Zubair Cassim
Business Unit Manager
Indian/Asian
Summary
Experienced Business Manager skillful in monitoring and managing daily business operations with focus on continuous improvement. Transforms underperforming operations into successful enterprises using resourcefulness and high-level business acumen. Decisive and analytical with 18-year history of successful industry performance.
Overview
18
18
years of professional experience
Work History
Customer Services Business Manager
1Life
10.2019 - Current
- I Lead 4 Customer Services teams
- My core function is strategy which encompasses business growth through customer experience, cost efficiency and staff development
- I am involved in operational work as expressed in the 5 key points below: Customer Experience – Monthly Trust, CES and NPS monitoring, engagement with all relevant stakeholders to improve client experience based on above and SACsi scores
- Cascade solutions down to Team Lead and agent level to ensure alignment with client feedback and solutions discussed with Senior leadership
- Client care – This area comprises of 2 Team leads + 22 agents, we handle all incoming traffic via calls and emails
- Our Service Level, adherence and turnaround times are always well above target, and this is achieved through hard work, perseverance, and passion to deliver a first-class client experience
- Resolutions – This area comprises of 1 Team Lead + 8 agents, we handle all direct, social and Ombud complaints
- We are renowned for our exceptional social media TAT, and we do very well on our direct and Ombud responses (we always meet our targets)
- HIV – This area comprises of 1 Team lead + 7 agents, post-sale, my HIV team steps in to assist our clients with booking their HIV tests either through our lab, pharmacy or traveling nurse options
- This is a tough task as all pure life clients have 3 months to complete their test
- The team helps in every possible way to make sure all clients complete their tests as this has a direct impact on cover type, exclusions etc
- Onboarding Team – This area comprises of 1 Team lead + 18 agents, a relatively new team however, their role in business is extremely important
- The Welcome/Onboarding team was put in place to reduce cancellations and increase initial premium collection
- The team performance is exceptional, we have seen positive results when measuring premium collection for Welcomed vs non-Welcomed clients and a reduction in the % of cancelled policies post Welcome call.
Outbound Senior Sales Manager
1Life
03.2019 - 09.2019
Outbound Sales Manager
1Life
09.2018 - 03.2019
Academy Life/Funeral Manager
1Life
08.2017 - 08.2018
Funeral Sales Manager
1Life
04.2017 - 07.2017
Outbound Sales Manager
1Life
01.2016 - 03.2017
Inbound Sales Manager
1Life
06.2012 - 12.2015
Inbound Sales Consultant
1Life
11.2006 - 06.2012
- Sales, Customer Care, Stand in Supervisor
- Many awards/certificates for highest monthly sales and Quality
Sales Consultant
AIG Life
2 2005 - 10.2006
- Telesales Life insurance
Education
Johannesburg Secondary School
BBA - Business Administration
Milpark
Johannesburg 04.2001 -
No Degree - Management Program
Mckinsey
Global School Online Learning 04.2001 -
NQF 5/120 FAIS Credits - Wealth Management
Milpark
Johannesburg, South Africa 04.2001 -
Skills
- Strategic Planning
- Operations Management
- Financial Oversight
- Staff Training
- Customer Service
- Business Development
- Business Planning
- Strategic Initiatives
- Staff Management
- Project Management
- Financial Management
- Customer Relations
- Sales and Marketing
Job Accountabilities
I Lead 4 Customer Services teams. My core function is strategy which encompasses business growth through customer experience, cost efficiency and staff development. I am involved in operational work as expressed in the 5 key points below:, Monthly Trust, CES and NPS monitoring, engagement with all relevant stakeholders to improve client experience based on above and SACsi scores. Cascade solutions down to Team Lead and agent level to ensure alignment with client feedback and solutions discussed with Senior leadership., This area comprises of 2 Team leads + 22 agents, we handle all incoming traffic via calls and emails. Our Service Level, adherence and turnaround times are always well above target, and this is achieved through hard work, perseverance, and passion to deliver a first-class client experience., This area comprises of 1 Team Lead + 8 agents, we handle all direct, social and Ombud complaints. We are renowned for our exceptional social media TAT, and we do very well on our direct and Ombud responses (we always meet our targets)., This area comprises of 1 Team lead + 7 agents, post-sale, my HIV team steps in to assist our clients with booking their HIV tests either through our lab, pharmacy or traveling nurse options. This is a tough task as all pure life clients have 3 months to complete their test. The team helps in every possible way to make sure all clients complete their tests as this has a direct impact on cover type, exclusions etc., This area comprises of 1 Team lead + 18 agents, a relatively new team however, their role in business is extremely important. The Welcome/Onboarding team was put in place to reduce cancellations and increase initial premium collection. The team performance is exceptional, we have seen positive results when measuring premium collection for Welcomed vs non-Welcomed clients and a reduction in the % of cancelled policies post Welcome call.
Telephone
+27 11 428 1650
Personal Information
- ID Number: 8312035085084
- Age: 40
- Date of Birth: 12/03/83
- Gender: Male
- Marital Status: Married
Timeline
Customer Services Business Manager
1Life
10.2019 - Current
Outbound Senior Sales Manager
1Life
03.2019 - 09.2019
Outbound Sales Manager
1Life
09.2018 - 03.2019
Academy Life/Funeral Manager
1Life
08.2017 - 08.2018
Funeral Sales Manager
1Life
04.2017 - 07.2017
Outbound Sales Manager
1Life
01.2016 - 03.2017
Inbound Sales Manager
1Life
06.2012 - 12.2015
Inbound Sales Consultant
1Life
11.2006 - 06.2012
BBA - Business Administration
Milpark
04.2001 -
No Degree - Management Program
Mckinsey
04.2001 -
NQF 5/120 FAIS Credits - Wealth Management
Milpark
04.2001 -
Sales Consultant
AIG Life
2 2005 - 10.2006
Johannesburg Secondary School
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