Sinazo Kalako

Insights Afrika is a consultancy that specializes in providing strategic advisory services to help organizations and individuals achieve their goals such as:

Strategic planning: Developing tailored strategies to drive business growth and success.

Service Model Mapping and build: Designing and implementing effective service models to meet client needs.

Operational Model Mapping: Analyzing and optimizing operational processes to improve efficiency.

Governance Frameworks: Building frameworks for risk and compliance to ensure regulatory adherence.

Financial wellness Education: Designing customized training and education programs for organizations around financial wellness.

Brand Reputation and Management: Developing frameworks for managing brand reputation and maintaining a positive image.

Responsibilities:

Business development: Identify new business opportunities and drive growth.

Client and stakeholder relationships: Build and maintain strong client and stakeholder relationships

Service delivery: Ensure the delivery of high quality service to clients.

• The Head of customer Feedback and Social Media sits in a Centre of Excellence for Customer across the OML group
• The main responsibility of this role is to manage and own the complaints and Compliments function across OML to make sure the voice of the customer is heard
• To build and improve processes that protect the reputation and brand of OM and steer in crisis Management
• Leading and managing a department of 30 made up of relationship Managers
• This role also manages the community management of all social media platforms across the group, while also closing the loop through client experience initiatives
• Make sure all complaints are resolved in line with the guidelines set out in the relevant policies
• Own and update the OML Complaints Policy, and ensure regular training is provided to all relevant staff
• Support team members, identify training needs and arrange upskilling where needed
• Equip the team with the necessary skills, knowledge, and confidence to provide excellent service to all stakeholders
• Build and maintain relationships with all stakeholders (internally and externally) and liaise effectively with stakeholders to ensure complex and technical complaints are resolved, fairly and effectively
• Ensure all complaints received are properly registered
• Maintain the register to allow for detailed reporting process and access to business intelligence
• Report on complaints, trends, and root causes
• Provide in-depth analysis for senior management
• Promote continuous improvement, within the team and at group level
• Given the complaints experience, suggest potential actions/strategies to facilitate business improvement
• Compile and review formal responses in accordance with the requirements of both internal and external stakeholders

• Contribute to the development of a client service strategy that enables a positive client experience and business objectives, with a specific focus on the Complaints function
• Contribute to the development of a client value proposition (CVP) and client service strategies to ensure Complaints-specific operational considerations are incorporated
• Manage the implementation of operating procedures and quality and service standards related to the Complaints function
• Monitor and evaluate operational processes for quality and effectiveness and adjust as required
• Contribute to the development of standard operating procedures in order to determine the optimal process to implement the Complaints function
• Manage a comprehensive Complaints resolution function, ensuring timeous and accurate service delivery
• Assessment of consultants calls -Quality Assurance and assisting with interviews & Role plays
• Monitor operational results and backlogs and adjust according to service delivery requirements
• Deliver meaningful and relevant reporting on the Complaints function and trends identified as required
• Review performance targets in line with business objectives and realities to ensure optimal Complaints resolution performance is maintained
• Act as an escalation point to assist Complaints Team Leaders addressing complaints escalated by Complaints Administrators
• Ensure team's adherence to correct procedure when following up on complaints
• Identify and report process and system failures and enhancements to improve client experience

• Leading and managing a team of 15-20 Relationship managers
• Performance Management, coaching and developing team
• Drive staff to achieve required targets and is accountability for teams overall targets
• Assessment of consultants calls -Quality Assurance and assisting with interviews & Role plays

• Handling of Executive escalations and dealing with queries through resolution
• Root cause analysis, process improvement where needed and accurate logging of all queries
• Updating Broker Consultants and Financial Advisers on the progress of their queries
• Ensuring that our Broker Consultants and Financial Advisers received superior service
• Responsible handling of administrative tasks, including keeping accurate, detailed stats of all queries and correspondence and accurate reporting in order to give feedback to the manager

• Answering inbound calls timeously and professionally and manage all queries through to resolution
• Co-ordination of own administration
• Maintaining accurate details and statistics of all queries
• Providing product information to all Discovery Health clients in line with standards and protocol
• Ownership and accountability of all telephonic written queries
• Processing online service quotes and ensuring resolution to first time queries
• Working with people and presenting and communicating information

• Managing the diary and schedule of Ms Kalako-Williams efficiently
• Reading, monitoring and responding to emails, answering calls, handling queries and liaising with current and potential clients
• Booking meetings including the venue and times and informing my manager in due time of the meeting and preparing research and any papers that might be needed for the meeting
• Organizing travel and preparing complex travel itineraries
• Attending meetings and taking down minutes
• Proof-reading and editing reports, client correspondence and briefing notes; typing out any document that might be required
• Managing and reviewing filing and office support - Sourcing and ordering adequate stationery and office equipment
• Invoicing, receipting, payments and bookkeeping

• Administration, calculation and distribution of Pension funds to authorized beneficiaries
• Ensure all documentation received and distributed are accurate and complete when processing
• Ensure thorough quality control
• Ensure 100% accurate payment advices are sent to the Benefit Payments Team for payments and that proper follow ups are done with Benefit payments to have the payments effected within SLA
• Ensure that high quality resolutions are prepared and presented to the Death Benefit Sub - committee
• Ensure bi-weekly follow -ups are done on all outstanding information
• Ensure excellent client services to external clients/parties
• Build strong professional relationships
• Manage and build relationships with internal departments and resolve queries efficiently and in a professional manner
• Handle all client enquiries in a professional manner within SLA (24 Hours) and make appropriate journal notes on C-flow
• Excel in communication skills in both written and verbal work