Thabiso Mahlatsi Lekala
Operations Manager
Nellmapius
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
13
13
years of professional experience
2009
2009
years of post-secondary education
Work History
Operations Manager
Khanya Wealth Advisory
10.2024 - Current
- Monitoring of financial services rendered by Representatives
- Maintaining of Representative Register
- Debarment of Representatives
- Coaching and Mentoring of Representatives
- Liasing with Representatives and Product Providers
- Reporting and operations
- Overseeing pre-to-post-sales support and activities to ensure the greatest level of satisfaction
- Identifying and minimising threats as part of ongoing Risk Management
- Managing collected and creating user-friendly reports that can help executives to identify company progress, regression and any fluctuations in output
- Continually reviewing insurance policies to confirm that policyholder needs are best addressed
- Oversee any claims investigations
- Recommend risk management strategies that will mitigate the risk
- Prepare and present detailed reports on the progress of initiatives to management
- Managing overall operations
- Ensure that the FSP maintains operational ability
- Ensure that the FSP remains financially sound
- Ensure that internal control structures and procedures are in place to ensure adherence of to the Act and relevant subordinate legislation
- Ensure that the appropriate risk control measures are in place and that the risks of the FSP are effectively monitored
- Ensure that complaints are handled in an effective and procedurally fair manner
Broker
PPS for Professionals
10.2022 - 10.2024
- Providing suitable advice to best fit the needs and requirements of professionals
- Preparing and presenting proposals to existing and potential clients using state-of-the-art financial planning tool
- Meeting clients to understand their financial objectives
- Explaining complex information relating to Financial Advisory in a clear and effortless way
- Managing, maintaining and building new and existing client relationships
- Growing a client book within the professional niche market
- Adhering to compliance, operational procedures and practice management standards
- Staying abreast of product information, performance and industry changes
- Manage, monitor, and control the team's delivery on Service Level Agreements made with clients.
- Manage, monitor, and control the team’s execution of client requests, concerns, and queries.
- Act as an escalation point to the team in addressing and resolving client queries.
- Manage and monitor productivity relating to Key areas within the branch.
- Ensure team’s adherence to correct procedure and protocol when following up on and attending to queries.
- Analyze the Client Service processes and identify opportunities for improvements; implement improvements within the team.
- Identify and report process and system failures and enhancements to improve client experience.
- Update and maintain relevant standard operating procedures within the Client Service area, to ensure the maintenance of quality and consistency in service delivery and client experience.
- Ensure effective administration.
- Implement Corrective Action
- Building a professional network and sustainable business within the professional market
Broker Sales Advisor
Momentum Metropolitan
06.2021 - 03.2022
- Contacting prospective short-term insurance clients to assist with any short-term insurance related quotes
- Create sales opportunities for cross selling and up-selling of products.
- Has the ability to compare multiple product offerings and direct the clients with solid advice processes.
- Providing telephonic/ email support to clients that may have short-term related queries on products and quotes.
- Undertaking client follow-ups on leads.
- Develop and maintain excellent relationships with key brokers within the industry.
- Achieve set sales targets.
- Build a positive and professional image of the brand.
- Updating/entering call outcome information on internal systems for later follow-up or closure.
- Follow the market trends and continuously refurbish knowledge of products and services.
- Fulfil all policy requirements.
- Develop and/or deliver insurance education and training sessions to clients and staff.
- Is familiar with the FAIS Act, fit and proper requirements and is compliant in all functions and tasks 100% of the time.
Client Care Team Manager
Outsurance Holdings Ltd
02.2019 - 03.2021
- Management of a team of client Care advisors
- Handling escalated complaints and dealing with irate clients from client relations
- Checking and validating of all feedbacks within the team
- Monitoring the teams Bulletin Board
- Observing advisors live while they are on calls
- Driving performance within the team
- Assisting the other advisors in the department when applicable
- Manage complaints effectively
- Improve client experience and guiding advisors to give awesome service
- Coaching and training advisors on product knowledge, processes and procedures as well as rendering Awesome service
- Conduct Monthly quality audits to ensure quality assurance standards are met
- Conduct daily effort audits
Client Care Advisor
Outsurance Holdings Ltd
08.2015 - 01.2019
- Responsible to up-sell existing policies
- Meet deadlines and targets
- Dealing with client queries and complaints on all levels in a competent, efficient and professional way.
- Assist with written correspondence where necessary.
- Ensuring excellent and Awesome service to client
- Completing administrative and repetitive tasks
- Applying logic in all circumstances
- Assisting Walk-in-clients
- Conducts detailed financial needs analysis and provides professional advice
Client services Advisor (Outbound)
MiWay Insurance
04.2014 - 07.2015
- Dealing with multiple telephonic queries from MiWay members, dealers and internal parties
- Dealing with all queries through to resolution
- Resolving complaints
- Keeping client up-to-date with their queries
- Ensuring excellent quality service to all members
- Completing administrative and repetitive tasks
- Keeping accurate detailed stats of all queries/correspondence and reporting on it on a weekly basis
- Logging of all queries and routing all enquiries to correct departments
- Keep up-to-date with policy and product changes
- Assisting with written correspondence where necessary
- Driving the values of first-time resolution on all interactions
- Assisting Walk-in-clients
- Applying logic in all circumstances
Supervisor
Wakaberry the grove
12.2011 - 01.2014
- Direct, Lead and Manage Staff
- Oversee conduct of all Wakaberry team in store at all times
- Ensure all staff can fulfil their duties and can work on the POS
- Aid in training of new Wakaberry team
- Have thorough knowledge of the business
- Open/Close store as per shift
- Maintain functional flow of storage
- Develop ability to troubleshoot equipment malfunctions
- Maintain and oversee cleaning of store
- Manage floats and change in tills
- Manage day end and cash-up
- Be responsible and aware of security issues
- Act as PR for Wakaberry when dealing with customers
Education
Grade 12 -
Vlakfontein High
Diploma in Marketing Management - undefined
Institute of Marketing Management
Bcom - Accounting Science
University of South Africa
Skills
Proactive team player
Customer service
Performance monitoring
Problem-solving
Operations management
Process improvement
Staff management
Organizational management
Interests
Singing
Reading
Listening to music
Painting
Personal Information
- Criminal Record: None
- Date of Birth: 28/02/1992
- Gender: Female
- Nationality: South African
- Driving License: Yes CODE B
- Marital Status: Married
Timeline
Operations Manager
Khanya Wealth Advisory
10.2024 - Current
Broker
PPS for Professionals
10.2022 - 10.2024
Broker Sales Advisor
Momentum Metropolitan
06.2021 - 03.2022
Client Care Team Manager
Outsurance Holdings Ltd
02.2019 - 03.2021
Client Care Advisor
Outsurance Holdings Ltd
08.2015 - 01.2019
Client services Advisor (Outbound)
MiWay Insurance
04.2014 - 07.2015
Supervisor
Wakaberry the grove
12.2011 - 01.2014
Diploma in Marketing Management - undefined
Institute of Marketing Management
Bcom - Accounting Science
University of South Africa
Grade 12 -
Vlakfontein High
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