Thando Maedi

• Management and monitoring of On Road execution activity to mitigate risk of service failure.

• Support Control Tower partners with relevant on road requirements relating to delivery status, route deviations, collection requests, etc.

• In conjunction with the Risk Department, management of risk related to community protest, driver fatigue, safe operating procedures, and process adherence.

• Reporting of driver behavior impacting service delivery.

• Management of department time and attendance.

• Application of Disciplinary Framework to manage employee behavior and misconduct.

• Management of shift patterns to ensure optimal coverage of functional areas, specifically in relation to leave periods.

• Development and management of “Individual Performance Assessments” for staff to create structure, clarity, and objective measure of individual output.

• People development in line with Imperial skills development policy.

• Maintain and manage Opsi Cloud / Fleet Vision and Fleet Vision database.

• Act as Operations Controller, providing training, SOPs, and support to operations controllers.

• Provide coaching and regular feedback to operations controllers to improve performance.

• Identify and implement disciplinary actions/corrective measures for operations controllers as necessary.

• Assist Expediting Manager with compiling weekly shift rosters.

• Manage CLDC TMS Expediting and staff, ensuring smooth operational flow.

• Provide input for weekly team and management meetings.

• Handle escalated queries/complaints from CLDC management and TMS Managers, offering feedback to resolve issues.

• Liaise with clients on queries/complaints, ensuring customer satisfaction.

• Assist agents in handling customer complaints and ensure KPIs are in place and monitored for performance.

• Ensure adherence to documentation, operation systems, and admin systems required by both the company and clients.

• Enter data into the TMS system and ensure accuracy.

• Responsible for capturing and processing trip sheets.

• Brief and debrief drivers, ensuring they have all necessary information for their routes.

• Liaise with customers (internal and external), building strong relationships and maintaining clear communication.

• Monitor and track vehicles while on route, ensuring timely deliveries.

• Escalate and report on vehicle incidents and delays to relevant stakeholders.

• Conduct risk assessments for potential institutions on behalf of CETA.
• Perform compliance checks and site visitations for institutions being considered by CETA.
• Liaise with CETA and institutions to ensure that obligations are met.
• Provide recommendations to CETA on suitable institutions to collaborate with based on risk assessments.

• Resolve customer queries through inbound calls and provide product/service information.
• Assist customers with loan, credit, and debit card applications, approvals, and issuing.
• Provide financial advice and product sales to customers.
• Support branch consultants with inquiries and customer needs.