PEACE MADALANE

• Lead regional client service operations across Pretoria, Limpopo and Nelspruit branches within a regulated short-term insurance environment.
• Streamlined operations and prioritized tasks, which resulted in the branches being recognized as the most improved on all KPI's in FY2025.
• Manage 10+ dual functional service consultants delivering personal and commercial insurance products.
• Ensure SLA adherence, audit readiness, FAIS compliance and service governance across branches, achieving an average of 99% SLA on both calls and emails.
• Oversee risk controls, process adherence and regulatory requirements within client services.
• Conducted regular site visits to ensure alignment with corporate objectives and adherence to best practices in all aspects of regional operations.
• Managed customer escalations effectively, ensuring timely resolutions and minimizing negative impacts on client relationships.
• Enhanced regional service performance by implementing effective management strategies and streamlining processes.
• Fostered a positive work environment that encouraged employee engagement, leading to improved staff retention rates within the region.
• Optimized resource allocation for maximum productivity, achieving consistently high-quality service across the region.
• Collaborated with sales teams to identify upsell opportunities, contributing to increased revenue generation within the region.
• Established strong relationships with key stakeholders to drive collaboration and support business growth initiatives.
• Managed budgets effectively by controlling costs without compromising on service quality or staff motivation levels.
• Championed process improvements that resulted in decreased turnaround times for service requests while maintaining quality standards.

• Responsible for maintaining Business Continuity Plans (BCP), Disaster Recovery frameworks and operational resilience for the Momentum Insure.
• Strengthened risk mitigation processes and ensured regulatory readiness across service operations, achieving a 100% compliance score.

• Led short-term insurance retentions function across personal and commercial portfolios, focusing on persistency, lapse management and client lifetime value.
• Exceeded lapse ratio targets for five consecutive years through targeted retention strategies.
• Designed and implemented data-led retention frameworks improving policy persistency.
• Managed and developed Team Leaders and Retention Consultants.
• Owned departmental KPIs, forecasting, reporting and strategic planning.
• Collaborated with underwriting, claims and broker teams to close service gaps impacting retention.
• Reduced complaints by 90% through redesign of Pay-for-Performance model, impacting 150 employees.

• Led the end-to-end launch of a new Broker Service department supporting intermediaries during the migration from Alexandra Forbes, ensuring operational continuity and service stability.
• Designed and implemented the department’s operating model, including workflows, service standards, escalation frameworks, and governance controls.
• Successfully recruited and selected high-performing consultants aligned to broker service excellence and business objectives.
• Developed and delivered structured onboarding and technical training to equip staff with product, system, and intermediary support knowledge.
• Established department-specific KPIs focused on turnaround times, first call resolution, quality scores, and broker satisfaction.
• Appointed and developed Team Leaders for two newly formed teams, embedding a performance-driven and accountability-focused culture.
• Achieved strong operational results within the first year, exceeding performance expectations during a high-risk transition period.
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Earlier Career

• Internal Audit Coordinator – AML investigations, due diligence and regulatory compliance monitoring.
• Risk Retention Specialist – Cancellation management and competitive product analysis.
• Client/Sales Consultant – Inbound/outbound service, complaint resolution and policy servicing.