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
Moderfontein10.2022
Diploma - Legal Studies
Boston City Campus
Johannesburg 10.2015
Skills
Staff Management
Contract Management
New product introductions strategies
Performance Evaluations
Business planning
Work flow planning
Cross-functional communications
Customer relations specialist
Negotiation
Risk analysis and management
Employee relations and conflict resolution
Cost reduction strategies
Project development and life cycle
Data analysis
Operations management
Risk management
Cost reduction and containment
Project Management
Strategic planning
Coaching and mentoring
Recruitment
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