Masephokoana Lerato Mopeli
Midrand
Summary
Results-driven Operations Team Leader with 5+ years’ experience in high-volume, regulated environments, specialising in end-to-end process and queue management.
Proven ability to lead and develop high-performing teams, consistently delivering against SLA, productivity, and quality targets.
Strong expertise in workload planning, capacity optimisation, and ensuring accurate, timeous service delivery.
Skilled in quality assurance, compliance, and risk management, with a focus on SOP adherence and continuous improvement.
Analytical and customer-centric, leveraging data insights to enhance performance, strengthen stakeholder relationships, and drive operational excellence.
Overview
4
4
years of professional experience
Work History
Claims Operations Supervisor
Prime South Africa Insurance
09.2024 - Current
- Lead a high-performing team and drive consistency in meeting business objectives, and key performance targets through effective coaching and mentoring.
- Oversee end-to-end people management processes, address performance concerns, and foster a collaborative culture, aligned with HR policies.
- Manage daily operational workflows across multiple production queues to maximise resource utilisation and achieve throughput targets.
- Increased team productivity by 90% through daily performance tracking, coaching, and workflow optimisation.
- Maintained 100% compliance with internal controls, SOPs, and audit requirements across all managed portfolios.
- Successfully led and developed a team of 10+ consultants, with 5 team members recognised as top performers.
Evidence Gathering Professional
Prime South Africa Insurance
10.2022 - 08.2024
- Assisted the claims investigation team by gathering essential evidence for the claims validation process.
- Compiled and organised accident reports, ensuring all details were accurate.
- Provided critical documentation to the legal department during detailed investigations.
- Resolved customer escalations and complaints professionally.
- Engaged with customers to better understand their needs, and deliver excellent service.
Training Co-ordinator
Prime South Africa Insurance
10.2021 - 10.2022
- Designed and implemented training programmes tailored to organisational needs.
- Coordinated training sessions, overseeing scheduling, and participant communication.
- Evaluated training programme effectiveness and made adjustments for continuous improvement.
- Monitored employee progress in training programmes, providing feedback as necessary.
- Maintained training records to ensure compliance with relevant regulations.
Education
Bachelor of Commerce - Strategic Management
The IIE's Varsity College
Waterfall12.2021
High Certificate - x
The IIE's Varsity College
Waterfall12.2016
Short Learning Program - Project management
The IIE's Varsity College
Waterfall12.2015
National Senior Certificate - Grade 12
Blue Hills College
12.2013
Regulatory Exam (RE5) - Pending
Moonstone – Business School of Excellence
05.2026
Skills
- Leadership and people development
- Operational and queue management
- Analytical thinking and problem-solving
- Quality-driven
- Decision-making and accountability
- Communication and relationship management
- Data analysis
- Strategic planning
- Compliance tracking
- Service quality assurance
References
- Marichen van der Walt, Prime South Africa Insurance, Manager, 082 387 0007
- Madelyn Hackart, Prime South Africa Insurance, Manager, 082 536 6195
Websites, Portfolios and Profiles
http://www.linkedin.com/in/masephokoana-lerato-mopeli-3232448b
Timeline
Claims Operations Supervisor
Prime South Africa Insurance
09.2024 - Current
Evidence Gathering Professional
Prime South Africa Insurance
10.2022 - 08.2024
Training Co-ordinator
Prime South Africa Insurance
10.2021 - 10.2022
Bachelor of Commerce - Strategic Management
The IIE's Varsity College
High Certificate - x
The IIE's Varsity College
Short Learning Program - Project management
The IIE's Varsity College
National Senior Certificate - Grade 12
Blue Hills College
Regulatory Exam (RE5) - Pending
Moonstone – Business School of Excellence