Ludwe Solwandle

Key Tasks and Accountabilities:

1. Operational management and efficiencies

• Collaborate with and provide functional or technical expertise for a designated function to support the Head: Service Support in the development and implementation of the business plan.
• Translate the business strategy for Service Support into operational plans, projects, best practice activities for the designated function.
• Link strategy to departmental initiatives and communicate and embed the business plan objectives with the team.
• Responsible for day-to-day operations and management of the people and function to set, execute and achieve the tactical objectives for the function.
• Make operational decisions for the function or department in line with the delegation of authority.
• Design and implement metrics to reflect operational performance and efficiency; benchmark competitive performance measures and use tangible, historical information tracking
• Determine, create and track performance criteria and establish a balanced scorecard of operational measures.
• Build buy-in and enthusiasm for Service Support goals and vision across teams and functional boundaries and levels.
• Responsible for quality assurance standards and achievement in the function.
• Responsible for ensuring adherence to organisational policies and procedures.
• Responsible for the management of risk within and through the operational processes of the function or department.

2. Financial Management and Reporting

• Assist and support the Divisional Executive: BSC with budgeting;Provide information and data for the compilation of the annual budget for the designated function.
  Manage and monitor the Opex budget for the function
• Report financial performance against agreed financial budgets and targets.
• Responsible for operational and performance reporting i.e. productivity and metrics of efficiencies. achievement of targets, SLAs and whether achieved within budget.
• Ensure reporting is executed in accordance with the requirements of the Divisional Executive: Business Support Centre (BSC).

3. Client Experience

• Create brand advocates by creating a client-centric culture and providing world-class service.
• Drive and implement continuous improvement initiatives.
• Share improvement insights as opportunities for continuously improving the client experience.

4. People Management; responsible for managing the team as per the Capitec leadership behavioural framework to achieve the functional and departmental objectives and requirements:

Recruitment:

• Agree people headcount and budget with Divisional Executive: Business Support Centre (BSC)
• Collaborate with Talent Acquisition to recruit people in line with Service Support's future fit vision.

Development:

• Responsible for building a cohesive team and creating an environment in which learning and development are emphasized;Take responsibility for coaching and mentoring others.
  Effectively delegate authority and responsibility, in line with business objectives, to ensure the empowerment, motivation and effectiveness of all direct and indirect reports.
  Encourage team communication, resolve issues raised by the team, escalate issues if required, and provide feedback to teams on an ongoing basis.
  Create a culture of co-operation and teamwork, collaboration, supportiveness, ownership and accountability that strives for excellence, is output driven and flexible, innovative and challenging, efficient and effective.
• Create an engaging, enabling and productive work climate aligned to the employee value proposition.
• Attract and retain talent through positive employee relations and leadership.
• Assist with talent review sessions and succession planning in conjunction with the Head and drive talent management, ensuring a pipeline of ‘ready now' talent for future opportunities in the team, division and organisation.

Reward & Performance:

• Responsible for conducting Goal Plan contracts and performance review discussions with team members, including regular one-on-one feedback sessions, mid-year and final performance reviews, as well as the moderation and relative distribution of all reviews for the team.
• Conduct calibration to check that fair performance assessments are concluded in line with the values and principles outlined in the Performance Standard.
• Actively reward performance by creating incentives and opportunities that show individual and team contributions are valued.

5. Stakeholder Management

• Be a key point of contact for Service Support internal and external stakeholders
• Identify internal and external stakeholders and agree their criticality and appropriate engagement method with the Divisional Executive: BSC
• Create and maintain effective relationships with stakeholders.
• Develop and maintain a thorough understanding of stakeholders' deliverables (aligned to book of work) and agree on supporting activities.
• Provide weekly updates / status as contracted with the stakeholders and manage stakeholder communications.

Drive tactical planning and management to ensure that operations

Performance areas (Sales, profit, people, efficiency and service) are

Achieved.

Drive effective execution of sales and operational activities to achieve

Business growth through a team of regional managers (7) and branch

Managers (43).

Drive business innovation and performance within the operational

network.

Align business unit tactical plans and activities with the overall sales and

operational objective.

Build and maintain strong relationships with internal and external stakeholders, to ensure excellent service.

Ensure pro-active management of divisional expenses and budgets.

Ensure leadership development and management of teams

Develop and ensure implementation of operational plans and

processes.

Ensure adherence to all operational processes and procedures.

Ensure effectiveness and efficiency of all operations.

Build and maintain strong relationships with stakeholders, to ensure excellent service.

Responsible for operational practices and procedures of the business.

Develop methods to measure department performance and ensures that development/improvement programmes are in place where necessary.

Manage both direct and indirect resources whose functions include: development of plans, process impact and redesign, change management, communication, training and continuously improve implementation capability.

To understand and clarify the business unit's value chain. Provide feedback on operational functions.

Deliver against aggressive operational cost targets..

• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
• Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
• Accomplished multiple tasks within established timeframes.

• Leveraged data and analytics to make informed decisions and drive business improvements.

Ø Understand and drive the agreed business plan and targets through analysis and monitoring of performance

Ø Management of Detailed Branch Visit principles - Drive accurate root cause analysis, Draft quality action plans, Drive implementation of action plans

Ø Performance Management - Setting realistic and stretch targets to achieve business objectives, manage the alignment between DBV results and individual performance management, drive appropriate performance management measures for continuous improvement, , monitor BM interventions in managing people

Ø Leadership and Guidance - Lead by example to keep teams motivated and energised, drive optimal use of company learning processes, i.e... Effective Team Learning Session (TLS) Session, e-Learning and implementation, communicate to provide direction and lead change in the region

Ø Client Acquisition - Partner with Employer Sales and Brand activation, drive the quality and completion of Employer Sales and Brand activation telemarketing and drive Branch Manager Presentations

Ø Service – create and entrench service culture, drive the application of the Behavioral and Service Model in the region, monitor service times and ensure acceptable “look and feel” branch standards

Ø Effective Resource/ Capacity Management – ensure sufficient staff levels at all times

Ø Succession management - Manage talent pools for succession to achieve required objectives and within the timeframes

Ø Ensure adherence to company process (flow), policy and risk management

Ø Complete transactions, that is, work on the system to serve clients.

• Boosted brand growth by devising strategic network and marketing tactics.
• Introduced cost-saving initiatives to reduce losses and increase profit margin.

• Identified and analyzed project risks and developed mitigation strategies.
• Instructed personnel on specific changes to parameters, effectively communicating required alterations to workflow.
• Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
• Increased customer satisfaction by implementing improved processes that addressed service delivery issues.Systems and process critique with a team of Ops/Regional

and branch managers and executives

Process redesign, Implementation of improved systems

Implementation of Key Performance Indicators (KPIs) Management training sessions accompanied by our People Solutions trainers

Measurement of client activities through specific observation techniques

Skills training programmes for operators Reorganisation of work areas to retain best practice changes "Coaching" client management at all levels

Active participation in weekly project progress and major milestone meetings

Drive branch operational and growth objectives in order to

maximize profitability

Drive unique Capitec Bank client service experience

Drive performance and service culture in branch

Coach and energize team members

Plan and implement marketing plans

Coordinate arrears and sales processes

Coordinate branch administrative processes

Involved in buying and selling short term automated trading

models.
Research and identify trading strategies and methods leading to greater profit and income for clients.
Recommend ideas crucial for improving mathematical theories and postulate new ones.
Increase computer usage to access data and generate reports using spreadsheet software.
Evaluate financial risks and decide on important daily task of an Equity Trader based on available data.
Attain thorough knowledge about stock market terms and trading practices.
Ensure all trading transactions comply with government laws and policies to avoid law suits and other penalties.

Staff Development & Training, Executing Controls, Ensuring

Optimum Service Levels are reached, Adhering to company policy and procedures, Achieving monthly targets in turnover and compiling daily, weekly and monthly reports