Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Razeena Hartley

Thornton

Summary

Experienced professional with 28 years in the Telecoms Ecosystem, as well as expertise in Energy, Insurance, Retail, Customer Loyalty, and Hospitality. Skilled in simplifying processes and focusing on customer-centric strategies to drive organizational transformation. Proven track record of achieving financial and non-financial targets through strong leadership of diverse teams and emphasis on Customer Experience. Seeking to contribute to organizations by translating strategies into actionable objectives.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Senior Manager: Partner Management (CXO)

MTN
10.2022 - Current
  • Responsible for managing operations across Account Management; Reports, and Quality Assurance for all outsource partners.
  • Manage and assume responsibility for the business development of assigned operational outsource partner(s) and to evaluate, prioritize and roll out business opportunities for the business while monitoring and coordinating all running business initiatives with the Partners.
  • Develop new solutions, strategies, and plan, arrange and perform negotiations, which will lead to a successful agreement and a sustainable relationship with Partners.
  • Develop and manage key relationships between MTN and its outsourced partners in alignment with the Customer Experience strategy, thereby contributing to the consistent delivery of excellent customer service.

Entrepreneur: Owner and Director

hart2hart
11.2018 - Current
  • Owner of my own clothing brand.
  • Currently responsible for the end - to - end operation of my business and seeking opportunities for new business.
  • Manage 3 outsource partners who are responsible for different manufacturing operations.

Contractor Director: Digital Transformation

WNS
09.2019 - 09.2022
  • Drive the transformation agenda into client environments.
  • Responsible for the successful execution of BU wide process design and re-engineering initiatives that encompasses an end to end analysis and future state redesign followed by implementation.
  • Bring industry best practices and help prioritize new initiatives to drive business strategy, mitigate potential risks and control gaps, financial return, and positive customer impact.
  • Mentor and lead lean Continuous Improvement and Digital transformation projects.
  • Develop new and unique ways to improve the operations of the business and to create new opportunities.
  • Focus on client needs by anticipating, understanding and responding to those needs of internal and external clients.
  • Create and determines strategies to move the business forward.

Director: Small business development and mentor

I Deserve It NPC 2012/ 167120/ 08
02.2019 - 03.2020
  • Create awareness of the NPO within small business community.
  • Create programs and support small businesses throughout their business lifecycle.
  • Create and implement activities relevant to the goal and vision of the NPO.
  • Engage local communities to build and maintain essential support relationships.
  • Invest in building relationships, within the local community and other business communities.
  • Public face for the NPO.
  • Identify fundraising opportunities for fundraising and carry out fundraising events.
  • Seek opportunities for revenue generation.
  • Advocate and embrace change within the small business community.
  • Educate small business about factors that impact business landscape within South Africa.
  • Conduct needs assessments for small business.
  • Mentor small business owners through change that they need to implement in their business to achieve their goals.
  • Create and facilitate knowledge sharing and education workshops for small businesses.

Contractor Programme Manager: Business Stream Lead

Tata Consulting Services
03.2018 - 08.2018
  • Accountable for Change Management and Communications, Business Analysis, Value Management and Training Streams.
  • Build strong working relationships with client and other vendors across various projects.
  • Leverage off and empower other project owners to successfully implement their projects under the programme.
  • Responsibilities includes ownership and of approaches, strategies and execution plans for Change Management, Value Management, Business Analysis and Training.
  • Managing onshore and offshore resources across the business stream and within the Programme to support the successful execution of all activities within the programme.
  • Creation of KPI's for all customer journeys across the value chain.
  • Supporting colleagues and others within client team by providing just in time coaching on business transformation and process improvement methodologies and tool.
  • Responsible for assessing cost savings opportunities.
  • Responsible for providing training workshops related to the business transformation programme.
  • Responsible for informing, engaging and motivate stakeholders, through tailored communications.
  • Proactively anticipate and work towards mitigating risks to project execution or stakeholder engagement.
  • Work directly with other project teams in creating the change management and training strategies.
  • Work in a cross functional environment with various business groups, multiple vendors, IT, business SPOC's, SME's and end users to identify, document, and communicate business processes.
  • Manage the business transformation of customer journeys and operational processes as the new CRM application and processes are deployed.
  • Drive Partner Change Management with external partners (OEM's) to implement agile methods for analysis and execution.

Manager: Knowledge Management

09.2010 - 03.2018
  • Collaborated with other departments to implement Strategic Knowledge Management principles, processes and systems across the organisation.
  • Managing KM sub projects through the entire project lifecycles.
  • Create cross functional teams to effect KM strategy.
  • Establishing concept feasibility for strategic KM initiatives in support of divisional and company goals.
  • Negotiating with department heads for the acquisition of required resources (technical and operational SME's) from within the company.
  • Creating and coordinating networks within and outside of the company.
  • Align KM activities across all channels i.e. Customer Care, Online and Retail.
  • Participate in, manage and elicit knowledge from online and face to face forums.
  • Manage vendor deliverables and SLA's in line with contracts negotiated and agreed upon.
  • Transform KM as the company and customer needs evolve.

Acting Executive Head: Enablement

06.2016 - 08.2017
  • Provide leadership, planning, technical direction and communication to ensure the required delivery of high quality outputs to meet customer needs in the most cost effective manner.
  • Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives.
  • Support the Call Centre Operations by providing WFM services that include, accurate forecasting, timely agent administration and up to date call centre health statistics through the nerve centre.
  • Drive adoption of Knowledge Management tool to improve call centre metrics.
  • Ensure forecast accuracy across all call centres.
  • Manage staffing requirement forecasts and ensure that there is proactive monitoring of all frontline human resource activities across Customer Care estate and that this is managed in accordance with agreed commercial framework.
  • Assume overall accountability for managing Business Partner volume commitment and signoff by Partner General Managers.
  • Attend and partake in functional reviews at both Business Partner and internal estates to assess commercial impact of forecasting provided.
  • Deliver insights into budget impacting WFM performance trends and ensure adherence to budget plans.
  • Provide projects with the necessary support around scheduling agents for training and project activities.
  • Calculate impact of projects on key call centre metrics.
  • Develop an integrated change management and communications strategy for relevant projects to ensure a smooth transition as well as operational sustainability in the long term.
  • Foster a culture of information sharing by developing information sharing strategies to leverage knowledge across customer touch points.
  • Develop an on-line portal for all internal and business partner operations to provide a consistent group-wide Vodacom/customer interface.
  • Develop stakeholder map to identify stakeholders on various projects and initiatives.
  • Manage the communication interface between project stakeholders and business areas to secure the delivery of project outcomes and realisation of benefits whilst maintaining BAU.
  • Assess level on change in each business area.
  • Assess impact on proposed technology and business processes changes on various business areas per project as well as for the total portfolio.
  • Manage the transition to new processes / technology with the operational teams.
  • Accurate OPEX planning, integration and management of budget forecasts.
  • Manage the day to day financial management of OPEX and CAPEX budgets.
  • Strategy formulation and execution against strategy.
  • Leadership and management of cross-functional teams in a matrix organisation.

Strategic Project Lead: Business Transformation

C3D
07.2014 - 06.2016
  • Stream owner for the Customer Care business unit for Vodacom's biggest transformation project in its history.
  • Forming part of the core transformation design team.
  • Design of future proof business processes.
  • Support the business transformation programme in relevant communication activities and sessions with the business areas I represent.
  • Support business transformation in general as Vodacom transforms.
  • Link to broader business organisation community.
  • Provide input into cross channel process design.
  • Define business rules and KPI's.
  • Analyse, identify and define improvement within the project.
  • Programme execution into Customer Care.
  • Mobilising of Customer Care business unit across BPO's, internal units and managing a virtual team across seven functional areas.
  • Support of resolution of issues post go - live and each customer migration.
  • Implementation and support of change management initiatives within the contact centres.

Manager: Project Management

05.2014 - 09.2015
  • Managed Business Analysts, Project Managers and other project support teams.
  • Define and maintain standards for project management within the Commercial Operations structure.
  • Facilitate the management of project management workload across COPS structure.
  • Identify opportunities to expand current PM portfolio to achieve Customer Care and COPS goals.
  • Management of the Customer Care project portfolio and project resources assigned to key projects.
  • Monitor and report on active projects from initiation to completion.
  • Govern the management of several related projects within the portfolio.
  • Ensure the completion of business cases and business requirements by senior business analysts for all projects managed within the Project Office.

Business Operations Manager

01.2006 - 01.2008
  • Management of day to day operational contact centre impacts, planning workforce, optimisation of processes, and find efficiencies and implementation of improvement across nationally dispersed contact centres.
  • Managed a team of business analysts whose priority was to plan, design, implement and support improved contact centre business processes.
  • Gather and document requirements for national call centres.
  • Facilitate and co-ordinate meetings/ workshops between call centre operations and IT teams.
  • Channelled pro-active quality by working closely with call centre management teams, workforce planning for day to day operations, product launches and other operational impacting events.
  • Managed technology and other requirements from call centres - Wfm, reporting, people and technology.
  • Create and compiled performance reports for call centre management teams. Reported on national performance for the service to EHOD, prepared reports for Exco.
  • Provided support to the call centre management teams.
  • Managed projects and key stakeholder into Enterprise projects.
  • Initiated and managed improvement projects.
  • Key liaison between call centres and development teams and fixing departments.

Call Centre Specialist: Business Analysis

01.2005 - 12.2005
  • My initial assignment was the completion of an end to end business case for support for and acceptance of the replacement of the (outdated) data warehouse and reporting system, to be replaced with Infomart.
  • Through self-learning, research and mentorship, I was successful in fulfilling the role of a Business Analyst.
  • As a business analyst my primary responsibilities were focussed on the call centre operations and the role included:
  • Analysis of qualitative and quantitative data to elicit and identify inefficient business and/ or systems processes.
  • Utilise data and the analysis thereof to support data driven decisions within the call centres.
  • Utilisation of external benchmark reports to identify opportunities.
  • Produce regular and adhoc reports within agreed timelines to support call centre management teams.
  • Provided recommendations based on analysis for improvement within the contact centre operations.
  • Explain technical concepts to non-technical teams within the call centres to lobby support from call centre stakeholders.
  • Identify opportunity for improvement, elicit requirements, document new processes through user interviews, workshops and support documentation.
  • Liaise between business analysts, technology, reporting specialists and call centre teams to ensure a common understanding of processes.
  • Facilitated workshops and meetings between stakeholders to document requirements and explore potential solutions.

Various contact centre positions

01.1996 - 12.2005
  • I held various positions within the contact centre that ranged from agent to specialised helpdesk, team leader, project lead, and supervisor.

Education

RPA Analyst -

Mindmap Consulting
Global
12.2020

Digital Transformation: A Practical Strategy -

Gordon Institute of Business Science University of Pretoria
Johannesburg
12.2020

Master of Business Administration -

University of Stellenbosch Business School
South Africa
12.2013

Mini MBA -

Telecoms Academy
Johannesburg
12.2007

Business Analysis -

Faculty Training Institute
Cape Town
12.2006

Bachelor of Commerce - Management and Industrial Psychology

University of The Western Cape
Cape Town
12.2005

Business Development Programme -

Peninsula Technikon (now CPUT)
Cape Town
12.2002

Advanced Diploma in Call Centre Management -

Damelin College
South Africa
12.2002

Skills

  • Strategic planning for business and digital initiatives
  • Experience in matrix organizational structures
  • Effectively gains credibility with stakeholders
  • Develop effective partnerships
  • Versatile in dynamic environments
  • Inspiring team performance
  • Mentor organizational change leaders
  • Effective communication skills
  • Influencing and negotiating
  • Budget oversight
  • Strategic planning
  • Cross-functional collaboration
  • Talent development

Certification

Agile Project Management Practitioner (AgilePM), 2018

Timeline

Senior Manager: Partner Management (CXO)

MTN
10.2022 - Current

Contractor Director: Digital Transformation

WNS
09.2019 - 09.2022

Director: Small business development and mentor

I Deserve It NPC 2012/ 167120/ 08
02.2019 - 03.2020

Entrepreneur: Owner and Director

hart2hart
11.2018 - Current

Contractor Programme Manager: Business Stream Lead

Tata Consulting Services
03.2018 - 08.2018

Acting Executive Head: Enablement

06.2016 - 08.2017

Strategic Project Lead: Business Transformation

C3D
07.2014 - 06.2016

Manager: Project Management

05.2014 - 09.2015

Manager: Knowledge Management

09.2010 - 03.2018

Business Operations Manager

01.2006 - 01.2008

Call Centre Specialist: Business Analysis

01.2005 - 12.2005

Various contact centre positions

01.1996 - 12.2005

RPA Analyst -

Mindmap Consulting

Digital Transformation: A Practical Strategy -

Gordon Institute of Business Science University of Pretoria

Master of Business Administration -

University of Stellenbosch Business School

Mini MBA -

Telecoms Academy

Business Analysis -

Faculty Training Institute

Bachelor of Commerce - Management and Industrial Psychology

University of The Western Cape

Business Development Programme -

Peninsula Technikon (now CPUT)

Advanced Diploma in Call Centre Management -

Damelin College

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Razeena Hartley