Tshipfumo Mkhawane
Team Leader
JHB
Summary
Experienced professional with 13+ years in operations, team leadership, and sales in the insurance industry. Skilled at driving operational excellence, optimizing processes, and building high-performing teams. Proven ability to champion service quality, ensure compliance, and achieve ambitious targets. Proficient in resource management, training and development, and leading continuous improvement initiatives. Capable of building strong customer relationships, understanding needs, and delivering exceptional service. Results-driven leader with a track record of success in motivating teams, streamlining operations, and contributing to revenue growth. Seeking a challenging opportunity to leverage unique skill set and contribute to the success of a dynamic organization.
Overview
11
11
years of professional experience
Work History
Operations Team Manager
Professional Provident Society (PPS)
12.2021 - 05.2024
- Led a high-performing operations team, focusing on continuous improvement and employee development.
- Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
- Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
- Managed key projects from inception to completion, delivering results on time and within budget constraints.
- Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
- Evaluated team performance regularly to identify opportunities for improvement or professional development initiatives.
- Developed and maintained relationships with external vendors and suppliers.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Acting Team Leader
Professional Provident Society (PPS)
01.2020 - 11.2021
- Provided interim leadership for achieving sales and operational goals
- Conducted performance reviews and ensured SLA adherence
- Supported sales initiatives and contributed to revenue targets
- Oversaw operations, administrative tasks, and team health and safety
- Collected, arranged, and input information into database system.
- Conducted regular reviews of operations and identified areas for improvement.
Operational Specialist
Professional Provident Society (PPS)
01.2017 - 12.2020
- Designed and delivered training programs for upskilling
- Conducted testing, quality assurance, and process improvement
- Mentored and coached team members for skill enhancement
- Developed training materials and resources for continuous learning
- Provided production support and identified process optimization
Quality Assurance Agent
Professional Provident Society (PPS)
03.2013 - 01.2017
- Verified application forms and new business information accurately
- Liaised with underwriting for compliance with member contracts
- Handled customer inquiries and resolved issues promptly
- Performed administrative tasks for seamless new business processing
- Maintained productivity targets and turnaround times
Education
Data Analysis -
University of Cape Town
The Basics of Business -
University of South Africa
Senior Certificate - Grade 12
Matseliso Secondary School
Numerical Skills For Business
University of South Africa
Skills
Team Collaboration Leadership
Timeline
Operations Team Manager
Professional Provident Society (PPS)
12.2021 - 05.2024
Acting Team Leader
Professional Provident Society (PPS)
01.2020 - 11.2021
Operational Specialist
Professional Provident Society (PPS)
01.2017 - 12.2020
Quality Assurance Agent
Professional Provident Society (PPS)
03.2013 - 01.2017
Senior Certificate - Grade 12
Matseliso Secondary School
Data Analysis -
University of Cape Town
The Basics of Business -
University of South Africa
Numerical Skills For Business
University of South Africa
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