Sizwe Mdluli
Forensics Investigation
Meadowlands,GP
Summary
Dynamic and results-driven professional passionate about employee development and committed to fostering a collaborative team environment. Recognized leader in driving enterprise-wide standards, adept at navigating rapid organizational changes while promoting cross-functional transparency to eliminate silos. Proven champion of organizational and business transformation, skilled in clarifying ambiguities and enhancing solution adoption to maximize impact. Demonstrated ability to improve performance, manage multiple priorities effectively, and consistently deliver exceptional service to both internal and external stakeholders.
Overview
15
15
years of professional experience
Work History
Customer Care Enablement: Workforce Planner
Old Mutual Insure iWYZE
Johannesburg
06.2019 - 08.2025
- Primary Core Functions:
- Manually compile Agent shift rosters on a month-to-month basis.
- Compile daily break rosters
- Monitor real-time adherence to breaks.
- Distribute call performance reports.
- Forecasting which includes Interval gearing requirements analysis
- Compile heat maps and other related data)
- Secondary role:
- I also manage the emails process, this includes all emails that are sent by our Clients to Retentions as well as Customer Care areas, Complaints, Social media requests.
Quality Assurance Specialist: Strategic Projects
Old Mutual Insure iWYZE
Johannesburg
10.2017 - 05.2019
- Plan and execute audit assignments using the Quality Assurance methodology in accordance with the assurance plan and relevant policies, procedures, quality standards and detection of fraud.
- Uniformly conduct the internal audit functions with minimum supervision.
- Develop and maintain relationships with other business units. Ensure that discussions on risk appetite happen at a suitable level.
- Meet with Business Managers to discuss and agree on the scope of the reviews.
- Routine investigations and analysis of all business processes identify all the risks and controls therein.
- Develop and maintain investigation procedures for business processes and update changes accordingly.
- Interview the relevant responsible managers and staff on processes and procedures.
- Follow the investigation procedures for each business process, verify the transactions and make sure that the prescribed controls are in place and functioning properly. Get evidence to include findings in the report.
- Collate responses from staff and management on queries from the investigation.
- Prepare draft report on the findings of the investigations, considering staff and management comments when formulating conclusions.
- Make recommendations on findings and propose action plans to address finding.
- Send all recommendations and problematic business process deviations or negative findings to the Head of the business unit for follow up which could include changing of current prescribed processes.
- Send the draft report to internal stakeholders and obtain feedback, there ensure that the comments are accommodated in the final report.
- File all investigation working papers, documents, and reports in the appropriate repository.
- Interact with Internal Audit and Combined Assurance where necessary.
Quality Assurance: BQA (Business Quality Assurance)
Old Mutual iWYZE
Johannesburg
08.2016 - 09.2016
- Responsible for conducting internal audits across business components, the objective being the identification of hiccups in the business processes and provides solutions thereof
- Continued the responsibility of compiling the EXCO report
- Conduct QA on QA random audits for Compliance confirmation
- Responsible for PASA (Payment Association of S.A) Investigate mandate by Account Holders
- Conduct tests on Traceability Matrix
Quality Assurance Consultant (Investigations)
iWYZE
Johannesburg
09.2014 - 08.2016
- Conduct audits on calls assessed by other Quality Assurance Consultants for Compliance purpose.
- Provide guidance on Compliance related queries. Investigate all allegations of misconduct by sales agents and refer findings to our Forensics Team for further investigations and to commence disciplinary process.
- September 2015 – till February 2016
Quality Assurance - Acting Team Leader
Old Mutual iWYZE
Johannesburg
09.2015 - 02.2016
- Compile Monthly Report: Exco PowerPoint Report
- Managing 11 Agents with various tasks and responsibilities
- Ensure that monthly targets are met
- Ensure that our customers receive their stats timeously
- Attend to inter-departmental queries from our customers. i.e. Client Services and Retentions
- Development of Standard Operational Procedure (SOP)
- Liaison with Business Consultants
- Implementation of new QA strategy and processes
- Building relationships with other Departmental Line Managers
Quality Assurance Team Leader
O'Keeffe & Swartz Consultants
Johannesburg
09.2013 - 08.2014
- Identified and resolved systematic issues that hindered delivery of call quality and customer satisfaction
- Defined policies, procedures, best practices, and performance standards.
- Monitored business units to ensure SLAs were met.
- Handled all disciplinary related matters and sat on all disciplinary enquiries as a Company Complainant.
- Handled warnings requests in line with transgressions on Risk Fraud Code of Conduct.
- Conducted Risk & Fraud Training to all newly appointed employees this also incorporated FAIS and all related Regulatory Requirements.
- Set performance targets and enforcements, conduct team member evaluations, mentoring, and career development activities and performance management.
Sales
O'Keeffe & Swartz Consultants
Johannesburg
10.2010 - 08.2013
- Market various insurance products to affinity lists.
Quality Assurance Consultant
O'Keeffe & Swartz Consultants
Johannesburg
10.2010 - 08.2013
- Responsible for assessing 36 Sales Consultants to ensure that they adhere to Regulatory Requirements in terms of Legislation and Ethical behaviour while wearing Company cap.
- Implement improvements in quality assurance process and controls to guarantee high performing standards.
- Conducted calibration sessions with all stakeholders involved in call monitoring.
Education
Matric -
Veritas Secondary School
Johannesburg, South Africa12.1991
Regulatory Exam Level 5 Certificate - Regulatory Exam 151 Credits
FPI
Johannesburg, South Africa07.2017
Programme in Forensics Investigative Auditing - Financial Forensics And Fraud Investigation
Unisa
Pretoria,South Africa2019
Certificate in Digital Forensics Investigation - Digital Forensics
Enterprise University of Pretoria
Pretoria, South Africa2021
Certificate in Vehicle Identification and Etching - Investigations
Vehicle Crime Academy
Johannesburg, South Africa2018
Higher Cert in Criminal Justice and Forensics Investigations -
University of Johannesburg
Johannesburg, South Africa11.2022
Skills
Quality Assurance,Workforce Planner , Forensics Investigation
References
Jacques Pierre-Palvie@iwyze.co.za, 011 374 9111
Cellphone:079 525 2419
Accomplishments
- Appointed top Quality Assurance Assessor in the months, March 2010 and January 2011
- Nominated to Superheroes class of 2012/2013 outstanding employees.
- Appointed into the Alchemy Project in 2009, from September 2011 to September 2013 I was appointed 2ic to Quality Assurance Manager.
- In May 2015 was appointed and trained to be a NICE specialist in terms of new score-cards creation; installation as well as troubleshooting, creation of business reports; extraction and distribution channels.
Timeline
Customer Care Enablement: Workforce Planner
Old Mutual Insure iWYZE
06.2019 - 08.2025
Quality Assurance Specialist: Strategic Projects
Old Mutual Insure iWYZE
10.2017 - 05.2019
Quality Assurance: BQA (Business Quality Assurance)
Old Mutual iWYZE
08.2016 - 09.2016
Quality Assurance - Acting Team Leader
Old Mutual iWYZE
09.2015 - 02.2016
Quality Assurance Consultant (Investigations)
iWYZE
09.2014 - 08.2016
Quality Assurance Team Leader
O'Keeffe & Swartz Consultants
09.2013 - 08.2014
Sales
O'Keeffe & Swartz Consultants
10.2010 - 08.2013
Quality Assurance Consultant
O'Keeffe & Swartz Consultants
10.2010 - 08.2013
Matric -
Veritas Secondary School
Regulatory Exam Level 5 Certificate - Regulatory Exam 151 Credits
FPI
Programme in Forensics Investigative Auditing - Financial Forensics And Fraud Investigation
Unisa
Certificate in Digital Forensics Investigation - Digital Forensics
Enterprise University of Pretoria
Certificate in Vehicle Identification and Etching - Investigations
Vehicle Crime Academy
Higher Cert in Criminal Justice and Forensics Investigations -
University of Johannesburg
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