Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Linda Khanye

Linda Khanye

Manager, Systems and Operations Enablement
Johannesburg

Summary

Accomplished senior leader with 10+ years of experience in Fintech, Telecoms, Business Process Outsourcing, and Banking. Currently excelling as a Systems and Operations Enablement Manager in Corporate Investment Banking (CIB), consistently surpassing service delivery targets and fostering a high-quality service culture. Proven track record of driving significant financial improvements through cost-saving processes and performance enhancements, while expanding departments by over 100% to achieve organizational success. Eager to leverage strategic planning, financial management, and team leadership skills in a senior management role to drive growth, optimize performance, and enhance stakeholder value.

Overview

15
15
years of professional experience

Work History

Manager, Systems and Operational Enablement

Standard Bank
01.2025 - Current
  • Oversee successful project implementation, adhering to IT PMO-defined governance standards throughout the project lifecycle.
  • Analyze and resolve escalated front-line process and systems issues, ensuring alignment with Commercial Banking clients' needs, processes, systems, and procedures.
  • Build and manage project plans and schedules, including formal project closure, documentation submission, and lessons learned.
  • Conduct and facilitate user acceptance testing (UAT) for processes and system enhancements, providing feedback for sign-off and formal handover of project items, including training and documentation.
  • Research and utilize existing intellectual property relevant to assigned project tasks, while identifying root causes of process and system problems using data analysis techniques.
  • Develop portfolio dashboards to monitor project delivery, interdependencies, and change impacts, collaborating with change specialists to create journey maps and communication plans.
  • Ensure accurate record-keeping, compliance with legislation, risk management, and alignment of changes with corporate values and goals.
  • Maximize existing information, processes, and tools before recommending new approaches, avoiding over-compliance and rework activities.
  • Escalate unresolved risks and issues to the project board with proposed solutions, ensuring valid business cases are obtained before starting new projects.
  • Manage project reporting cycles, stakeholder engagement, and scope changes through formal processes, while monitoring progress and addressing risks and concerns.
  • Identify and engage the correct project stakeholders at the appropriate level to ensure their involvement in the project.
  • Implement or oversee system enhancements and ensure scalability by leveraging work from development enhancements and integrate it into processes for Commercial Banking.
  • Manage project scope changes through a formal process, obtaining necessary approvals for material changes that impact timelines or costs.
  • Monitor project progress using defined schedules, costs, and metrics, ensuring alignment with management plans covering scope, time, cost, and quality.
  • Coordinate planning and execution activities for Commercial Banking, addressing risks and issues throughout the project lifecycle.
  • Develop or provide content for business cases to design or enhance systems and processes, ensuring alignment with Guidelines Review Group guidelines and subject matter expertise.
  • Recommend project changes with approval from project owners, and plan and schedule tasks and milestones to meet objectives.
  • Report on trends and developments that could impact business performance positively or negatively.
  • Work independently on well-defined deliverables, reviewing project dimensions, financials, and authorizations before commencing activities.
  • Support business during pilot periods and implementation phases, resolving risks or issues that could affect project delivery.
  • Track and manage requirements during execution, incorporating changes through established change management processes.
  • Monitor initiatives and stakeholder progress within Commercial Enablement and frontline activities.
  • Understand risk implications, business impact, and interdependencies during project execution and implementation.
  • Operate within the mandate of defined business cases, signed-off project scope documents, and formal project management methodologies.

Business Analysis and Solutions Manager

FNB Credit Card
04.2023 - 04.2024
  • Develop product requirements for the growing demand for technology to address challenges and inefficiencies within our clients.
  • Use IT technologies to increase business profitability within the framework of cost control.
  • Increase efficiency and make recommendations on ways to improve cost-effectiveness.
  • Provide exceptional service that surpasses clients' expectations by responding to inquiries within predetermined SLAs and using proactive, creative, and suitable solutions.
  • Contribute to business requirements and develop and oversee objective working relationships with a variety of stakeholders, including end users, SMEs, project managers, and senior staff members.
  • Coordinate and convey system requirements to relevant parties, such as developers, business analysts, and testers.
  • Offer sensible advice and consulting services based on customer & client needs, current information & trends analyses.
  • Identify new solution opportunities and communicate to cognizant groups.
  • Collaborate and communicate with the leadership team on the identification and execution of key initiatives directly related to supporting category and corporate strategic opportunities that impact systems.
  • Formulating and implementing effective strategic plans and annual operating plans for assigned business units which will achieve established profit goals.
  • Coaching / developing my team to maximize their efforts.
  • Organize, assist, oversee, and lead internal meetings and events, including the development of the agendas and schedules.
  • Coordinate cross-business unit activities that relate to assigned products.
  • Provide status reports and act as coordinator on projects relative to business units.
  • Ensure that there is complete and accurate reporting to the South African Reserve Bank.
  • Liaise with the Currencies and Exchanges team to ensure that the bank is compliant with the required reporting.
  • Compile timeous reporting for MANCO and EXCO forums.
  • Analyse and comment on technical and functional requirements.
  • Keep track of modifications to laws, rules, programs, and pertinent industry practices. Make sure the right interventions are written and put into action.
  • Verify adherence to audit standards.
  • Explore methods to continuously enhance the calibre of current systems, procedures, and services to increase efficiency.

Service and Support Manager

FNB Commercial Merchant Services
05.2020 - 03.2023
  • Manage the Merchant Services National Call Centre. This comprises of 1st Line Technical Support for Low Touch Accounts, 2nd Line Technical Support, Problem Management and Quality Assurance.
  • Manage the Merchant Services Specialized Support and Corporate Desk. This comprises of Corporate Accounts, High Touch Accounts, FNB Switch Merchants, Fuel Accounts.
  • External switches: Innervation, Concord, Eccentrics and Figment.
  • Managing a staff complement of +/- 80 in total.
  • Manage activities ensuring levels are maintained, training is provided and company standards are met.
  • Planning, organization, and leadership of staff.
  • Drive significant growth and profitability in the context of cost management.
  • Establish, align, and manage target and budget goals whilst ensuring effective control of costs for a range of functional areas to increase cost efficiency.
  • Develop a service culture that builds rewarding relationships, proposes innovations, and allows others to provide exceptional client service.
  • Cultivate and manage objective working relationships with a variety of stakeholders, including end-users, SMEs, project managers and senior staff members.
  • Monitor and manage the resolution of customer complaints and ensure resolution of escalated customer and staff complaints.
  • Maintenance of expert knowledge on specific products, pricing, application procedures, processing, and timelines to drive and achieve relevant product and service targets.
  • Maximize cross-sell opportunities and strengthen client relationships.
  • Prepare business communication that is of a professional standard.
  • Develop and implement a comprehensive service strategy and plan to deliver on customer needs/expectations.
  • Comply with governance in terms of legislative and audit requirements.
  • Ensure efficiency of service productivity and performance in the Call Centre.
  • Coordinate and facilitate all approved strategic projects.
  • Develop materials and documentation including minimum standards, templates, guidelines, FAQs, and processes.
  • Develop a deep understanding of the technical trends, market, competition, and trends in the market.
  • Research and identify new entrants in the relevant industries (mobile, payments, finance, etc.) and assess opportunities and threats.

National Contact Centre Manager

GPT - a Division of Bidvest Protea Coin
04.2019 - 04.2020
  • Manage new installations between the Company, Supplier and Customers.
  • Build and retain strong and scalable inter-personal relationships with relevant Service Account Manager.
  • Escalate internally all SLA concerns within Operations.
  • Be the subject matter expert on assigned accounts and associated service management principles.
  • Ensure sound knowledge of the Customer Account Plan and services section of the contract.
  • Fulfil the role as the SME for any Service Account Manager, Operations, and Company executive queries.
  • Manage individual customer requests to the Service Desk as transmitted by the ETPIs, email systems or telephony system, ensuring that all calls are answered within the specified timeframe and are responded to with professionalism.
  • Track and ensure calls prioritized by the Service Account Managers for the assigned accounts are executed quickly by the field.
  • Work with the planned teams to ensure that Project Call Management deadlines are met.
  • Work with the planned teams to ensure that planned scheduled work is managed and that deadlines are met.
  • Manage departmental budget and ensure that expenses are within budget.
  • Ensure that all services are delivered in line with the customers' contracted SLA requirements.
  • Manage customer quotes process and performance.
  • Ensure the successful performance of direct reports, timeously correcting poor performance.
  • Ensure ongoing improvement in the training and development of direct reports.
  • Represent the Operations Division for all activities associated with assigned accounts.
  • Manage and coordinate the site visits, installation, and de-installation statuses and out-of-SLA calls on Axapta.
  • Manage 45 Call Centre operators (1st line and 2nd line technical support).
  • Conduct bi-annual performance appraisals and contract drafting.
  • Mentor learners that come into the Call Centre environment.
  • Manage call logging integrity and the dispatching of technicians.
  • Ensure reports and dashboard are submitted daily and monitor customer's SLA level.
  • Follow up on any outstanding queries.
  • Technical or IT industry experience although if you come from the cash/currency handling equipment industry (ATM, POS, etc.).
  • Managing and ensuring the Customer Escalation process is adhered to and actioned.
  • Provide daily and weekly feedback on all Implementation statuses of the Company, Supplier and Customers.
  • Attend meetings as requested with Customers and action assign activities within the given time frame.
  • Manage all billable and quote activities and ensure the completion.
  • Manage all courier billing and invoices.
  • Monitor the stock levels of machines for cash.
  • Manage WEB on New Installation and decommissioning.
  • Manage Asset register on the server and paper trail.
  • Improve and document Contact Centre processes.
  • Provide Monthly Management Information Systems on Contact Centre and Cash Acquiring.
  • Assist the National Business Service Manager when required with Service and Support functions.

Product Support Team Leader

Altech NuPay
06.2015 - 03.2019
  • Query resolution: Assisting all business areas with general and specialized query resolution.
  • Managing the query system and all product-related issues logged on the query system.
  • Ensuring that proper investigations are done.
  • Ensuring that queries and issues are resolved in the agreed time frames.
  • Ensuring that quality feedback (including a detailed explanation of the problem/resolution) on all related product queries logged is provided.
  • Documentation & Content Management: Creating, Maintaining, and publishing all products related information and documentation.
  • Process mapping using tools such as MS Visio and other in-house tools.
  • Product improvement: Working closely with the product improvement team to ensure direct improvement to products from a resulting query.
  • Month End Administration: Completing month-end management processes.
  • Production Monitoring: Working closely with the senior management to monitor production data and analyze trends and potential risks for the business.
  • Providing senior management with daily, weekly, and monthly statistical and progress reports.
  • Supporting Role: Providing support to the product improvement team as and when required.
  • Training Support Role: Maintaining product knowledge to promote the product effectively within all business areas.
  • Responsible for training the various business units on all areas of the product.
  • Present product information using training aids available.
  • Attending and assisting in promotional exhibitions, road shows, and industry conferences (as and when required).
  • Use Acceptance Testing: Perform UAT on all product-related developments.
  • Testing all system enhancements straight through to implementation.
  • Testing all new development requirements before implementation takes place.
  • Supporting the development department with pre and post-implementation testing of live systems.
  • Ensuring all testing standards are maintained.

Operations Supervisor/Acting Call Centre Manager

Bytes People Solutions
12.2012 - 06.2015
  • Monitor the Team's performance against agreed standards, addressing performance issues with the relevant team Leaders in line with company policy.
  • Collate accurate and relevant statistical data regarding the agents' performance and distribute accordingly.
  • Design and deliver tactical incentives and rewards and recognition programs to drive individual/team performance.
  • Manage, motivate, and develop +/-160 Call Centre consultants to deliver the company's objectives and targets while ensuring that all Teams have personal development planning to optimize performance and achieve all business KPIs.
  • Operate a flexible approach to change, positively consult and communicate with the team and the wider operational functions to effectively implement and embed agreed changing initiatives, to deliver improved effectiveness and efficiency.
  • Responsible for running the Call Centre floor while on duty.
  • Ensure the Call Centre achieves/exceeds its targets in terms of service levels, abandon rates, and transfer rates.
  • Supporting the strategic objective of driving revenue and providing service excellence in the Call Centre.
  • Staff selection and interviewing for Call Centre staff.
  • Leadership and development of Call Centre staff and identification of training needs.
  • Focusing on improvements, processes and standards within the Call Centre.
  • Good understanding of Call Centre dynamics.
  • Achieve business objectives and customer satisfaction.
  • Oversee day-to-day operations of the Call Centre.

Customer Services Consultant

Bayport Financial Services
11.2011 - 12.2012
  • Receive calls from customers and assist the customers with their loan and cell phone accounts.
  • Access the account on Exactus.
  • Use various systems such as: XDS- for checking their credit, Bayfin- for the status of their loan application and RAM- for the delivery of cell phones and documents.
  • Liaise with external parties Vodacom and Cell C to assist the customers with their contracts.

Claims Assessor

Discovery Health
07.2010 - 07.2011
  • Receive claims from doctors and clients.
  • Interpret medical reports to identify functional limitations in line with the medical diagnosis and nominated occupation.
  • Assess relevant claims to ensure the appropriate case management interventions are applied and capturer on the system (Paradigm).
  • Capture the member number, practice number, referring practice number, ICD 10, referring ICD 10 codes.
  • Check if the member needs to be paid or not.
  • Verify any inconsistencies.
  • Capture 190 claims or more with a low error rate to meet the set target.

Education

Master of Information Technology - Information Systems

University of Pretoria

BSc Honors - Computing

UNISA

BSc - Computer Science

UNISA

Atleha Women in Leadership Programme - undefined

FNB Leadership Development
03.2021 - 8 2021

ITIL Foundations - undefined

Bytes People Solutions

Skills

Team leadership

Interests

Health and fitness

Golf

Academics

Timeline

Manager, Systems and Operational Enablement

Standard Bank
01.2025 - Current

Business Analysis and Solutions Manager

FNB Credit Card
04.2023 - 04.2024

Atleha Women in Leadership Programme - undefined

FNB Leadership Development
03.2021 - 8 2021

Service and Support Manager

FNB Commercial Merchant Services
05.2020 - 03.2023

National Contact Centre Manager

GPT - a Division of Bidvest Protea Coin
04.2019 - 04.2020

Product Support Team Leader

Altech NuPay
06.2015 - 03.2019

Operations Supervisor/Acting Call Centre Manager

Bytes People Solutions
12.2012 - 06.2015

Customer Services Consultant

Bayport Financial Services
11.2011 - 12.2012

Claims Assessor

Discovery Health
07.2010 - 07.2011

Master of Information Technology - Information Systems

University of Pretoria

BSc Honors - Computing

UNISA

BSc - Computer Science

UNISA

ITIL Foundations - undefined

Bytes People Solutions

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Linda KhanyeManager, Systems and Operations Enablement