Paradzayi Nesbert Mangava

Accomplished professional with proven expertise in optimizing client experience and increasing satisfaction/retention by devising and implementing effective strategies. Proven organizational leader with meaningful experience across various industries; track record of fostering company growth through effective leadership and mentoring services. Instrumental in driving sales growth, aligning operations with performance scorecards, and providing valuable market insights for product enhancements. Skilled in leading high-performing teams and leveraging data-driven insights to ensure delivery of exceptional service in fast-paced environments. Proven ability to achieve sustainable business growth, increase customer retention rates, and maintain service levels above industry standards. Expert in risk management, customer retention, and streamlining activities to enhance service levels and transform departments into revenue centers.

• Developed and Supervises a team of 90 high performing staff members.
• Collaborated with a team of three colleague, in the development and implementation of an "Innovation Pitch Off" initiative.
• Achieving Retentions and Upselling targets by introducing new skills development, through regular training and coaching.

Institute of Management Development (IMD)

Institute of Insurance South Africa (IISA)

Institute of Marketing Management (GSM - IMM)

• Head Client Services, Absa Insurance Company, South Africa, 2019-01-01, Present, Manage daily operations of short-term insurance customer services department. Ensure operations alignment with performance scorecard along with coordinating departmental activities for optimal resource utilization and streamlined processes. Administer risk through effective processes, control requirements, and risk management frameworks. Assure team comprehension of compliance requirements, regulatory obligations, business continuity management, health and safety standards adherence, and risk event logging. Prepare routine reports for Manco & Exco meetings and fulfill ad hoc reporting requirements.Achieving retention performance rate above industry standard, surpassing the target rate of 70%.Enhanced and maintained service levels above 85% by implementing best practices.Fostered company growth and succession plans by leading and mentoring management team.Enhanced performance by creating/implementing customer service objectives, strategies, and procedures.Supported product enhancements and development by providing valuable insights on market and customer needs in coordination with internal stakeholders.Achieved sustainable growth in business performance, including growth in Gross Written Premium (GWP) and policy acquisition, in accordance with market standards.Transformed servicing department from cost to revenue center and implemented standardized upselling on every customer interaction.
• Sales Manager, Absa Insurance Company, South Africa, 2013-01-01, 2019-01-01, Oversaw sales call center operations, including business processes, recruitment, training, performance development plans, coaching, mentoring, and reward and recognition programs. Nurtured dealer and contract relationships for effective channel and lead generation management. Led projects along with marketing initiatives such as SEO and open day exhibitions. Ensured compliance with regulatory requirements, including fitness/adherence of financial advisors/compliance with financial advisory standards. Monitored advisors and departmental quality performance.Initiated retention, upselling, and premium collection functions in 2018.Conceptualized and contributed to development of organization's digital product in 2016.Developed and implemented CRM tool to manage upselling, collection, and retentions in 2018.Managed sales target setting, monitoring, and achievement of sales units and revenue targets on daily, weekly, monthly, and yearly basis.
• Business Developer, Alexander Forbes Insurance, South Africa, 2009-01-01, 2013-01-01, Administered corporate and client relationships, including conducting group presentations to corporate staff, providing one-on-one consultations, and ensuring regular communication for strong rapport. Maintained and updated lead generation matrix by providing routine pipeline reports that reflect leads, quotes, and sales. Facilitated training initiatives for new team members, including peer training, regulatory compliance, insurance standards, and professional guidelines/ethics.Exceeded all key performance targets in alignment with organization's sales objectives.Surpassed annual sales target up to 1% during 2012 by implementing robust strategies.Played key role in launch of Commercial product and successfully achieved target of year 2013.Supported targeted quotation goals by sourcing ample number of leads generating opportunities.
• Sales Management, Outsurance, South Africa

• Transition to Business Leadership, Institute of Management Development (IMD) Lausanne, Switzerland
• Fintech Master Class, North-West University (NWU) NW, South Africa
• RE1 (Key Individual), Moonstone, South Africa
• RE5 (Regulatory Exam), Moonstone, South Africa
• FAIS Credits (32), FirstRand STI, South Africa

Widely read business related and current affairs, regularly.

Cycles every Saturday with fellow club members, either in races or just training.

Enjoy playing with kids, casually cycling, playing chess and visiting places.

Avidly supports Arsenal and watch their games all the time.   

• Head Client Services, Absa Insurance Company, South Africa, 2019-01-01, Present, Manage daily operations of short-term insurance customer services department. Ensure operations alignment with performance scorecard along with coordinating departmental activities for optimal resource utilization and streamlined processes. Administer risk through effective processes, control requirements, and risk management frameworks. Assure team comprehension of compliance requirements, regulatory obligations, business continuity management, health and safety standards adherence, and risk event logging. Prepare routine reports for Manco & Exco meetings and fulfill ad hoc reporting requirements.Achieving retention performance rate above industry standard, surpassing the target rate of 70%.Enhanced and maintained service levels above 85% by implementing best practices.Fostered company growth and succession plans by leading and mentoring management team.Enhanced performance by creating/implementing customer service objectives, strategies, and procedures.Supported product enhancements and development by providing valuable insights on market and customer needs in coordination with internal stakeholders.Achieved sustainable growth in business performance, including growth in Gross Written Premium (GWP) and policy acquisition, in accordance with market standards.Transformed servicing department from cost to revenue center and implemented standardized upselling on every customer interaction.
• Sales Manager, Absa Insurance Company, South Africa, 2013-01-01, 2019-01-01, Oversaw sales call center operations, including business processes, recruitment, training, performance development plans, coaching, mentoring, and reward and recognition programs. Nurtured dealer and contract relationships for effective channel and lead generation management. Led projects along with marketing initiatives such as SEO and open day exhibitions. Ensured compliance with regulatory requirements, including fitness/adherence of financial advisors/compliance with financial advisory standards. Monitored advisors and departmental quality performance.Initiated retention, upselling, and premium collection functions in 2018.Conceptualized and contributed to development of organization's digital product in 2016.Developed and implemented CRM tool to manage upselling, collection, and retentions in 2018.Managed sales target setting, monitoring, and achievement of sales units and revenue targets on daily, weekly, monthly, and yearly basis.
• Business Developer, Alexander Forbes Insurance, South Africa, 2009-01-01, 2013-01-01, Administered corporate and client relationships, including conducting group presentations to corporate staff, providing one-on-one consultations, and ensuring regular communication for strong rapport. Maintained and updated lead generation matrix by providing routine pipeline reports that reflect leads, quotes, and sales. Facilitated training initiatives for new team members, including peer training, regulatory compliance, insurance standards, and professional guidelines/ethics.Exceeded all key performance targets in alignment with organization's sales objectives.Surpassed annual sales target up to 1% during 2012 by implementing robust strategies.Played key role in launch of Commercial product and successfully achieved target of year 2013.Supported targeted quotation goals by sourcing ample number of leads generating opportunities.
• Sales Management, Outsurance, South Africa

• Transition to Business Leadership, Institute of Management Development (IMD) Lausanne, Switzerland
• Fintech Master Class, North-West University (NWU) NW, South Africa
• RE1 (Key Individual), Moonstone, South Africa
• RE5 (Regulatory Exam), Moonstone, South Africa
• FAIS Credits (32), FirstRand STI, South Africa

Widely read business related and current affairs, regularly.

Cycles every Saturday with fellow club members, either in races or just training.

Enjoy playing with kids, casually cycling, playing chess and visiting places.

Avidly supports Arsenal and watch their games all the time.