Zandile Zondo
Technical Team Leader
Durban
Summary
Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
14
14
years of professional experience
10
10
years of post-secondary education
Work History
Technical Team Leader
Old Mutual
05.2023 - Current
- Managing team of 15
- Guide and directs staff to achieve operational excellence.
- Responsible for day-to-day feedback and review of performance.
- Deliver, maintain, and enhance service/ work standards and work quality within given process.
- Selects potential staff to sustain customer/client service delivery.
- Ability to manage fully remote working teams.
- Finding efficient ways of work (system, process)
- Complaints quality assessor
- Diary champion
- Finalizing of risk register when required by compliance.
- Previous admin specialist duties still form part of my current role.
- Restrict T champion.
- Conduct training and mentor team members to promote productivity, accuracy, and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Assisted in recruitment of new team members(Students), to build team of top performers.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Administration Specialist(Secondment)
Old Mutual
06.2021 - 04.2023
- Handling of monthly and quarterly reports (Board, Complaint's, Customer board report, FSCA report, Management and SARAF reports)
- Complaint's champion
- Complaints Quality Assurance Assessor
- Extracting of MIS and analyzing data
- Testing new processes and system enhancements (Impact and Non-impact)
- Gathering and documenting requirements required to ensure robotics success rate improves
- Finalizing of risk register when required by compliance
- Analyzing claims
- Preparation of internal audit documentation and paperwork
- Delivers, maintains, and enhances service / work standards and work quality within given process
- Investigating potential fraud cases before sending to GFS for final findings
- Collected, validated, and distributed information to employees.
Client Services Consultant/Administrator
Old Mutual
03.2010 - 06.2021
- Processing funeral claims
- Part Withdrawals and Surrenders
- Follow up complaints
- Fraud cases (identifying and sending cases to forensic department to investigate)
- Ensuring claims are paid within SLA
- Activating and deactivating of debit orders, bank detail changes and deduction date changes
Education
Principles of Project Management Certificate -
Wits Business School
Durban 11.2021 - 02.2022
Bcom General Degree - Risk Management And Accounting
Regent Business School
Durban 07.2016 - 05.2021
High School Diploma -
Brettonwood High School
Durban 01.2001 - 12.2005
Skills
Critical thinkingCommunication and team working skillsBusiness Process ImprovementRoboticsBAU (Tester) Dev/ QA/ ProdGood knowledge of Root Cause AnalysisAbility to keep detailed recordsProficiency in Microsoft Office (Word, Excel, Outlook, and PowerPoint)Professional time managementExcellent organizational skillsPlanning and prioritizingObservation and Detail orientated
Overtime Management
Expectation Setting
Documentation and Reporting
SOP Adherence
Coaching
Preferred Language
English
Personal Information
- Willing To Relocate: Yes
- Age: 35
- Gender: Female
- Nationality: South African
- Driving License: Code 10 (C1)
Timeline
Technical Team Leader
Old Mutual
05.2023 - Current
Principles of Project Management Certificate -
Wits Business School
11.2021 - 02.2022
Administration Specialist(Secondment)
Old Mutual
06.2021 - 04.2023
Bcom General Degree - Risk Management And Accounting
Regent Business School
07.2016 - 05.2021
Client Services Consultant/Administrator
Old Mutual
03.2010 - 06.2021
High School Diploma -
Brettonwood High School
01.2001 - 12.2005