REYNOLDS PIET NGOBENI

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.

Summary

Overview

Work History

Wealth Service Manager

Wealth Service Specialist

Resource Planner -Assistant Manager

WFM - Scheduler

Capacity/Resource Planner Real Time Administrator/Scheduler

Consultant/Real Time Administrator/Scheduler

Education

Matric -

Skills

References

Timeline

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