Kukama Sehole

Six Sigma Black Belt certification - 2KO (In-progress due complete end of 2025)

Six Sigma Green Belt certification -2KO

Big Data NQF 6 certificate- African Bank Academy

NQF 4 FAIS 120 Credits

Postgraduate Diploma in Managaement NQF 8 - Regent Business School

Diploma in Advanced Business Management - University of Johannesburg

FAIS RE 1 - Moonstone

Grade 12 - Lenasia South Secondary

• Project Lead implementing and operationalizing the transition from traditional quality assurance platforms to voice analytics technology for Direct Sales
• Project Lead implementing AnyWhere365 CRM system at PPS (Customer Service and Retentions department)
• Project Managing the restructure and centralization of Retentions and Credit Control at PPS
• Project Managing the implementation of a leads generation system at African Bank in Sales and Customer Service to enable cross-sell capability.
• Leading the onboarding of various call centre and campaigns at Standard Bank and FNB.
• Implementing QA and Coaching framework African Bank
• Project Managing - conceptualization and implementation of the new departments of the Retentions and Transactional Banking departments at African Bank

• African Bank, 06/01/22, Present, Direct Channel: Senior Manager Enablement, Managing as Multi-Disciplinary Department: Risk and Compliance, Quality Assurance department, Coaching, Learning and Development, Campaign Management and Call Centre Performance Analysis, Work Force Management, Call Centre IT support, Process Engineering department, Project and Change Management, Lead and develop a multidisciplinary team spanning: Quality Assurance & Coaching, Operational Risk & Compliance, Learning & Development, Contact Centre Analytics, Campaign Management, Project & Change Office, Process Governance (incl. SOPs & Scripts), Workforce Management (WFM) & Scheduling, Support frontline operations across voice and digital platforms (calls, WhatsApp, emails) through effective tools, process enablement, and performance insights., Accountable for the creation, maintenance, and optimization of standard operating procedures, customer scripts, and process maps across departments., Spearheaded cross-functional efforts to elevate the customer journey by embedding feedback loops, improving front-line capability, and removing pain points across contact touchpoints (voice, email, WhatsApp)., Partnered with frontline leadership to translate customer insights into actionable improvements, driving NPS/CSAT uplift through QA findings and L&D interventions., Introduced customer-centric coaching frameworks tied to customer sentiment data, ensuring agents deliver empathetic, compliant, and solutions-oriented interactions., Oversee Workforce Management & Scheduling, ensuring appropriate staffing, forecasting accuracy, and intraday operational responsiveness to meet service levels., Champion data-led improvements through real-time dashboards and deep-dive performance analysis, identifying bottlenecks and leading targeted interventions., Manage implementation of new tools, campaigns, and business changes, ensuring operational readiness and minimizing disruption to frontline teams., Deliver coaching and QA frameworks that directly enhance compliance, consistency, and customer outcomes., Collaborate closely with Sales and Retentions leaders to align support activities with conversion, revenue, and retention targets.
• African Bank, 02/01/19, 05/31/22, Direct Sales: Sales Enablement Manager, Campaign Management, Call Centre Performance Analysis, Project Management, Coaching, Launching new capabilities through incubation teams, Monitoring and enhance dialer, workforce, MI and processes to achieve maximum output of call centre solutions, Drive the enhancement and continuous improvement of dialer, processes, quality assurance, Set up new functions and capabilities, incubating teams, the creation of MI and training material, Communicate and effectively plan for new projects within the Call Centre and drive collaboration and effective engagement with Stakeholders across, Responsible for monthly call centre MI and communication of performance across the business, Data extraction and data validations of call centre MI, Provide insights on agent behavior, trends and identify opportunities for improvements across People, Process and Technology capabilities including cost saving opportunities, Project Implementation of new POC’s and ad-hoc campaigns, Manage risk and compliance for workforce, dialer management and MI, Driving implementation of new technologies in Direct Channels (Direct Sales, Customer Service and Back Office)., Managing Call Centre Technology systems- performance of the Dialer, CRM system, reporting systems and Quality Assurance and Insights capability systems, Responsible for drafting, updating and acquiring sign off call centre scripts, Management of the Coaching, Call Centre Analysts and departments, Project and Operational management of new departments (Retentions and Transactional Banking)
• PPS, 09/01/17, 01/31/19, Member Services, Retentions and Campaign Manager, Customer Service Call Centre, Retentions Call centre, Broker Relationship management Contact Centre and Project Management, Managing various teams with Retentions, Client Services and Credit Control teams., Working with cross-functional teams across the PPS group to deliver service according to the published service levels and quality standards, Ensuring service levels are benchmarked regularly against industry standards, Responsible for creating a unified online service experience for customers via Any365., Provide insights into and drive process automation opportunities across functional team within the PPS Group, Documenting the business requirements including cost benefit analysis where automation of processes are identified., Responsible for the Retentions Strategy for the PPS group, Responsible for the collections strategy for missed premiums and ensuring Credit Control deficit is reduced, Ensuring SLA’s are met, Optimizing various customer touch points for cross sell opportunities through leads generation across various teams., Responsible for the End to End Retentions process for Risk Products, Providing customer insights and recommendations to the business cancellation trends, customer churn
• FNB –Life, 10/01/16, 05/31/17, Channel - Relationship Manager (Call Centre), BPO relationship management Call Centre performance (Credit Life and Funeral), Managing outputs and the relationships of four outsourced call centres including the internal FNB call centre for distribution of FNB insurance products., Responsible for Credit Life Debt Protection Insurance Portfolio which includes the following Lending products: Credit Card, LifeStyle Protection, Overdraft and Revolving Loan, Mortgage Loan, Managing relationships between FNB-Life and outsourced channels, Design and implementation of the Quality Assurance process to adhere to regulatory requirements and provide business intelligence, Drive FNB Life strategy implementation of in outbound channels campaigns across various call centres, Responsible for leads strategy and distribution to get highest returns from leads and call centres, Responsible for driving profits and increasing base penetration of Debt Protection against the loans customer base, Creating SLA’s between internal and external stakeholders, Managing projects for the Credit Life Portfolio, Ensuring readiness of call centres for onboarding of new products, Responsible for ensuring that call centres adhere to Compliance Requirements such as TCF and mitigating business risks
• Standard Bank, 08/01/15, 09/30/16, Business Enablement Customer Contact Centre: Project Manager, Project Lead to the Head of Risk Shared Services in the Customer., Creation of contact centre capabilities across Service and Sales call centre desks, Managing Strategic Customer Contact Centre Projects, Managing Direct Sales Outsourcing Projects including running the portfolio, Responsible for Resource Management / Capacity Planning, Responsible for the successful delivery of Projects defined with allocated portfolio (DCS, CRC, Fraud and Card Risk), Responsible for the delivery of Continuous Improvement initiates, Effective Stakeholder engagement with Internal and External Stakeholders, Responsible for managing, coaching and developing Project Coordinators, Managing and maintaining contact centre sales and service processes, including guiding process engineers in drafting new business process, Updating of sales call guides to align to legislation, incorporate updates on product features including improving sales conversations, Responsible for Change Management for Projects
• Standard Bank, 07/01/14, 08/31/15, Direct Channel Sales Customer Contact Centre: Regional Sales Manager, Managing a outbound sales call centre consisting of 140 agents and 11 team leaders, Responsible for Savings and Investments, Current Account, Loans (credit card and revolving loans), Rewards Programme targets, Managing the implementation and maintenance of outbound dialer technology, Responsible for execution of the banks Contact Centre Outbound strategy, Effective Stakeholder Engagement with relevant Leadership within Customer Channels to ensure optimal use of Channel in support of the multi channel sales strategy, Drive a culture of Cross Sell, Right Sell and Lead Generation, Define and Implementation of a Sales Plan, Responsible for the overall, development and retention of relevant skills in order to meet the business needs, as well as ensuring a continuous pipeline to recruit from., Responsible for Resource Management / Capacity Planning, Responsible for Quality Assurance Targets for Compliance & Process is achieved
• Standard Bank, 01/01/14, 06/30/14, Value Chain Optimization Manager Customer Contact Centre, Project management of Direct Channel Sales initiatives, Being the interface between DCS and the rest of the business, Responsible for ensuring that DCS adheres to Risk and Compliance requirements, Drafting and updating Call Guides in accordance with various product and compliance requirements including providing insight on Quality Measurement tools, Managing run the bank projects that impact on DCS, Ensuring that sales teams have are geared and ready to take on new products, Responding and putting corrective action in place on any internal and external audit findings, Managing the relationship and communication between Work Force management, quality assurance and training and development
• Standard Bank (Inclusive Banking), 12/01/12, 01/31/14, Outbound Acquisitions Manager, Implements high-growth (new to bank) outbound acquisition plans for IB lending products., Ensure retention strategies that will optimise repeat book (at least 50% of portfolio)., Assists in the call centre channel growth., Design, introduce and maintain outbound measurement capabilities in conjunction with product owners., Formulate frameworks for the conduct of outbound sales incentives, Coordinate outbound lending strategies in consultation with product, marketing, sales, credit, finance, L & D and distribution., Drive, monitor and improve outbound direct marketing sales campaigns., Create SLAs (Service Level Agreements) with external and internal stakeholders., Research and analyse outbound initiatives to understand key business drivers, influences and competitor activities in order to optimise outbound sales., Accountable for direct income statement for all components relating to outbound lending, sales, balances, NII(Nett Interest Income), NIR Non Interest Income) and costs., Enable and support all outbound marketing, awareness and product positioning campaigns., Coordinate outbound lending strategies in consultation with product, marketing, sales, credit, finance, L & D and distribution., Ensures that outbound marketing initiatives are aligned to the target market and establishes and maintains an active presence in local markets., Monitor and manage sales against targets, tactical promotions, direct marketing, marketing and other scheduled activities.
• Discovery, 09/01/10, 12/31/12, Credit Card and Vitality Sales, Retentions Manager and Purple Card service and sales – Call Centre, Managing a call centre of 4 team leaders, 1 sales coach, 1 administrator and 25 – 30 consultants., Managing Vitality Card outbound operations, Conservations: Vitality and Discovery Card., Platinum Outbound: Up selling Platinum credit card and cross selling credit card value adds., High Premium Unit: Selling credit cards to high net clients whose life policy premiums are R 2000 and above., Managing efficiency of campaigns and sales targets, Conservations target per month: Vitality 40% conversion and 800 retained clients, 300 Vitality propensity engagements., Card 40% conversion and 300 retained card holders, 300 Card Propensity engagements., Platinum Outbound target per month: 1 200 value adds and bring in revenue of R 40 000 revenue per consultant., High Premium Unit target per month: 500 credit cards., Formulating and implementing Vitality and Card retentions and sales strategies., Sourcing profitable campaigns and leads for sales units and retentions., Developing sales scripts and Standard Operating procedures for outbound operations., Conducting and documenting root cause analysis of breaches concerning sales targets, quality, productivity and processes., Analyzing and tracking customer trends, the volumes and nature of complaints, providing feedback to relevant areas and monitoring that service failures are resolved within required turnaround times., Reporting to Vitality Card executives and product managers on customer trends and making recommendations on product and process improvements., Sourcing of outbound call centre technology and specifying requirements and making key recommendations., Implementing dialer and outbound campaign management technology., Coaching, training and development team leaders and consultants., Monthly reporting to key stake holders (Executives and Product managers)., Developing and signing off Quality assurance requirements’ for sales and retentions., Managing sales and retentions targets and productivity., Conducting regular call audits to ensure quality standards are met., Ensuring the sales and retention units are adhere to regulatory requirements., Workforce planning and recruitment., Management of discipline and grievances., Providing recommendations and sharing of expertise to improve and establish sales and retentions areas within other Discovery companies., Formulating SLA’s for Vitality and Card retentions and sales units., Adhering to business SLA’s., Formulating and implementing incentive structures for team leader and staff., Managing departmental budget., Forecasting of work volumes and planning workforce accordingly., Managing the relationship between outbound operations and other business areas such as back office (Admin, Finance and Data) and front office servicing., Conducting and presenting on research to ensure the outbound operations keeps abreast of industry best practice.
• Hollard, 09/01/08, 08/31/10, Sales Supervisor – Life Insurance Sales, Supervising a team a team of 20 sales agents., Managing and supervising campaign teams., Life Outbound team: Selling Personal Accident cover, Disability cover, Funeral Cover and Family Provider cover to Edcon clients., Campaigns’ team: Responsible for piloting new campaigns (Appliance Cover, Game and Gap insurance)., Driving sales., Life Outbound team target per month: 3 000 -4 500 policies depending on lead volumes allocated., Campaigns’ team target per month: depending on spec of the campaign., Coaching of sales consultants., Reporting and analyzing daily, weekly and monthly sales and productivity stats., Reporting on final campaign stats to the campaign manager, sales manager, account managers and general manager., Driving and monitoring of sales targets., Training and developing new and existing staff on sales techniques and administration processes., Motivating the sales teams., Conducting daily audits on sales recordings of sales team and the outsourced call centre., Assuring that the sales team adheres to quality assurance standards., Managing monthly budget allocated to sales team., Compiling monthly commissions for sales agents., Assistance in setting up of the new the Hollard call centre., Providing input on sourcing of campaign & dialer technology., Compiling training material and sales scripts., Scheduling of work shifts and adhering to service level agreements., Recruitment and interviewing of sales staff., Dealing with escalated queries and complaints.
• ABSA, 06/01/07, 08/31/08, Credit Card Sales Team Leader, Supervising a team of 16 inbound and outbound agents selling Momentum Save Thru Credit cards., Conducting daily call audits., Regular coaching of sales agents., Compiling daily, weekly and monthly statistics to both ABSA and Momentum stakeholders., Handling escalated queries., Coordinating training and assisting sourcing of call centre technology for satellite ABSA and Wine of the Month call centres Gauteng and Cape Town., Ensuring that the team adheres to service level agreements set by the Momentum/Absa joint venture., Scheduling of work shifts for sales team., Drafting and amending of sales scripts.
• Standard Bank, 09/01/05, 05/31/07, Collections Team Leader, Leading a team of 14 agents- collections on credit cards., Regular coaching of sales agents., Conducting daily call audits., Compiling daily, weekly and monthly stats. Agent KPI's.
• Momentum, 10/01/04, 08/31/05, Financial Advisor Short Term Insurance –Call Centre, Calling brokers to source leads., Servicing brokers by providing feedback on referrals and managing the relationship of assigned brokers., Calling prospective clients to sell short term (Car and household)., Achieving personal sales targets and ensuring call quality is maintained., 2IC in a team of 15 agents., Assisting team leader in compiling and sending daily stats to the team., Assisting in training new agents.