Lukho Hlati
Senior Opertaions Manager
86 Pioneer Place, Rivergate, Cape Town
Summary
Over 17+ year of BPO experience within the Utilities and Insurance sector, having worked across inbound and outbound sectors, with vast experience on Digital, Customer Service, Collections and Claims.
Adept at driving operational excellence and business improvement, I significantly enhanced team productivity and customer satisfaction at EXL Services. With a strong foundation in project management and strategic planning, my leadership fosters a culture of accountability and continuous improvement, leveraging analytical skills to achieve organizational goals.
In 2023 I launched Women@EXL SA - An initiative aimed to drive equality and diversity within the organization, tackling socioeconomic issues encountered by women in a work place.
I am also a member of the Diversity and Inclusion Council and part of the Employment Equity Council within EXL
Overview
18
18
years of professional experience
Work History
Senior Operations Manager
EXL Services
07.2024 - Current
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
Operations Manager
EXL Services
12.2021 - Current
- 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 hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
Operations Manager
DBC International
05.2015 - 06.2021
- Department - BES Utilities
- Collections
- Customer Service
- Change of Tenancy
- Webchat Backoffice (incl. Correspondence)
Operations Manager
WNS Global Services
05.2015 - 05.2019
- Department - British Gas - Customer Service
Team Leader
WNS Global Services
02.2011 - 05.2015
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Department - Vodacom and British Gas
Team Leader
Nimble
10.2009 - 02.2011
- Department - Collections
- Responsible for Learnership Programmes facilitated with SETA Cape Town
Collections Agent
Nimble
06.2008 - 10.2009
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Exceeded monthly targets consistently as a result of strong negotiation skills combined with effective account management strategies.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Negotiated to collect balance in full.
Collections Agent
Edcon Group
03.2007 - 06.2008
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Counseled debtors on payment options and arranged installment agreements.
Education
Office Management & Technology - Status Incomplete
UNISA
Skills
Project Management
Accomplishments
In my journey as an Operations Manager I have also been awarded for Best Collaboration with External Stakeholders (WNS), and Best Performing Division (WNS & EXL Jumio)
Hiking, Reading & Writing
- In 2023 I facilitated a Women@EXL SA Hike across EXL, which saw participation across EXL Verticals, P&C, L&A and EBU. This event was held at Constantia Nerk
Additional Information
References;
- Mr I Milne - WNS - 0842118260
- Mr K Florence - WNS - 0720242492
- Mrs Y Fagodien - EXL - 0832576184
Timeline
Senior Operations Manager
EXL Services
07.2024 - Current
Operations Manager
EXL Services
12.2021 - Current
Operations Manager
DBC International
05.2015 - 06.2021
Operations Manager
WNS Global Services
05.2015 - 05.2019
Team Leader
WNS Global Services
02.2011 - 05.2015
Team Leader
Nimble
10.2009 - 02.2011
Collections Agent
Nimble
06.2008 - 10.2009
Collections Agent
Edcon Group
03.2007 - 06.2008
Office Management & Technology - Status Incomplete
UNISA
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