Nokuthula Joy Maloka
Germiston
Summary
I’m an insurance professional with over a decade of experience who genuinely enjoys working with numbers and finding insights in data. Collections, in particular, fascinates me because it’s fast-paced and always presents new challenges, perfect for someone who thrives on solving problems and improving processes. I get a real sense of accomplishment from creating solutions that make life easier for the company, customers, and colleagues.
I’m always looking for ways to grow, which led me to recently complete my MBA. The journey has given me a fresh perspective on strategy, leadership, and decision-making. It’s been a game-changer, helping me approach challenges with a big-picture mindset while staying focused on practical results.
Overview
17
17
years of professional experience
Work History
Collections Business Partner
AIG South Africa and AIG Life SA
05.2021 - Current
- Responsible for leading the full Collections function for South Africa, including overseeing the SA Collections Shared Services Centre in Manila. This role involves managing the end-to-end collections process for over $30 million in premium receivables, with a focus on reducing aged debt, improving cash flow, and minimizing bad debt exposure.
- Direct Reports (3), Shared Service centre team (16), Total staff (19).
- Partners with senior stakeholders, finance, and underwriting teams to ensure alignment on collection strategies and deliver accurate, timely financial reporting.
- Committed to leadership excellence by coaching and developing team members, empowering them to perform at their best and achieve their goals.
- Works closely with Country, Zonal Business leaders, including CFO and Regional Stakeholders, and Shared Service Centre Senior Management to ensure support of Policy services and Collections tasks across Commercial & Consumer Lines Provides onsite management and decision-making for South Africa
- Manage and work closely with the local office and the business to ensure all credit targets meet or exceed the requirements set by Corporate and Regional directives
- Co-ordinate and manage bad debt (FAS5) provisions
- Monitoring Goals & Objectives for the respective teams
- Act as SME for South Africa/AIG Shared services
- Responsible for all Receivables reporting for South Africa
- Guide query management and remedial action following Receivables SLA
- Support and implement ongoing Optimization initiatives
- Represent Receivables on all business-related projects
- Communicate with EMEA Receivables management on key objectives and business performance
- Ensure adherence to all Compliance, regulatory and SOX requirements
- Managed strategic partnership initiatives to drive measurable outcomes and deeper relationships with cross-functional teams.
- Prepare and present reports on the status of projects and initiatives.
- Collaborate with colleagues and support staff to maximise team efficiency.
Collections Manager
Safrican Insurance Company
09.2018 - 04.2021
- Successfully introduced new technologies and automated processes, including implementing a debit order system, automating the receipting and allocations process, which improved payment collections, reduced manual work, and boosted overall efficiency.
- Streamlined the refund process and eliminated the process of printing documents by going paperless.
- Established a dedicated cancellations division within the collections department to streamline processes, improve efficiency, and enhance account management.
- Introduced performance management with the team.
- Ensuring that the correct premium due is collected using all methods of collection
- Working with clients directly to ensure that all payments by clients are duly received on time
- Ensuring that all premiums received are allocated to the correct schemes and the correct members
- Overseeing the cleanup of unallocated premiums ensuring that there are targets established and put in place
- Ensuring that the correct pre-debit is raised, and adjustments are reflected accurately so that the overall debtor’s book reflects the correct balances
- Review and approve material adjustments
- Monitoring the age Analysis and ensuring that the debtors' ageing does not exceed 60 days
- Monitoring the follow-up of all outstanding debtors and ensuring that proof of follow-up is documented and retained
- Ensuring that all required documentation is prepared for the cancellation of schemes, and partnering with the Compliance department to ensure that PPR and TCF are practiced concerning scheme cancellations
- Ensuring that the process of writing off long outstanding debt is initiated and that ensure that the agreed-upon approval framework is adhered to
- Providing weekly updates on the status of the age analysis and the progress on follow-ups
- Monitoring the sending of arrear letters and contacts (via telephone, email, SMS) with the client is done
- Ensuring that monthly reconciliations are prepared for all schemes that explanations are provided, and follow-up is done for all reconciling items
- Working closely with the Policy Administration department (Membership department) to ensure that amendments to existing membership data
- Submission of monthly reporting including management reporting and accounts file to Finance department
- Performing data analytics, trend analytics and providing explanations/ interpretations
- Ensuring that processes are continuously reviewed to allow for efficiencies
- Ensuring monthly performance management is done on all collections staff members
- Ensuring that KPIs are communicated and measured quarterly
- Arranges regular training with the collection staff to ensure that there is continuous learning on new processes and industry changes
- Coaching and mentoring of staff on an ongoing basis
- Initiating projects within the department
Accounts Receivable Lead
AIG South Africa
04.2015 - 08.2018
- Successfully migrated administrative functions to Shared Services (Manila)
- Implemented monthly Broker Visits with Credit Controllers
- Successfully integrated the Account Handlers to the profit centres, which assisted in terms of reducing queries and ensuring that premiums due are paid on time
- Achieved a satisfactory audit from Internal Audit
- Monitoring the Receivables exposure, both value & item count, to assist in the reduction of the over terms of trade in all areas
- Manage war room targets and reporting processes for the local country, ensuring targets are maintained in line with regional requirements
- Define and measure Goals and Objectives for Account Handlers
- Monitor broker performance and address any issues with respective Business Development Managers
- Ensure that all queries are dealt with following Receivables SLA and that any complaints are addressed in line with company policy
- Efficient and accurate management of intercompany reporting & collection process
- Monthly authorization and sign-off against all Write-Offs within approved limits
- Allocate broker accounts within Account Handlers
- Ensure that all manual month-end adjustments are completed promptly
- Control that all bank transactions are recorded, and cash is applied timely and accurately
- Ensure compliance with local country-specific SOS for receivables
- Monitor broker performance and address any issues directly with the local country management and assist in the resolution of broker issues
- Maintain KPIs as a tool to monitor and manage the receivables
- Responsible for testing and acceptance of financial system upgrades
- Review and ensure that all major brokers are prepared on a timely basis
- Month End Close off
- Distribution of Ageing Analysis to Profit Centre on a biweekly basis holding PC meetings with Credit Controllers and underwriters
- Ensuring that Recons are done every month
- Submitting AR Pack to EMEA office monthly
- Submitting AR SI numbers to EMEA monthly
- Presenting to the Credit Committee meetings on AR ageing analysis and issues concerning AR
- Authorisation of payments
- Holding book reviews once per quarter
- Communicating with the IT department regularly on systems improvements
- Performing any ad hoc duties AR related for both South Africa and EMEA
- Holding book reviews with the credit controllers
- Ensuring that staff gets training needed in order for them to fully perform and excel at their job functions, by liaising with HR on training programs
- Training and Overseeing Shared Services as an SME Book value +/- 500 million
Accounts Receivable Supervisor
AIG
04.2013 - 03.2015
- Came up with a solution to a premium confirmation process, whereby the claims department was able to do premium confirmation on their own without contacting the account handlers
- This reduced about 100 premium confirmation requests per day to only 5, which were for complex claims
- This enabled the account handlers to utilize their time on their core function, which is credit control
- Created a central distribution email address for the credit control team as none existed previously
- Worked with Striata and the IT department to implement email statement distribution to commercial brokers
- Formed a cash project where South Africa had the highest unallocated cash in the EMEA region
- Due to the project, we were able to bring down cash by 90% in 3 months
- I was part of the AR-TOM where certain functions were off shored to another country
- My role was to train the Shared Services team and oversee the go-live process
- Monitoring the Receivables exposure, both value & item count, to assist in the reduction of the over terms of trade in all areas
- Manage war room targets and reporting processes for the local country, ensuring targets are maintained in line with regional requirements
- Define and measure Goals and Objectives for Account Handlers
- Monitor broker performance and address any issues with respective Business Development Managers
- Ensure that all queries are dealt with following Receivables SLA and that any complaints are addressed in line with company policy
- Efficient and accurate management of intercompany reporting & collection process
- Monthly authorization and sign-off against all Write-Offs within approved limits
- Allocate broker accounts within Account Handlers
- Ensure that all manual month-end adjustments are completed promptly
- Control that all bank transactions are recorded, and cash applied timely and accurately
- Ensure compliance with local country-specific SOS for receivables
- Monitor broker performance and address any issues directly with the local country management and assist in the resolution of broker issues
- Maintain KPIs as a tool to monitor and manage the receivables
- Responsible for testing and acceptance of financial system upgrades
- Review and ensure that all major brokers are prepared on a timely basis
- Month End Close off
- Distribution of Ageing Analysis to Profit Centre on a biweekly basis holding PC meetings with Credit Controllers and underwriters
- Ensuring that Recons are done every month
- Submitting AR Pack to EMEA office monthly
- Submitting AR SI numbers to EMEA monthly
- Presenting to the Credit Committee meetings on AR ageing analysis and issues concerning AR
- Authorisation of payments
- Holding book reviews once per quarter
- Communicating with the IT department regularly on systems improvements
- Performing any ad hoc AR-related duties for both South Africa and EMEA
- Holding book reviews with the credit controllers
- Ensuring that staff gets training needed in order for them to fully perform and excel at their job functions, by liaising with HR on training programs
- Training and Overseeing Shared Services as an SME
- Book value +/- 500 million
AR Regional Credit Controller
AIG
06.2012 - 03.2013
- AR month-end close-off
- Monthly Recons
- Preparing SA Stats
- Preparing Central Region Stats (comprises of 21 Countries)
- Preparing AR position Presentation for New York
- Analyses of the ageing analysis and discussing with the Team Leaders on the outstanding
- Communicating with Profit Centres regarding Receivables
- Preparing South Africa's Receivables report to the EMEA Region
- Preparing and Presenting Receivables position to the Credit Committee
Team Leader Travel Credit Controller
Chartis
02.2010 - 06.2012
- Maintained the travel receivables to 95% under 30 days for the whole time I was travel team lead
- Worked with Striata and the Marketing department to create a new body for our standard emails used to distribute debtor and commission statements to brokers/agents
- Worked with the A&H department and Call centre to streamline processes, which assisted in terms of maintaining our receivables 95% under 30 days
- Ensure that all cash is receipted and allocated
- Ensure that all refunds and commissions are paid out
- Handling of queries and assisting travel credit controller with difficult queries
- Develop statistics (Age analysis) bi-weekly and report to management concerning the ageing of accounts
- Following up on accounts that have aged by taking the appropriate action
- Liaise with different internal departments concerning Travel matters
- Reporting to the Accounts Receivable Manager
- Handling of Chargeback’s from different Bank Institutions
- Book Value R45million
Credit Controller
AIG
08.2008 - 01.2010
- Receipt and allocate payments
- Pay out refunds and commissions
- Handling of queries
- Ensure that all outstanding items do not age by collecting monies when they are due
- Liaise with different internal departments concerning travel matters
- Report to management concerning troublesome accounts
- Worked on a project with the call centre to streamline the receipt and allocation of funds.
- Created a separate bank account for receiving travel premium.
- Cleared the outstanding debt of 500k. Leaving the book at 100% of debt sitting within 30 days of inception.
Claims Subrogation Clerk
AIG
02.2008 - 07.2008
- Managing paper files
- Initiating the process of Recovery
- Sending Letter of Demands to 3rd parties
- Following up on 3rd parties and liaising with their Insurers
- Processing excess payment to client upon successful recovery
- Initiating legal proceedings by handing over file to attorneys
Education
MBA - Business Administration And Management
The Gordon Institute of Business Science
Johannesburg05.2025
Post-Baccalaureate Diploma - Business Administration
The Gordon Institute of Business Science
Johannesburg04.2023
Bachelor of Arts - Psychology
University of The Witwatersrand
Johannesburg11.2002
Skills
- Strategic planning
- Operations management
- Financial acumen
- Stakeholder engagement
- Account management
- Client relationship management
- Data analysis
- Conflict resolution
Timeline
Collections Business Partner
AIG South Africa and AIG Life SA
05.2021 - Current
Collections Manager
Safrican Insurance Company
09.2018 - 04.2021
Accounts Receivable Lead
AIG South Africa
04.2015 - 08.2018
Accounts Receivable Supervisor
AIG
04.2013 - 03.2015
AR Regional Credit Controller
AIG
06.2012 - 03.2013
Team Leader Travel Credit Controller
Chartis
02.2010 - 06.2012
Credit Controller
AIG
08.2008 - 01.2010
Claims Subrogation Clerk
AIG
02.2008 - 07.2008
MBA - Business Administration And Management
The Gordon Institute of Business Science
Post-Baccalaureate Diploma - Business Administration
The Gordon Institute of Business Science
Bachelor of Arts - Psychology
University of The Witwatersrand
Similar Profiles
Katherine J. O’HaraKatherine J. O’Hara
Life New Business Case Relationship Manager at AIG Life insurance CompanyLife New Business Case Relationship Manager at AIG Life insurance Company
Aby Gaelle Mombo YembitAby Gaelle Mombo Yembit
Quality Assurance Analyst at AIG Life InsuranceQuality Assurance Analyst at AIG Life Insurance
Sipho ShelembeSipho Shelembe
Product Manager at MTN SA - EBU (Mobile Telephone Networks - South Africa Enterprise Business Unit)Product Manager at MTN SA - EBU (Mobile Telephone Networks - South Africa Enterprise Business Unit)