Implemented customer feedback system to gather insights and identify areas for service improvement.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.

SERVICE MANAGER (New Business)

MOMENTUM DISTRIBUTION SERVICES (MDS)
DURBAN
11.2015 - 07.2016
  • Facilitating KYC & Compliance Audits for Brokers
  • Assist new business agents and service manager with compliance and KYC related queries
  • 2IC to Portfolio Head (New Business)
  • Analyzed service reports to identify areas of improvement.
  • Developed and maintained positive relationships with customers to build rapport and trust.

OPERATIONS MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
PRETORIA
09.2010 - 10.2015
  • Please refer to current position
  • Managing JHB, Freestate, Eastern Cape & Northern Cape Office Managers

REGIONAL ADMIN MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
PIETERMARITZBURG
04.2008 - 08.2010
  • Pietermaritzburg, Newcastle, Port Shepstone & Empangeni
  • Updated reports, managed accounts, and generated reports for company database.
  • Improved office efficiency by implementing streamlined administrative processes and procedures.
  • Managed sensitive information discreetly, ensuring proper storage and disposal practices were followed at all times to maintain confidentiality compliance standards.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Managed complex calendars, coordinating meetings and appointments to maximize executive availability and effectiveness.
  • Developed and implemented improved filing systems for enhanced order and accuracy.
  • Improved employee satisfaction by developing and instituting comprehensive training program for new hires.
  • Conducted regular performance reviews to identify areas for improvement and develop action plans for administrative staff.
  • Managed vendor contracts and relationships, ensuring high-quality services and timely delivery of office supplies.
  • Fostered positive work environment, organizing team-building activities that improved interdepartmental communication.
  • Created organized filing system to manage department documents.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.

REGIONAL SECRETARY

MOMENTUM DISTRIBUTION SERVICES (MDS)
DURBAN
08.2000 - 03.2008
  • DURBAN
  • Supported executive team members with scheduling, travel logistics, and expense reporting for optimal productivity.
  • Served as the primary point of contact for internal and external inquiries related to regional operations, providing timely responses and resolutions when needed.
  • Prepared monthly reports on departmental performance metrics to inform management decision-making processes.
  • Developed comprehensive meeting agendas and took detailed minutes to ensure effective communication among team members.
  • Managed filing system, entered data and completed other clerical tasks.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
  • Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
  • Supported company leaders by managing budgets, scheduling appointments and organizing itinerary.
  • Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
  • Transcribed and organized information to assist in preparing speeches and presentations.
  • Increased office participation in special events by creating newsletter with detailed calendars and other office updates.

Education

High School Diploma -

THOKOANA HIGH SCHOOL
PHUTHADITJHABA
01.1991 - 12.1991

NATIONAL HIGHER DIPLOMA - ADMINISTRATION

DURBAN UNIVERSITY OF TECHNOLOGY (DUT)
DURBAN
01.1995 - 1997.01

DIPLOMA - BUSINESS MANAGEMENT (NQF LEVEL 6)

UNIVERSITY OF SOUTH AFRICA (UNISA) – CENTRE FOR BUSINESS MANAGEMENT
DURBAN
01.2008 - 12.2008

BBA - STRATEGIC MANAGEMENT

UNIVERSITY OF SOUTH AFRICA (UNISA) - CENTRE FOR BUSINESS MANAGEMENT
PRETORIA
01.2013 - 12.2013

MANAGEMENT DEVELOPMENT PROGRAMME - MANAGEMENT

GORDON INSTITUTE OF BUSINESS SCIENCE (GIBS)
PRETORIA
01.2016 - 12.2017

MMI LEADERSHIP PROGRAMME - PEOPLE MANAGEMENT

RHODES UNIVERSITY BUSINESS SCHOOL
PRETORIA
06.2019 - 08.2020

Skills

  • Arranger & Executor

  • Communicator

  • Analytical and paying attention to details

  • Project Management

  • Planning and Coordinating

  • Networking Skills

  • Interpersonal Skills

  • Analytical Thinker

  • Proactive Problem Solving/Decision Making

Contactdetails

0764003113, khomotsomakhathe@gmail.com

Personal Information

  • Date of Birth: 01/03/75
  • Driving License: Yes – Code 10

Currentaddress

547 Lighthouse Road, Bluff, Durban

Timeline

OPERATIONS MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
07.2020 - Current

MMI LEADERSHIP PROGRAMME - PEOPLE MANAGEMENT

RHODES UNIVERSITY BUSINESS SCHOOL
06.2019 - 08.2020

OPERATIONS MANAGER (NORTH PROVINCE)

MOMENTUM DISTRIBUTION SERVICES (MDS)
01.2019 - 06.2020

MULTIPLY PORTFOLIO HEAD

MOMENTUM SERVICE CENTRE
06.2018 - 12.2018

SERVICE MANAGER (Multiply & Executive Contact Centre & Webchat Team)

MOMENTUM DISTRIBUTION SERVICES (MDS)
08.2016 - 05.2018

MANAGEMENT DEVELOPMENT PROGRAMME - MANAGEMENT

GORDON INSTITUTE OF BUSINESS SCIENCE (GIBS)
01.2016 - 12.2017

SERVICE MANAGER (New Business)

MOMENTUM DISTRIBUTION SERVICES (MDS)
11.2015 - 07.2016

BBA - STRATEGIC MANAGEMENT

UNIVERSITY OF SOUTH AFRICA (UNISA) - CENTRE FOR BUSINESS MANAGEMENT
01.2013 - 12.2013

OPERATIONS MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
09.2010 - 10.2015

REGIONAL ADMIN MANAGER

MOMENTUM DISTRIBUTION SERVICES (MDS)
04.2008 - 08.2010

DIPLOMA - BUSINESS MANAGEMENT (NQF LEVEL 6)

UNIVERSITY OF SOUTH AFRICA (UNISA) – CENTRE FOR BUSINESS MANAGEMENT
01.2008 - 12.2008

REGIONAL SECRETARY

MOMENTUM DISTRIBUTION SERVICES (MDS)
08.2000 - 03.2008

NATIONAL HIGHER DIPLOMA - ADMINISTRATION

DURBAN UNIVERSITY OF TECHNOLOGY (DUT)
01.1995 - 1997.01

High School Diploma -

THOKOANA HIGH SCHOOL
01.1991 - 12.1991
KHOMOTSO ZONDIOperations Manager