REYNOLDS PIET NGOBENI
Operations Service Manager
Johannesburg,GP
Summary
Seasoned Service Manager bringing years of experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
1
1
Language
1
1
year of post-secondary education
19
19
years of professional experience
Work History
Wealth Service Manager
Momentum (MMI Group)
Pretoria, Gauteng
11.2019 - Current
- Ensured that all service requests are handled within agreed upon Service Level Agreements and that appropriate service recovery is done where there are failures.
- Actively managed trends such as; incorrect submissions, escalation trends.
- Complaints and escalation management.
- Producing reports and analysis.
- Identified, implemented and managed client (external) service improvement initiatives with defined and measurable KPI's.
- Measured customer satisfaction ratings and feedback from internal teams and ensured relevant improvement activity and corrective action was applied.
- Developed, motivated, and coached direct reports to secure resource & development plans were in place and executed.
- Lead Service Operations team, giving direction and ensuring performance according to Service strategy with strong customer orientated mindset.
- Developed and enhanced relationship with business, actively managing expectations and monitoring service levels.
- Drive efficiency and improvements in organization and drive change management to adapt to new market demands to increase competitiveness.
- Planning of training & competence development to ensure right competences including keeping track of competence improvement and future needs.
- Promoted awareness to customers around new and existing processes of/and compliance to Complaints Management Process and legislative requirements.
- Compiled and provided monthly feedback reports pertaining to complaints, queries and trends for Customer Channels and campaigns to internal stakeholders.
- Proactively managed matters that constitute reputational risk.
- Responsible for recruitment, development, and retention of relevant skills to meet business needs.
- Ensure skills assessments and competency-based training take place as and when required.
- Ensure that appropriate skills transfer initiatives are implemented.
- Build organizational capabilities through evaluating likely future requirements and ensuring that individuals are provided with best possible development opportunities in line with these.
- Created environment in which learning, and development are emphasized and valued.
- Effectively delegated authority and responsibility, in line with business objectives, to ensure empowerment, motivation and effectiveness of all direct and indirect reports.
- Promoted culture where values of organization are seen to be ‘alive'.
- Encouraged team members to express their views, resolve issues raised by team, escalate issues if required, and provide feedback to teams on ongoing basis.
- Monitored and managed performance and development of staff within area.
- This includes regular one-on-one feedback sessions, conducting mid-year and final performance appraisals, as well as moderation and relative distribution of all appraisals for team.
- Ensure staff are appropriately and consistently rewarded and recognized for their achievements and outputs.
- Ensure that disciplinary action and grievances are addressed and aligned to organizational policies and procedures.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
Wealth Service Specialist
MMI, Momentum
Pretoria, Gauteng
02.2017 - Current
- Client service telephonic, emails, faxes and walk in clients.
- Ownership of queries, ensuring timeous and effective resolution.
- Assist with local investments, Endowments and Retirement products.
- Explain charges, fees and penalties.
- Section 37 transfers.
- Section 14 Transfers.
- Bank verifications.
- Ensuring that FICA/KYC requirements are adhered to at all times.
- Liaise with Financial Planners or Brokers.
- Assist other financial institutions with client queries.
- Assist with Switch instructions (Money markets, shares and Funds).
- Assist with withdrawals.
- Assist with broker changes.
- Request tax directives from SARS.
- Assist with tax related matters including tax certificates.
- Updating client details.
- Updating brokers and broker house details.
- Providing first time resolution on enquiries.
- Support Portfolio Manager and client centric model.
- Handle escalations from clients and other departments.
- Clients include banks, SARS and other investment companies.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Resource Planner -Assistant Manager
Clientele Legal Department
Sandton, Gauteng
01.2014 - 10.2016
- Created Forecast based on historical data, Long, Medium and Short term
- Created staffing requirements FTE based on forecast (calls, emails, faxes)
- Created forecast per interval based on historical call arrival pattern
- Tracked and saved call volumes daily and create historical data base
- Held daily meetings with Operations to discuss days plan and to review previous day's performance
- Created schedules/rosters manually on Excel (Draft and Final)
- Captured absenteeism and adjusted roster where necessary
- Managed team of Administrators
- ● Monitored service levels and non-adherences
- ● Weekly meetings to look at upcoming week's plan
- Monthly meetings to discuss and sign off Monthly schedules and Forecast
- Monthly meetings to discuss recruitment view with HR,
- Monthly/weekly meetings with Training to plan for any unforeseen training
- Created and sent out performance reports
- Liaised with Marketing and Communication department regarding adverts that might affect call volumes
- Liaised with Sales departments about uptake of policies
- Created and maintained IVR call flows
- Created process maps
- Managed leave applications on ESS
- Reviewed and adjusted shrinkage
- Tracked call patterns and adjusted where necessary
- Tracked late coming and highlighted to supervisors
- Communicated any adjustments and changes well in advance
- Made sure that schedules were sent out weeks in advance
- Made sure that schedules included agreed full Shrinkage
- Continually came up with new ideas to improve business (Innovation) and savings
- Tracked and reported on Attrition
- Trained new team leaders and RTA's on systems
- Learnt and understood business
- Assisted with fixing PC and telephony problems
- Set up Advisors on after-hours phone (24/7 operation)
- Maintained Avaya Red System
WFM - Scheduler
Merchants, Dimension Data
Sandton, Gauteng
08.2012 - 12.2014
- Create Forecast based on historical data, Long, Medium and Short term
- Create staffing requirements FTE for forecasted volumes (calls and Emails)
- Daily meetings with Operations to discuss the days plan and to review previous day's performance
- Create rosters in advance
- Capture absenteeism and adjust rosters if necessary
- Monitor service levels and report on non -adherences
- Weekly meetings to look at upcoming week's plan
- Monthly meetings to discuss and sign off Monthly schedules and Forecast
- Monthly meetings to discuss recruitment view with HR,
- Monthly/weekly meetings with Training to plan for any unforeseen training
- Create and send out performance reports
- Maintenance of Invision & Totalview (Reporting tools)
- Calculating staffing requirements (Outbound, back office and Inbound)
- Process mapping for areas without processes
- Time and Motion studies (review every 6 months)
- Creating targets for different departments based on AHT and Workload
- Responsible for long / short term forecasting
- Review and adjust shrinkage towards month end
- Track call patterns and adjust where necessary
- Communicate any adjustments and changes well in advance
- Make sure that schedules are sent out 2 weeks before end of current cycle
- Make sure that schedules include agreed full Shrinkage
- Continually come up with new ideas to improve business (Innovation) and savings
- Track and report on Attrition
- Train new team leaders and RTA's on systems
- Learnt and understood business
- Meet with RTA's to discuss any pro's and con's
- Optimized organizational processes by effectively managing crew schedules while adhering to contractual restrictions.
- Managed calendar and recommended adjustments based on demand.
Capacity/Resource Planner Real Time Administrator/Scheduler
First National Bank
Johannesburg, Gauteng
12.2006 - 07.2012
- Forecasting call volumes for coming 3, 6 and 12 months and have sign off by management.
- Scheduling breaks and lunches for consultants according to call arrival patterns
- Scheduling training and meetings for consultants and make sure that these do not affect Service Level negatively
- Calculate staffing requirements for each desk, according to call volumes and Average Handling Time
- Do accurate Time studies with all desks within business units and have team leaders sign them
- Give each desk target based on Time studies done and have management sign them off.
- Map processes on Visio for all work done on all desks and have them signed off by management
- Load and update new consultants on eWFM and keep track of movement within business
- Load segments for all consultants
- Capture absenteeism daily and send daily report early so necessary action can be done
- Make sure that schedules for consultants are available at least 4 weeks in advance
- Report to management on absenteeism and highlight in rand value how much business lost due to Absenteeism
- Capture and report on Schedule Adherence daily to Operations, highlight all agents that met and those that did not meet required criteria.
- Train new staff and team leaders on usage of Real Time Tool and highlight Do's and Don'ts on system.
- Monitoring and Reporting on Service Level daily whether met or not met
- Spend time on floor with agents to understand business and product better.
- Merge small desk to increase Occupancy, so that consultants are kept busy
- Make sure that Occupancy rate is kept at required level and that consultants do not burn out
- Make sure that Resource planning processes are followed by all and make sure that time lines are kept by Team Leaders
- Run daily meetings to give feedback on previous days performance and to give new instructions if needed
- Make sure that all produced schedules are effective to meet business objectives
- Report on time lost to business due to Non adherence and system failure
- Liaise with technical department in case of system failure
- Keep track of historical data so that Forecast will be more accurate in future
- Be proactive at all times and make sure that days plan is adhered to at all times
- Liaised with Quality Assurors for any coaching that had to be done, then scheduled agents
- Kept track of all time spent on Training, Coaching and meetings
- Updated Attrition report and made sure that information was accurate
- Met clients Service Level by delivering on time and accurate information
- Reported on wastage in processes, and always try to improve process and at all times
- Always got involved in case there is need for new desk to be started or set up
- Made sure that there is information in case it is need by Human Resource (Absenteeism)
Consultant/Real Time Administrator/Scheduler
Merchants (Dimension Data)
Sandton, Gauteng
02.2004 - 12.2006
- Monitored adherence, scheduled team meetings and breaks.
- Captured absenteeism ,ran meetings with team managers and ops managers
- Authored detailed work plans to meet business priorities and deadlines.
- Contributed to success of client's organization by improving performance, motivation, job satisfaction, hiring practices, training programs and management systems.
Education
Matric -
01.2001 - 12.2001
- English
- Afrikaans
- Biology
- Biblical studies
- Business economics
- Economics
Skills
CoachingStrategy
Customer service optimization
Conflict Resolution
Staff Management
Employee Supervision
Team Leadership
Culture Development
Customer Service Management
Budgeting
Scheduling
References
Contact Person Werner Venter
Occupation Senior Manager - Clientele
Contact details 0764029707
Contact Person Sipho Ndlovu
Occupation WFM Manager – Merchants
Contact details 083 408 1479
Contact Person Zenobia Wolmarans
Occupation Manager -Momentum
Contact details 0718560245
Contact Person Sanoshen Naidoo
Occupation Manager - Momentum
Contact details 0824446993
Timeline
Wealth Service Manager - Momentum (MMI Group)
11.2019 - Current
Wealth Service Specialist - MMI, Momentum
02.2017 - Current
Resource Planner -Assistant Manager - Clientele Legal Department
01.2014 - 10.2016
WFM - Scheduler - Merchants, Dimension Data
08.2012 - 12.2014
Capacity/Resource Planner Real Time Administrator/Scheduler - First National Bank
12.2006 - 07.2012
Consultant/Real Time Administrator/Scheduler - Merchants (Dimension Data)
02.2004 - 12.2006
Riverlea Secondary School - Matric,
01.2001 - 12.2001