Success Mathebula
Operations Support Manager
Johannesburg,GP
Summary
Dynamic Operations Support Manager at Old Mutual - PF, recognized for enhancing operational efficiency and fostering strategic partnerships. Expert in scheduling coordination and employee relations, I successfully improved team productivity through targeted training and conflict resolution, while maintaining high customer satisfaction and loyalty.
Overview
33
33
years of professional experience
Work History
Operations Support Manager
Old Mutual - PF
Johannesburg, South Africa
09.2006 - Current
- Enhanced team productivity by providing ongoing training and development opportunities.
- Developed strong relationships with vendors to negotiate favorable pricing and contract terms.
- Increased operational agility through effective planning, forecasting, risk mitigation strategies.
- Coordinated employee schedules, optimizing staffing levels to meet fluctuating workload demands without compromising service quality or efficiency.
- Conducted regular performance reviews, setting clear expectations and providing constructive feedback to support staff growth.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Education
Bachelor of Arts - Communications
University of Fort Hare
Alice, South Africa 04.2001 -
Skills
Operational efficiency
Scheduling coordination
Process updates
Performance improvements
Due diligence
Compliance requirements
Planning and implementation
Operations management
Decision-making
Employee relations and conflict resolution
Staff development
Strategic partnerships
Timeline
Bachelor of Arts - Communications
University of Fort Hare
04.2001 -
Operations Support Manager
Old Mutual - PF
07.1992 - Current