NAKEDI GETRUDE PILANE

• Company Overview: Financial Service, Insurance, Funeral service and Manufacturing
• Executive Director on the Board
• Reporting to the Group Chief Executive Officer
• Member of the following Board Committees: Executive Committee, Social and Ethics Committee, Actuarial and Risk Committee
• Chairperson of the following Executive Sub-Committee: Insurance Product Development Committee and Business Unit Exco
• Responsible for 3 business units ( Shared value and sustainability, Business Incubation and Innovation and Financial Services subsidary)
• Develop and implement organizational strategies to achieve set goals and objectives and secured long-term success.
• Work closely with organizational leadership and board of directors to guide operational strategy.
• Manage a diverse team of professionals, fostering a collaborative work environment for increased productivity.
• Develop strategic partnerships with key stakeholders to expand the organization''s reach and influence.
• Guide staff through periods of organizational change, maintaining morale and engagement during transitions.
• Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
• Champion of diversity, equity, and inclusion efforts within the organization to create a more inclusive work environment.
• Build and maintain strong teams by hiring and training qualified staff to create positive and productive work environments.
• Drive strategic improvements to enhance operational and organizational efficiencies.
• Optimize operational workflows, reducing overhead costs and maximizing resource allocation.
• Strengthen internal communication channels to facilitate cross-functional collaboration and decision making.
• Oversee financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
• Represent organization to local public by giving presentations and speeches and participating in community events.
• Exercise appropriate cost control to meet budget restrictions and maximize profitability.
• Implement innovative marketing strategies to raise brand awareness and drive revenue growth.
• Foster work culture of collaboration and inclusion to increase morale and reduce turnover.
• Increase organizational efficiency by streamlining processes and implementing new systems.
• Collaborate with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.
• Align department vision, goals, and objectives with company strategy to achieve consistently high results.
• Negotiate contracts with vendors, securing favorable terms while adhering to budgetary constraints.
• Development and Implementation of the Group ESG framework
• Set up two new subsidiaries for the AVBOB Group
• Development and implementation of a lending and Savings business for the Group
• Development and implementation of the AVBOB Rewards Programme under the Member value Subsidiary

• Company Overview: Insurance
• Reporting to the Group Executive Director Marketing and Sales and a member of the Group Executive Committee
• Responsible for Insurance product development. Chaired the Insurance Product Commitee. Actuarial Product and Pricing reported under this portfolio.
• Responsible for insurance sales, infrastructure, resourcing, process improvement, control, HR, Operating model, product development and product pricing
• Implement a sales strategy with objectives, goals and actions to support the Society’s strategic thrusts over the short, medium and longer term
• Managing a staff complement consisting of:

- 9 x National Senior sales and Operations Distribution Managers

- 1 x Product Development Actuary

- 15 x Insurance Administration Managers.

• Expansion of the insurance division footprint and in cooperation with the GM: Market analysis, product development and pricing and profitability of alternate distribution channels
• Improve the operational systems, processes and policies in support of the Society's mission - specifically, support better management reporting, information flow and management, business process and organisational planning
• Provision of systems for design, planning, control and improvement in sales processes
• Implement a product lifecycle plan to include proper market analysis, product changes or development, and pricing and profitability
• Ensure that distribution channels are properly equipped with systems, processes and procedures to be effective
• Plan, implement and maintain a training plan in cooperation with HR to ensure that all insurance staff are well equipped in terms of knowledge, skills and competencies and according to regulatory requirements
• Implementation and control of systems, processes and equipment at insurance offices to improve efficiencies
• Plan and manage all capital and operational budgets in cooperation with the GM: Insurance Sales
• Ensure the operational effectiveness in terms of systems, software, leads and the generation of leads
• Forecast sales and budgeting for ins brokers, group schemes and call centres
• Manage group scheme, sales divisions, Digital, Retail and call centres
• Developed and implemented strategies to increase sales and profitability.
• Formulated policies and procedures to streamline operations.
• Managed budget development, forecasting, and financial reporting processes to track progress towards organizational objectives accurately.
• Monitored financial performance, set budgets and controlled expenses to provide financial stability and long-term organizational growth.

• Company Overview: Insurance
• Reporting to the Group General Manager and a member of the Group Executive Committee
• Managing a staff complement consisting of: 6 Provincial Managers (direct reports), 3 Group Managers (direct reports), 24 Area Managers, 358 District Managers and 32 Broker Consultants
• Managing multiple sales teams and branches on a National scale
• Managing 4 Distribution channels (Tied agent channel, Independent Broker channel, Group Schemes and Direct marketing)
• Managing new business development to ensure earnings growth
• Managing the performance of Provincial Managers and providing the necessary coaching
• Managing operational requirements to ensure efficiencies
• Forming part of the following Committees: Product Development Committee, Actuarial Committee, Group Executive Committee, Insurance and Administration Committee
• Managing escalated Ombudsman queries and client complaints
• Developing remuneration models to drive high performance and sustainability
• Growing the branch footprint through a development models
• Implementing customer retention strategies for the sales channels
• Managing the recruitment of sales teams and new Independent Financial Intermediaries
• Analyzed customer feedback data to identify areas of improvement and develop solutions.
• Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
• Developed and implemented new operational procedures, streamlining daily tasks and improving overall efficiency.
• Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.

• Company Overview: Insurance
• Participated as a member of the ECM Executive Committee
• Managing a staff complement of 15 direct reports and 79 indirect reports, consisting of: 3 Sales and Service Support Consultants, 10 Regional Operations Team Managers, 2 Management Information Analysts, 79 Service Agents Nationally
• Responsible for managing all aspects of sales support operations to 92 branches Nationally
• Facilitating all aspects of the contracting process
• Developing and facilitating induction programmes suitable for the different sales channels
• Developing and implementing training requirements on new products to the sales force
• Developing technology infrastructure to improve service efficiency to the sales force
• Developing an automated contracting process
• Managing all processes around commissions
• Managing the resolution of system failures
• Minimising interruptions to the sales process as far as possible
• Managing the on-boarding of channel sales staff
• Responsible for managing all aspects of National branch service centre operations for 24 branches
• Managing client walk-in centres on a National scale
• Managing all aspects of customer service delivered by service agents
• Managing SLAs of services rendered and productivity levels
• Keeping track of waiting times and improving turnaround times and service delivery
• Assessing the customer database to establish where to open new service centres
• Assessing the need and practicality of any future sales growth in the area
• Managing a centralised back office processing centre for new business and servicing existing clients
• Ensuring new business processes are aligned to the sales growth strategies in terms of capacity planning
• Ensuring productivity and quality measures are aligned to business objectives
• Monitoring and minimising risks as far as possible
• Managing the fraud prevention strategies
• Developing key functional objectives aligned to the business’ strategic objectives
• Managing the implementation and operationalisation of strategic objectives
• Developing and implementing operational strategies to suit sales channel strategies and promote sales growth
• Ensuring effective, consistent and timeous service delivery to internal clients
• Conducting analysis into processes and systems in place
• Ensuring the effectiveness of systems and processes in place to support service delivery
• Implementing effective processes to reduce cost and the duration of projects, and to optimise all aspects of operations
• Ensuring projects are completed in accordance with Liberty’s policies and procedures, and ensuring all legislative requirements are taken into account
• Building and maintaining relationships with different stakeholders and business units
• Ensuring strict adherence to service level agreements and contractual obligations
• Managing and optimising reporting functions
• Managing all management information (MI) used by sales channels and operations divisions
• Developing effective on-boarding processes for all sales channels
• Managing all escalated management queries and Ombudsman complaints
• Managing ongoing operational branch support
• Managing a staff complement
• Responsible for staff performance management, to ensure optimal productivity
• Handling functions related to cost centre management
• Managing all training requirements for the business unit
• Managing various projects and strategies, such as: Managing the development and provision of Management information project for Emerging Consumer Markets, Managing the delivery of daily sales dashboards, Managing the delivery of quality and quantity management tool for sales managers, Managing the development of automated reporting on outstanding premium reports for retention purposes
• Developing a Sales Support strategy and a team to support the strategy
• Developing a seamless automated contracting process for all sales channels
• Developing the ECM operating procedure guides
• Insurance

• Company Overview: Insurance
• Appointed as Head of Emerging Consumer Markets - Independent Broker channel
• Reporting to the Divisional Director of ECM
• Managing a staff complement consisting of: 4 Branch Managers (direct reports), 7 Broker Franchise Principals (direct reports), 14 Broker Consultants, 5 Branch Co-coordinators
• Managing multiple sales teams and branches on a National scale
• Managing new business development to ensure revenue growth
• Ensuring targets are met by Liberty branches in terms of sales growth
• Managing the performance of Branch Managers and providing the necessary service support
• Implementing and ensuring adherence to business unit strategies
• Managing operational requirements to ensure all needs are met
• Forming part of the Product Development Committee
• Ensuring sales teams understand Liberty products
• Ensuring products are competitive in the market
• Ensuring sales teams meet all requirements in terms of compliance
• Managing Broker contracting and ensuring compliance with requirements
• Managing escalated Ombudsman queries and client complaints
• Developing remuneration models to drive high performance and sustainability
• Growing the branch footprint through a franchise model
• Implementing retention strategies within the Broker division
• Managing Broker debt through a debt management policy
• Managing the recruitment of sales teams and new Brokers
• Insurance

• Company Overview: Insurance
• Appointed Head of Channel Integration, responsible for Liberty’s ECM segment
• Reporting to the Divisional Director
• Managing a special business retention project for the company
• Managing the implementation of management information within the Emerging Markets Sales Teams, across 4 channels
• Driving change management functions
• Implementing campaigns promoting customer centricity
• Ensuring retention strategies are aligned with the profitability of the organization
• Implementing remuneration models that will drive the improvement of client retention
• Implementing business measurement tools
• Allowing sales channels to effectively manage their business units
• Insurance

• Company Overview: Insurance
• Reporting to the Head of Broker Division as 2IC
• Providing operational support to the Broker Division
• Implementing business unit retention strategies
• Ensuring efficient product training is delivered
• Ensuring sales teams comply with all policies and requirements
• Managing Broker contracting and compliance
• Monitoring debt and implementing debt management policies
• Implementing Qlikview MIS into the channel
• Handling Ombudsman queries and client complaints
• Managing branch escalations to the different supporting back offices
• Managing the commission processes
• Contracting new Brokers
• Providing training and operations support to the outsourced call centres
• Insurance

• Company Overview: Insurance
• Reporting to the Head of Operations
• Managing the daily operations of multiple teams
• Managing administrative support to a Broker unit of 640 in the region
• Managing client walk in centres regionally, in Limpopo, Mpumalanga, North West and Gauteng North
• Coaching and developing Team Leaders to ensure optimal productivity
• Managing 6 Team Leaders with a minimum of 6 Service Agents each
• Implementing effective business unit strategies
• Managing change management functions
• Auditing service processes to ensure compliance with standards
• Maintaining and ensuring adherence to service standards
• Managing and ensuring adherence to the annual budget
• Attending to and resolving escalated queries from branches
• Insurance