Soraya Moosa
Senior Business Operations Manager
Summary
I am a team driven Business Operations Manager focused on supporting cross-functional teams and processes to increase customer satisfaction through process improvements. Respectful and respected manager with exceptional knowledge of developing strategic plans for optimal customer service. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. .Skilled in applying market knowledge and customer service skill to improve performance. Dedicated and dependable with proven success in implementing cost-reduction initiatives savings and drive the skills and knowledge to resolve complex issues and challenges. Team-driven committed to developing specific and attainable departmental goals and standards while supporting the vision of the organization. Determined leader with over 30 years of contributing to short and long term business planning and strategy. Offering integrity, a strong work ethic and sound judgement skills. Highly effective at promoting positive relationships and building capable teams. Track record of improving overall operations, reducing overhead and increasing corporate value.
Overview
15
15
years of professional experience
9
9
years of post-secondary education
Work History
Senior Business Operations Manager
Old Mutual South Africa
Cape Town
01.2017 - 08.2020
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Devised strategies to boost customer sales and drive referrals due to excellent service resulting in new customer relationships.
- Recruited, hired, mentored and trained 50 staff on business procedures, policies, duties and customer care methods.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Played a pivotal role within the business operational projects by ensuring various SMEs, Legal, Actuarial, IT within the organizations provided the relevant support the success of the projects.
- Oversaw day-to-day business operations on sales floor by fostering deep professional relationships with wholesale contacts and customers.
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
- Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
- Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Trained new hires, providing information and insight into corporate policies and procedures.
- Built loyal account base and long-term business relationships with existing customers
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Streamlined operational; process and budgeted effectively to decrease spending tp achieve division overall spend.
- Tracked and analyzed profitability and key metrics of existing business and retention and established o improve overall profitability and bring in new clientele.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Trained new employees on proper protocols and customer service standards.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Delegated updating of daily tasks to employees, streamlining daily progress and efficiency.
- Interacted well with customers to build connections and nurture relationships.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reduced operational risks while organizing data to forecast performance trends.
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Trained and guided team members to maintain high productivity and performance metrics.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in [Type] field.
Head of Sales and Operations
Old Mutual
Cape Town
01.2014 - 07.2016
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Developed and implemented comprehensive business strategies and sales and marketing plans that complemented overall corporate operating plan.
- Maintained marketplace visibility marketplace by participating in industry-related and community activities.
- Reviewed customer service agreements for terms and conditions pricing and accuracy.
- Evaluated performance against goals and implemented appropriate development plans.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Established and cultivated solid business relationships with new or existing customers.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Met with clients, delivering presentations and educating on product and service features and offerings.
- Attended industry shows, conventions and other meetings with primary mission of expanding market opportunities.
- Promoted continuing education opportunities for sales team to bolster skills and add value to department.
- Led account planning strategy sessions aimed at retaining and acquiring customers and increasing business opportunities.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Tracked pipeline data, won vs. lost opportunities and lead response times with Salesforce CRM.
Operations Manager
Old Mutual
Cape Town
06.2007 - 07.2016
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in specific field.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Dual role of Business owner& Operations manager for the development of the 1st web based front end system for the division
- Steered the requirements based on product and business rules and worked closely with IT and BA's with the design and business requirements
- Upheld great standards of leadership for employees, consistently leading by example by taking ownership[ accountability and recognizing work performance
- Managed SLA's and due diligence for new customers
- Managed SLA's between Sales and Operations
- Reporting and managing KPI;s
- Reported on root cause analysis and mitigating action
- Managed the discretionary committee on exceptions & high level queries
- Developed and implemented high-quality work environment as measured through employee satisfaction ratings.
- Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for the division
- Promoted positive customer experience through day-to-day supervision and management of regional customer service and processes.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills, through constant communication and client visits
Education
High School Diploma -
Garlandale Secondary
Cape Town 01.1982 - 12.1987
No Degree - Certificate Teaching English As A Foreign Language
TEFL ACADEMY
Cape Town 05.2015 - 11.2015
No Degree - Diploma in Personal Beauty
Upskillist
Cape Town 03.2021 - 05.2022
No Degree - Certificate in Leadership
UCT Graduate School of Busines
Cape Town 03.2008 - 10.2009
Skills
Business planning
Accomplishments
- Managing Director Award
- Onshore Convention - Mauritius
- Onshore Convention - Garden Route
- Leadership Award
Managing Director Award
- Was allocated a process/project and collaborated with team of skilled staff of various departments
- Started out as a Proof of concept a new product (group business)
- Managed on an excel spreadsheet
- Migrated to Access (not stable)
- Sequel Front end
- Migrated to Vantage (internal system:) meant for individual business
Onshore Convention _ Mauritius
- Business owner for the 1st of Foundation Market the build and implementation of a web based front end system and the migration from Vantage and MS access information onto the system
Onshore Convention - Garden Route
Implemented the following processes
Broker Process
Retention Process
Outsourcing certain administrative functions
Due diligence process
SLA's
Reduction in turn around time in claims payments from 48hrs - 72hrs to 8hrs
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
No Degree - Diploma in Personal Beauty
Upskillist
03.2021 - 05.2022
Senior Business Operations Manager
Old Mutual South Africa
01.2017 - 08.2020
No Degree - Certificate Teaching English As A Foreign Language
TEFL ACADEMY
05.2015 - 11.2015
Head of Sales and Operations
Old Mutual
01.2014 - 07.2016
No Degree - Certificate in Leadership
UCT Graduate School of Busines
03.2008 - 10.2009
Operations Manager
Old Mutual
06.2007 - 07.2016
High School Diploma -
Garlandale Secondary
01.1982 - 12.1987
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