Tshepo Chuene
Manager Projects Operations Office of the Vice Chancellor
Moreleta Park
Summary
Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
26
26
years of professional experience
2034
2034
years of post-secondary education
6
6
Languages
Work History
MANAGER: PROJECTS OPERATION
Tshwane University of Technology Institute for The Future of Work (IFOW)
06.2022 - Current
- Building and advancing the Institute for The Future of Work (IFOW) brand
- Operationalise Institute for The Future of Work
- Partnering with the industry to establish and operationalize technology hubs
- Partnering with the industry to develop Smart operations and Smart Campus
- Develop and Deploy agile efficient processes for resource sustainability
- Organizational performance management and reporting
- Development of organizational strategy and annual performance plan
- Facilitation of innovations and their commercialization
- Stakeholder management (Internal and External)
- Financial and resource management
- Develop and Implement a Customer Experience Strategy for the Institute for The Future of Work
- Align the institution with the Fourth Industrial Revolution (4IR) Technologies
- Develop and refine the partnership strategy for all infrastructures to ensure IFOW can grow in the service of its mission
- Proactively identify, prioritize, create, and approach new opportunities for collaboration, funding, academic research, and/or exploratory offerings to develop long-lasting partnerships that further establish IFOW’s role in the(Future of Work) FoW ecosystem
- Identifying complementary opportunities that help IFOW and its partners achieve their strategic goals in mutually supportive ways
- Create an engagement framework to ensure that all partners and networks are served purposively and in bespoke ways
- Identify income opportunities from grants and foundations and support them with relevant applications
- Work with the Comms team to ensure an engagement strategy for existing and potential partners through IFOW’s channels, content, and events
- Establish an impact monitoring and reporting framework to showcase the impact to all stakeholders
- Assess the feasibility of future commercialisation options, bearing in mind the small size of the organisation and nature of our work to advance our charitable mission
SENIOR MANAGER: OPERATIONS
National Lotteries Commission
09.2012 - 03.2020
- Providing Administrative Support for the Distributing Agencies
- Ensuring adherence to the minimum 5% NLDTF regulation distribution per province
- Implementation of the application-based grant funding model
- Managing and monitoring the 150-day turnaround as per regulations
- Develop and implement operational target
- Ensure that all activities and operations are performed in compliance with relevant legislation
- Oversee the management of budget (expenditure and budget)
- Development and implementation of Strategy and policies
- Oversee provincial operations and provide strategic direction to provincial Managers
- Customer Services and Stakeholder Management
- Ensure adherence and implementation of corporate governance
- End-to-end operational management
- Staff Management
- Risk Management
- Managing of the National Call Centre (inbound and outbound)
- Managing Organisation‘s Document Management
- Develop Customer Service strategies, policies, and process flows for all provincial offices
- Set customer service targets and plan areas of improvement for all provincial offices
- Implementation and Auditing of Quality Management Systems in line with ISO standards
- Management of end-to-end business operational efficiency process
- Stakeholder management
- Ensuring effective and Equitable grant funding as per legislation
- Provide education awareness and Capacity building in line with the legislation
- Provision of organizational performance report in line with Annual Performance Plan (APP)
- Previous Acting Positions in the NLC
- Acting Chief Technology Officer (8 Months) 2013 September to 2014 May 2014
- Acting Senior Manager: Grant Operations (24 months)
MANAGEMENT CONSULTANT (CUSTOMER SERVICES and Revenue enhancement)
Baitsenape Technologies
07.2007 - 08.2012
- Analyse and understand the business issues and data challenges of the organization
- Identify the strengths and weaknesses and suggest areas of improvement
- Review, edits, specification business, and recommendations related to the proposed solution
- Develop functional specifications for client engagement
- Ensure issues identified, tracked reported on are resolved promptly
- Work with organization personnel to identify required changes
- Communicate needed changes to the development team
- Enforcement of deadlines and schedules
- Take inputs from the supervisor and appropriately and accurately apply project standard
- Resource Management by project schedule
- Organize and conduct team meetings, provide feedback in the form of presentations and tactful communication on sensitive issues
- Identify critical issues with ease and provide solutions (Problem-solving)
- Developed the following strategies, Revenue Enhancement Change Management
- Data migration from Water Accounts Revenue Management System to SAP
- Municipal revenue Management processes and policies and Customer care and liaison
AREA MANAGER
City Power
09.2002 - 04.2007
- Ensure that area business plan in corporation tactical and strategic goals are achieved
- Develop Strategic annual performance plans for implementation
- Monitoring and evaluation of operations
- Ensuring operational efficiency
- Creating a walk-in Centre with the Capability to deal with all service request
- Business balance scorecard performance
- Monitor and produce a detailed Area Monthly report and monthly variances
- Management of Performance compact
- Monitor and Adherence to value chains business rules
- Define an Area of Performance governance and KPI
- Optimize revenue management through the implementation of Sound credit control measures
- Ensure that Customer relationship processes are applied in a way that meets the customer's needs
- Ensure that sufficient resources are deployed to meet area demands
- Promoting internal and External Stakeholder Management
- Business Efficiency and operating cost
- Compliance with the National Regulator Standard (NRS047) NERSA
- Liaise with community-based organizations on the development of the community
- Research and improve service in terms of the latest technologies
- Pro-active customer education
- Staff management
- Projects management
call centre agent
National Development Agency
02.2000 - 09.2002
call centre supervisor: telesales
Telkom SA
02.1999 - 01.2000
Education
Masters - Business Leadership
Da Vinci Business School
Post Graduate Diploma - Business Administration
Unisa School of Business Leadership
01.2015 - 12.2015
Bachelor of Administration - undefined
University of the North (Limpopo)
01.1994 - 12.1994
Grade 12 - undefined
Maimane Senior Secondary School
01.2016 - 12.2016
Certificate - ISO 19011 and ISO 17021 Quality Management System Auditing
South African Bureau of Standards (SABS) Training Centre
01.2016 - 12.2016
Certificate - ISO 9001:2015 Understanding and Implementation
South African Bureau of Standards (SABS) Training Centre
01.2016 - 12.2016
Certificate - Total Quality Management
University of Pretoria
01.2017 - 12.2017
Certificate - Effective Stakeholder Management
University of Pretoria
01.2021 - 12.2021
Certificate - Business Administration and Finance
Shared IQ
01.2021 - 12.2021
Certificate - Project Management Fundamentals
Shared IQ
01.2022 - 12.2022
Skills
Team leadership
Accomplishments
- Council Member of Contact Centre Management Group (Call Centre Professional Body)
- National Lotteries Commission Chairperson: Business Operations Efficiency Committee
- National Lotteries Commission Enterprise Wide Risk Management Committee Member
- National Lotteries Commission ICT Steering Committee Member
- National Lotteries Commission Bid Evaluation Committee Member
- City of Johannesburg Visible Service Delivery Committee, 01/01/04 - 12/31/06
- Alexandra Social Housing Trust, 01/01/04 - 12/31/06
- Member of Alexandra Renewal Project (Responsible for Stakeholders Management), 01/01/04 - 12/31/06
Residential Location
806 Johanita Street, Moreleta Park, Pretoria, 0044
Awards
- National Lotteries Commission 'somisanang award' (teamwork), 12/31/16
- City Power JHB Pty Ltd Customer Service Excellence Award from CEO's Office, 12/31/05
- City Power JHB Pty Ltd Customer Service Excellence Award from CEO's Office, 12/31/03
- Telkom SA 3rd Position LAU 33, 12/31/99
- University of the North: Executive Director Student Affairs Leadership Award
- School Science Fare-Project Winner, 12/31/90
Personal Information
- ID Number: 7509295579083
- Ethnicity: Black (African)
- Gender: Male
- Nationality: South African
- Driving License: Code 10 (C1)
Timeline
MANAGER: PROJECTS OPERATION
Tshwane University of Technology Institute for The Future of Work (IFOW)
06.2022 - Current
Certificate - Project Management Fundamentals
Shared IQ
01.2022 - 12.2022
Certificate - Effective Stakeholder Management
University of Pretoria
01.2021 - 12.2021
Certificate - Business Administration and Finance
Shared IQ
01.2021 - 12.2021
Certificate - Total Quality Management
University of Pretoria
01.2017 - 12.2017
Grade 12 - undefined
Maimane Senior Secondary School
01.2016 - 12.2016
Certificate - ISO 19011 and ISO 17021 Quality Management System Auditing
South African Bureau of Standards (SABS) Training Centre
01.2016 - 12.2016
Certificate - ISO 9001:2015 Understanding and Implementation
South African Bureau of Standards (SABS) Training Centre
01.2016 - 12.2016
Post Graduate Diploma - Business Administration
Unisa School of Business Leadership
01.2015 - 12.2015
SENIOR MANAGER: OPERATIONS
National Lotteries Commission
09.2012 - 03.2020
MANAGEMENT CONSULTANT (CUSTOMER SERVICES and Revenue enhancement)
Baitsenape Technologies
07.2007 - 08.2012
AREA MANAGER
City Power
09.2002 - 04.2007
call centre agent
National Development Agency
02.2000 - 09.2002
call centre supervisor: telesales
Telkom SA
02.1999 - 01.2000
Bachelor of Administration - undefined
University of the North (Limpopo)
01.1994 - 12.1994
Masters - Business Leadership
Da Vinci Business School
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