Riyaaz Arendse
Learning & Development Strategist
Cape Town
Summary
Dynamic Senior Learning & Development Facilitator/Specialist with over 19 years of experience in the insurance and financial services sector, recognized for delivering measurable business impact through innovative leadership development and data-driven learning solutions. Expertise includes addressing diverse learning needs within a large organization of over 4,000 employees, serving as the primary host and strategist for recruitment and employee induction initiatives, as well as national special projects. Proven ability to mentor peers into leadership roles, influence executive adoption of national learning programs, and spearhead high-impact initiatives such as AI learning tool implementation. Actively seeking Lead or Head of L&D roles in Cape Town to drive organizational success through innovation, coaching, and measurable outcomes.
Overview
20
20
years of professional experience
Work History
Senior Learning & Development Facilitator / Specialist
Telesure Investment Holding (Auto&General/Budget/First for Women/Dial Direct)
04.2018 - Current
- Served as 2ic to the L&D Lead, driving operational excellence and contributing to long-term capability planning
- Influenced senior executives to adopt and support national learning programs aligned with business goals
- Introduced and lead Continuous Professional Development (CPD) program's. This was a new approach to adopt and encourage engagement and it resulted in a 100% completion rate
- Mentored and coached peers and junior staff, resulting in increased internal promotions and stronger team culture. In multiple cases part of mentoring learners into their promotion as Operation Leads
- Led recruitment panels and onboarding strategies for new L&D hires including interviewing of applicants
- Partnered with cross-functional leaders to align learning initiatives with organizational goals, up to director and executive level
- Championed change management efforts during the rollout of AI-driven learning tools, fostering adoption and cultural alignment reducing Customer complaints by 20%
- Hosting monthly hybrid inductions as the main presenter, to an average of 100+ people per month. I have hundreds of hours of hosting experience to a multi-skilled multi-generational audience. I received high level recognition for my work in this area
- The only multi skilled specialist Nationally facilitating both personal and commercial lines insurance programs, seamlessly transition from one skill to the other
- Key Achievements:
- Reduced onboarding time from 8 to 4 weeks. A 50% decrease in onboarding time from training to readiness. This was our fast-track approach in alignment with business needs, exceeding the requirement by 1 week as originally proposed.
- Project-managed the national rollout of a pioneering AI Short term insurance learning tool that worked with generative AI. This provided
- Spearheaded a national knowledge retention program with executive engagement and adoption that lowered QA errors by 10% improving returned calls in instances by a reduction of 2 calls per average
- Recognized as High Performer of the Month nationally for innovation and delivery excellence
- Organized and led national onboarding programs aligned with business KPIs
- I was also chosen to accept the 2nd runners up for the Knowledge Resources team of the year award 2024 and speak on behalf of the organization. In a tough competition that involved many large insurers and government organizations.
- Managed budgets and resources efficiently, ensuring timely delivery of high-quality results within allocated funds.
Claims Specialist; Short term insurance Personal lines (STI)
Telesure Investment Holdings – Cape Region
04.2008 - 02.2018
- Contributed to leadership forums and strategic discussions
- I managed the team through drives to lower workbench numbers thus reducing turnaround time in claims by 25%
- Championed change management efforts during the rollout of AI-driven learning tools, fostering adoption and cultural alignment reducing Customer complaints by 20%
- Hosting monthly hybrid inductions as the main presenter, to an average of 100+ people per month. I have hundreds of hours of hosting experience to a multi-skilled multi-generational audience. I received high level recognition for my work in this area
- The only multi skilled specialist Nationally facilitating both personal and commercial lines insurance programs, seamlessly transition from one skill to the other
- Key Achievements:
- Achieved regional recognition as one of five incentive winners for performance excellence nationally
- I was on the events board that oversaw company events and end of year celebrations
- Enhanced client satisfaction through efficient claims resolution and proactive communication
- Managed claims processing workflow to ensure timely resolution and compliance with regulatory standards.
- Analyzed complex claims data to identify trends and recommend process improvements for efficiency.
- Collaborated with cross-functional teams to streamline claims handling procedures and enhance customer satisfaction.
- Trained and mentored junior staff on claims evaluation techniques and best practices.
Customer Care Consultant – Services Short term insurance Personal lines (STI)
Telesure Investment Holdings – Cape Region
02.2006 - 04.2008
- Delivered customer service and claims support, including policy maintenance and broker liaison
- Key Achievements:
- Awarded Consultant of the Year and Broker Service Excellence award in 2007. I was 1 of 2 members in a region of 600+ people recognized
- Built strong broker relationships, improving retention and client satisfaction
- Recognized multiple times for exceeding service and quality benchmarks. Winning quarterly awards 3 times consecutively
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Developed and maintained strong relationships with clients to enhance customer loyalty.
- Utilized CRM systems to track customer interactions and streamline service delivery.
- Trained and mentored junior consultants to improve team performance and service standards.
Education
Class of Business - Personal & Commercial Lines
01.2018
ETDP NQF Level 5 – Advanced Practitioner Development - Learning And Development
01.2015
FAIS IT – RE 1 - Insurance
01.2010
FAIS Accredited - Insurance
01.2006
Matric - Secondary Education
01.2003
Skills
Strategic training design & facilitation
References
References are available upon request, for my entire career journey.
Key Competencies
- Strategic Enablement: Aligns training with business goals using data and performance metrics
- Leadership Influence: Shapes team culture and develops future leaders through mentoring and coaching
- Tech Fluency: Leverages automation, dashboards, and LMS platforms for scalable learning
- Innovation & Impact: Designs creative learning solutions that improve retention, engagement, and performance
Timeline
Senior Learning & Development Facilitator / Specialist - Telesure Investment Holding (Auto&General/Budget/First for Women/Dial Direct)
04.2018 - Current
Claims Specialist; Short term insurance Personal lines (STI) - Telesure Investment Holdings – Cape Region
04.2008 - 02.2018
Customer Care Consultant – Services Short term insurance Personal lines (STI) - Telesure Investment Holdings – Cape Region
02.2006 - 04.2008
FAISIT - Class of Business, Personal & Commercial Lines
Academy of People Development - ETDP NQF Level 5 – Advanced Practitioner Development, Learning And Development
Diagonal - FAIS IT – RE 1, Insurance
INSETA - FAIS Accredited, Insurance
Zonnebloem Nest Senior School - Matric, Secondary Education