Summary
Overview
Work History
Education
Skills
Timeline
Generic
Tshoarelo Litheko

Tshoarelo Litheko

Senior Operations Manager
Johannesburg

Summary

Dynamic Operations Manager with a proven track record in enhancing productivity and customer satisfaction. Skilled in data analysis and conflict resolution, I spearheaded process improvements that reduced operational costs and fostered a culture of continuous improvement, empowering teams to achieve strategic goals effectively.

Overview

16
16
years of professional experience

Work History

Operations Manager

WesBank
11.2019 - 05.2023
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Analyzed and reported on key performance metrics to senior management.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Reported issues to higher management with great detail.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Interacted well with customers to build connections and nurture relationships.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Manage personal and team development to increase own skills and competencies for the function and future Leadership growth opportunities
  • Develop and implement policies, procedures, and processes to improve operations and increase efficiency and productivity.
  • Promote diversity within team and value individualism.
  • Manage day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Plan and execute campaigns successfully and on schedule. Maintain operational accountability for all campaign execution.

Team Leader

WesBank
07.2015 - 10.2019
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
  • Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Assisted in recruitment to build team of top performers.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.
  • Fostered positive work environment, resulting in decreased employee turnover and increased team cohesion.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Streamlined internal processes, reducing project completion times and increasing overall efficiency.

Sale of Book Consultant

WesBank
07.2012 - 06.2015
  • Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
  • Managed client relationships through regular check-ins and updates on project progress.
  • Evaluated client needs and expectations, establishing clear goals for each consulting engagement.
  • Developed innovative strategies for clients, resulting in increased revenue and business growth.
  • Identified areas of improvement for clients'' operations, implementing targeted solutions to increase productivity.
  • Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
  • Streamlined internal processes to enhance team efficiency and improve overall project outcomes.
  • Handling of the sale of ceded debt
  • Prepare journals for entries passed between the bank and the purchaser.
  • Pay over received monies from customers to the purchaser.

Insurance Claims Agent

WesBank
03.2007 - 06.2012
  • Managed and monitored accounts for customers whose vehicles were written off or stolen.
  • Provide efficient and effective administrative support to ensure accuracy in the functional area.
  • Contributed to company-wide cost savings by identifying opportunities for improvement in claims handling processes and procedures, resulting in increased operational efficiency.
  • Resolve all customer queries efficiently and within agreed timelines.
  • Deliver exceptional service that exceeds customers' expectations through proactive, innovative, and appropriate solutions.
  • Manage own development to increase own competencies.


Education

Bachelor's Degree - Business Management

The DaVinci Institute
Moderfontein
10.2022

Diploma - Legal Studies

Boston City Campus
Johannesburg
10.2015

Skills

Staff Management

Timeline

Operations Manager

WesBank
11.2019 - 05.2023

Team Leader

WesBank
07.2015 - 10.2019

Sale of Book Consultant

WesBank
07.2012 - 06.2015

Insurance Claims Agent

WesBank
03.2007 - 06.2012

Bachelor's Degree - Business Management

The DaVinci Institute

Diploma - Legal Studies

Boston City Campus

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Tshoarelo Litheko Senior Operations Manager