Ray Voigt
Windhoek
Summary
Highly motivated Digital Service Manager, currently pursuing a Bachelor of Commerce with majors in Project Management and Business Intelligence. Over 14 years of experience in the digital banking sector, including 8 years in management. With a proven track record of leading technical functions on the Online Banking Enterprise platform, enhancing customer experience, and driving adoption. Skilled in transitioning from traditional to digital channels, implementing robust onboarding processes, and educating customers on digital services. Excellent communication, presentation, and interpersonal skills, with a strong focus on teamwork and assertiveness. With a deep understanding of the financial sector, specifically in the Digital Banking space, project life cycle, and project management principles. Committed to fostering a culture of sharing, valuing differences, and always doing the right thing. While being deeply invested in taking initiative and being a leader, with a strong belief in the power of insight and creativity to unlock value.
Overview
16
16
years of professional experience
2
2
Certification
2
2
Languages
Work History
Digital Channels Service/Operations Manager
First National Bank of Namibia
2016.07 - Current
- Demonstrated a strong track record in driving growth and profitability through effective cost management and service excellence. successfully implemented systems and processes that improved service levels within digital banking, aligning with service excellence goals.
- Implemented an Email Management System (PEMS) in 2017 to track all client queries centrally, enhancing customer satisfaction by facilitating efficient issue resolution. This implementation, along with other platform optimizations, reduced customer service turnaround time by 90% and improved the onboarding process for new clients.
- Shown commitment to environmental sustainability by implementing a paperless environment in the commercial digital space. Managed a team of specialists responsible for testing the online banking enterprise platform and mobile app, ensuring optimal performance and uptime.
- Cultivated rewarding relationships and developed a service culture that fostered innovation and exceptional client service. Clarified the business unit’s value chain and developed optimal service delivery procedures. Translated strategic plans into executable initiatives, aligning them with key performance indicators to support the organization’s strategic vision.
- Ensured compliance with governance, legislation, and audit requirements, identifying and mitigating operational risks. Spearheaded operational efficiencies and improved customer experiences by continuously improving processes and procedures. Managed service level agreements to ensure cost containment and improve business decisions.
- Oversaw fraud prevention and developed operational practices and procedures to meet schedule and business requirements. Successfully planned and executed campaigns, maintaining operational accountability for all campaign executions.
- Contributed to the development and execution of the business unit strategy through the implementation of the People Strategy and operational objectives. Planned and managed performance, skills development, employment equity, talent, and team culture. Contributed to the recruitment of team members and ensured compliance with equity requirements and agreed procedures. Managed my personal development to increase skills and competencies for my managerial function and future leadership growth opportunities.
Commercial Online Banking Sales and Support Specialist
First National Bank of Namibia
2012.09 - 2016.06
- Successfully driven digital channel sales and support, resulting in a increase in customer adoption and satisfaction. Proactively promoted and marketed digital payment solutions, leading to an increase in customer acquisition and revenue growth.
- Provided second-tier support to the digital channel’s helpdesk, contact center, and branches, resolving complex issues and ensuring a seamless customer experience. Actively cross-sold FNB transactional products and services, enhancing overall customer satisfaction.
- Followed up on new leads, nurturing relationships and converting prospects into loyal customers. Cultivated and managed working relationships with various stakeholders, fostering collaboration and driving business growth.
- Consistently met and exceeded performance targets, achieving revenue growth year on year. Communicated effectively through appropriate channels and procedures, ensuring clear and timely information flow within the organization.
- Provided exceptional after-sales service, following up with customers to ensure satisfaction and address any concerns or issues. Conducted training sessions for newly appointed staff members on digital platforms, promoting digital literacy within the organization.
- Actively participated in systems testing, ensuring the reliability and functionality of digital platforms. Identified, documented, and implemented business processes within the department, streamlining operations and improving efficiency.
Digital Helpdesk Consultant
First National Bank of Namibia
2010.04 - 2012.08
- Consistently handled customer requests with urgency and accuracy, meeting service level agreements. Maintained a thorough knowledge of current financial products and services, enabling me to share accurate information with clients. Aided in successful onboarding of new online banking users through clear guidance and personalized support.
- Stayed up-to-date with industry trends and security best practices, providing informed advice to customers on safeguarding their accounts. Proactively contacted clients regarding important account updates or changes, ensuring their awareness of vital information. Demonstrated strong multitasking capabilities by navigating multiple internal systems simultaneously while assisting customers. Recognized for consistently providing exceptional customer service, resulting in numerous positive feedbacks from clients. Assisted clients in navigating the online banking platform, leading to increased usage and efficiency. Contributed to an increase in cross-selling success by identifying potential product or service needs among clients during interactions.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities. Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients. Managed client relationships through regular check-ins and updates on project progress.
- Enhanced communication among team members, fostering a collaborative and supportive work environment. Created and developed detailed work plans to meet business priorities and deadlines.
Retail Sales Associate
INCREDIBLE CONNECTION
2008.05 - 2010.03
- Demonstrated excellent customer service skills, greeting customers, assisting with product selections, and resolving any issues professionally. Maintained a clean and organized store environment, enhancing the overall shopping experience.
- Effectively managed inventory, stocking merchandise, processing shipments, and restocking as needed. Monitored the sales floor and merchandise displays, ensuring they are in presentable condition and taking corrective action when necessary.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly. Developed strong relationships with repeat clients, leading to increased loyalty and return visits.
- Consistently met and exceeded monthly sales targets through collaboration with team members. Enhanced visual merchandising displays by arranging products strategically, attracting more customers to the store.
- Utilized upselling techniques to promote additional products and increase sales. Promoted special offers and events, driving awareness of promotions and boosting sales conversion rates.
- Contributed to loss prevention efforts by maintaining vigilant awareness of potential theft risks on the sales floor. Participated in storewide audits, ensuring accuracy of inventory counts and identifying areas for improvement in stock management processes.
Education
Bachelor of Commerce - Business Management
RBS South Africa
Durban, South Africa11.2024
Managers Development Programme (MDP) -
UNIVERSITY OF STELLENBOSCH BUSINESS SCHOOL
Cape Town, South Africa01.2017
New Managers Development Programme (NMDP) -
UNIVERSITY OF STELLENBOSCH BUSINESS SCHOOL
Cape Town, South Africa01.2016
Certificate in Business Management -
INSTITUTE OF INFORMATION TECHNOLOGY
Windhoek, Namibia01.2016
Skills
- Problem-Solving
- Attention to Detail
- Business Process Re-engineering
- Business and Market Research & Analysis
- Strategic Planning and development
- Revenue Enhancement
- Communication Skills
- Conflict Resolution
- Operational Efficiency
- Incident Management
- Customer Service
- Reliable and Responsible
- Time Management
- Goal-Oriented
- Customer Service Management
- Workforce Planning
Accomplishments
- Achieved Lean Six Sigma Yellow Belt certification in 2022 through participation in the Process Efficiency Programme at FNB.
- Earned a Certificate in Foundational Payments from The Payments Association of South Africa (PASA) in 2017.
- Successfully implemented an Email Management System (PEMS) in 2017 to centrally track all client queries and concerns, enhancing customer satisfaction by facilitating more efficient issue resolution and optimizing resource usage.
- Optimized client communication systems, reducing customer service turnaround time by 90% on inquiries resolution time from 5 days to under 4 hours through the implementation of the email management system and platform optimizations.
- Successfully reduced the turnaround time for onboarding new clients from 5 business days to same-day onboarding, optimizing the client acquisition process and enhancing overall customer satisfaction.
- Implemented a paperless environment in the commercial digital space by re-engineering internal processes for receiving, handling, and storing instructions, significantly reducing the department's environmental impact.
- Achieved an Engagement Favorability score of 82% in the Group Employee Experience Survey Pulse Results for February 2024. With a 11 points higher score than the rest of the group as per the GLINT survey.
- Spearheaded a strategic initiative to enhance service quality in a call center from FY 20 to FY 24. This initiative led to a remarkable reduction in dropped calls, from 12% in FY 20 to 5% in FY 24, reflecting a consistent improvement in performance. This accomplishment highlights my dedication to customer service excellence, my ability to boost operational efficiency, and my commitment to improving customer satisfaction.
Certification
- Lean Six Sigma Yellow Belt, Process Efficiency Programme FNB, 2022
- Lean Six Sigma White Belt, Process Efficiency Programme FNB, 2022
- Innovation Management Foundations, Online Course, 2022
- Certificate in Business Processes and Information Systems, Online Course, 2021
- Certificate in Foundational Payments, The Payments Association of South Africa (PASA), 2022
References
- Mrs. Nardi Black, +26481 338 2888, Head Commercial Operations - First National Bank
- Mr. Herman Kruger, +26481 155 6015, Head Commercial Business - Real Pay
- Mr. Japie Strauss, +26481 889 9533, Digital Banking - Bank Windhoek
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Company CultureWork-life balanceCareer advancementPaid sick leaveHealthcare benefitsFlexible work hours4-day work weekPaid time offWork from home optionStock Options / Equity / Profit SharingPersonal development programsTimeline
Digital Channels Service/Operations Manager
First National Bank of Namibia
2016.07 - Current
Commercial Online Banking Sales and Support Specialist
First National Bank of Namibia
2012.09 - 2016.06
Digital Helpdesk Consultant
First National Bank of Namibia
2010.04 - 2012.08
Retail Sales Associate
INCREDIBLE CONNECTION
2008.05 - 2010.03
Bachelor of Commerce - Business Management
RBS South Africa
Managers Development Programme (MDP) -
UNIVERSITY OF STELLENBOSCH BUSINESS SCHOOL
New Managers Development Programme (NMDP) -
UNIVERSITY OF STELLENBOSCH BUSINESS SCHOOL
Certificate in Business Management -
INSTITUTE OF INFORMATION TECHNOLOGY
- Lean Six Sigma Yellow Belt, Process Efficiency Programme FNB, 2022
- Lean Six Sigma White Belt, Process Efficiency Programme FNB, 2022
- Innovation Management Foundations, Online Course, 2022
- Certificate in Business Processes and Information Systems, Online Course, 2021
- Certificate in Foundational Payments, The Payments Association of South Africa (PASA), 2022
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