Zaheer Claasen
Senior Client Service Manager
Cape Town
Summary
Experienced Senior Client Service Manager with 10 years of demonstrated history working in the consumer services industry within a Digital, Outbound, and Inbound Call Centre and Operations environment. Enabling me to manage multifaceted processes and products simultaneously. I excel in developing and implementing key performance indicators (KPIs) that align with organizational goals, ensuring compliance with contractual agreements, and addressing escalated client issues effectively. My proactive approach has successfully improved processes, productivity and client retention.
With a strong educational foundation, including a Postgraduate Diploma in Business Acumen and a National Diploma in Project Management, I am committed to fostering collaboration, innovation, and growth within teams to achieve outstanding results in fast-paced environments.
Overview
13
13
years of professional experience
2
2
years of post-secondary education
Work History
Client Service Manager
Intelligent Debt Management
02.2023 - Current
- Guiding and taking full accountability for performance of junior managers and team leaders
- Overseeing relationship building with clients
- Responding to and providing feedback on escalated and high profile client queries
- Proactive and continuous review of existing processes and systems to identify and implement productivity enhancing ideas
- Working closely with the Head of Client Services to ensure high levels of client service and retention
- Monthly goal setting and review with direct reports
- Driving and monitoring the right behaviors and attitudes in accordance with company vision and values
- Building effective relationships with internal and external stakeholders
- Track and analyze team performance metrics, ensuring service levels are exceeded.
- Collaborate with Exco to develop and implement strategies for improving client satisfaction and retention.
- Identify opportunities for process enhancements and implement changes to improve efficiency and service quality.
- Prepare and present reports on client service metrics, trends, and areas for improvement to stakeholders.
- Gather and analyze client feedback to inform service improvements and adapt strategies as needed.
- Lead special projects and initiatives aimed at enhancing client service offerings and value-added services
Operational Excellence Manager
Boldr
01.2022 - 01.2023
- Design business analysis and data recording systems for use throughout the department
- Maintain databases and perform updates as necessary to ensure accuracy
- Regularly examine data reports to locate and resolve mistakes throughout
- Accurately analyze and collect data for various types of business reports
- Create business reports that provide insight into key data points
- Communicate the results of data analysis in written and verbal form to managers
- Drive and lead projects that will affect positive change in the Service Delivery organization
- Collaborate with Service Delivery Management to drive continuous improvement initiatives
- Generate ideas for process and service improvement planning
- Produce daily, biweekly, monthly, and ad hoc internal reports
- Use trends and reports to forecast requirements
- Ensures that all reports originating from the department are accurate and reliable
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position
Operations Manager
Merchants SA
01.2018 - 01.2022
- Coach and support Team Leaders
- Day to day management of overall operational performance
- Document Team Leaders Personal Development Plans
- Ensure all Human Resources policies and procedures are observed
- Provide timely and professional customer support through regular customer touch points
- Develop and highlight potential growth opportunities by proactively reviewing processes and client engagement
- Create alignment by building sustainable and trustworthy relationships with clients
- Successfully assisted with onboarding 102 stores by showcasing value add via Contact Centre
- Serve as point of contact between organization and clients
- Working closely with store operations and implemented strategies to improve customer retention while reducing complaints ratio
- Contributed to the implementation of a specialized sales team and driving sales through service resulting in revenue stream
- Provide relevant internal and external reports highlighting key metrics to support decision making
- Analyses operational data and trends and take relevant action to improve customer journey
- Conducting monthly client reviews highlighting opportunities to improve business processes and mitigate risks
- Establish, build, and maintain successful working relationships with clients and manage their escalations and complaints
- Establish metrics and key measures are put in place and monitored to achieve client SLA and contractual agreements
Sales Manager
Merchants SA
01.2017 - 01.2018
- Implement operations in line with regional operational procedures and direct the execution of operating policies to support overall business and company policies and objectives
- Establish performance goals, allocate resources and assess the policies of senior management to ensure that client SLA’s and contractual agreements are met
- Ensure sustained and profitable growth throughout the contractual lifecycle and establish and manage an operational budget
- Effectively manage a team of Operation Specialists, their resources, development and overall performance
- Produce and distribute reports to relevant stakeholders highlighting key metrics to support decision making
- Ensure that all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operation
- Identify areas of improvement in systems and process that operates within the center and plan, design and implement actions within the business protocols
- Ensure that the required metrics and measures are in place and monitored to provision the management of the client SLA and contractual agreements
- Establish performance goals, allocate resources and assess the policies of senior management within the business unit
- Delivery of operational performance against contractual requirements and implement new operational services that relate to the achievement of client satisfaction
- Building and maintaining successful working relationships with clients
- Ensure that all regulatory and benchmarks are adhered to and achieved
- Identifying areas for client satisfaction improvement and confirming strategic alignment
- Manage and administer budget allocation
- Utilization of resources and provide leadership and motivates employees towards the fulfilment of the organization’s mission
- Planning and organizing
- Coach and development of individuals in the team
- Ensure that all human resources policies and procedures are observed and implemented
- Liaising with internal and external customers
Business Unit Leader- Academy
Direct Axis
01.2015 - 01.2017
- Set up each new intake as an event and plan resources, seating including induction, shifts, intakes, scorecards and adhoc workshops in advance of incubation intake
- Analysis and evaluation of areas of under-performance and initiation of appropriate actions to ensure goals are met
- Provide insight and feedback regularly and timeously to stakeholders who impact incubation
- Ensure that team leaders and support staff, are performing and achieving the work standards and relevant benchmarks as set out in their score cards
- Ensure all processes for intakes into incubation or performance coaching are followed rigorously by the support teams and manage performance in line with the HR policies
- Building close relationships within and outside area and ensure that all external stakeholder relationships are carefully managed
- Engage with relevant stakeholders to ensure that expectations are met
- Ensure that all regulatory and quality benchmarks are obtained by the team and managed accordingly
- Effectively manage business change in fast paced environment
- Manage diversity and change within the department
- Determine stakeholder’s needs and expectations
- Prioritize demands
- Effectively manage change process within the performance centre environment
- Ensure that all regulatory and quality benchmarks are obtained by the team and managed accordingly
Business Unit Leader- Ops Impact
Direct Axis
01.2012 - 01.2015
- People management including but not limited to recruitment, performance management, coaching, compliance monitoring, motivation, succession planning, training, and development
- Prepare and present monthly operational and financial reports
- Evaluate existing processes, identify trends and suggested improvements
- Manage business processes by ensuring that the department is adequately resourced
- Review and analyze targets in order to optimize efficiencies and ensure that monthly productivity targets are met
- Maintain the close working relationship with our internal risk partners and identify opportunities for automation or business and process improvements
- Effectively manage business change in fast paced environment
- Manage diversity and change within the department
- Assist with trouble shooting and finding solutions for situations or problems identified
- Manage and contribute to projects within the department as well as across the division
- Plan assign and monitor work tasks for optimum team efficiency
- Perform monthly staff performance evaluations
- Identify and address development needs
- Develop staff training programs and reference manuals
- Formulate and implement customer service policies and procedures
- Analyze data to identify strategies for improvement of service and productivity
- Ensure the consistent achievement of customer service levels and standards
- Resolve escalated customer service issues
- Manage departmental budget and control costs
- Coordinate, manage and monitor the workings of various departments in the organization – ensure agent resources are adequately deployed
Education
PGDIP - Business Acumen
UCT Graduate School of Business
01.2016 - 12.2016
National Diploma - Project Management
Cape Peninsula University of Technology
01.2012 - 12.2012
Skills
Client Relationship Building
Ability to think at strategic level and execute at tactical level
Planning, organising and resource management
Analytical review of data
Conflict Resolution
Decisive and action-oriented
Resilient, adaptable and responsive to change
Motivating, developing and performance management
Advanced knowledge of communication and productivity tools
Timeline
Client Service Manager
Intelligent Debt Management
02.2023 - Current
Operational Excellence Manager
Boldr
01.2022 - 01.2023
Operations Manager
Merchants SA
01.2018 - 01.2022
Sales Manager
Merchants SA
01.2017 - 01.2018
PGDIP - Business Acumen
UCT Graduate School of Business
01.2016 - 12.2016
Business Unit Leader- Academy
Direct Axis
01.2015 - 01.2017
Business Unit Leader- Ops Impact
Direct Axis
01.2012 - 01.2015
National Diploma - Project Management
Cape Peninsula University of Technology
01.2012 - 12.2012
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