Nomsa Sithole
Operations Manager
Johannesburg
Summary
Seasoned Operations Manager and talented leader with 11 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Operations Manager
Capita SA
08.2021 - 12.2023
- Successful transition and operational development of 2 major UK brands to SA Outsource model from captive environments/BPO's
- Implemented strong performing sales through service strategy
- Transitioned 150 FTE Digital support client to SA during COVID pandemic, with initial customer sat metrics exceeding expectations
- Designated Project Operations Manager for minor business changes
- Operations Manager to circa 120 FTE
- Managed a brand-new Telecommunications campaign in SA with SLA's overachieved for 6 consecutive months
- Successfully managed 2 accounts with 5 lines of business in hybrid operational model.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Seconded Operations Manager
Capita SA
08.2018 - 08.2021
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Team Leader
Capita SA
09.2015 - 08.2018
- Implemented quality assurance measures to maintain consistency in customer interactions and service delivery.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
- Continuously sought opportunities for personal growth as well as professional development opportunities for the entire team.
- Coordinated cross-functional teams to deliver exceptional customer service in a fast-paced environment.
- Collaborated with management to develop strategies aimed at improving overall team performance.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
Team Leader
WNS
12.2013 - 09.2015
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Customer Care Coach
WNS
04.2013 - 11.2013
- Streamlined communication processes, resulting in improved collaboration between departments and faster resolution times.
- Focused on continuous improvement initiatives that led to a more efficient workflow within the department.
- Facilitated open discussions with staff to address concerns and provide constructive feedback on their performance.
Customer Service Advisor
WNS
10.2011 - 04.2013
- Reviewed customer feedback regularly, using insights to further enhance service delivery methods.
- Maintained high-quality service standards, ensuring positive customer feedback.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
Education
National Certificate - Generic Management: General Management Level 5
Deal Training
Cape Town11.2020
Matric -
McGregor Waldorf School
Western Cape12.2009
Skills
MICROSOFT WORDundefined
Personal Information
- Date of Birth: 02/24/90
- Nationality: South African
- Marital Status: Married
References
- SHREYAS PARAMESHWARAN, 0833259263
- COBUS CROUS, 0822979843
Timeline
Operations Manager
Capita SA
08.2021 - 12.2023
Seconded Operations Manager
Capita SA
08.2018 - 08.2021
Team Leader
Capita SA
09.2015 - 08.2018
Team Leader
WNS
12.2013 - 09.2015
Customer Care Coach
WNS
04.2013 - 11.2013
Customer Service Advisor
WNS
10.2011 - 04.2013
National Certificate - Generic Management: General Management Level 5
Deal Training
Matric -
McGregor Waldorf School
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