Head: Operations Manager

Position Held: Head: Operations Manager

Industry: BPO

Name Of Employer: Old Mutual - Motorvaps & Motor Plan Direct

Period Of Employment: Jan 2018 – Aug 2018

Reference: Irma Straus (+27) 64 755 6243

General Operations:

• Proactively identified new business or sales opportunities and effectively market the products and services to ensure business growth.

• Drive sales and service of insurance and non-insurance products.

• Communicate and setting clear expectations on targets and required outcomes for all divisions.

• Managed channel call centres as profit centres, ensuring the appropriate balance of products are sold.

• Managed and supervised staff through effective performance appraisals, handling of disciplinary issues, and attendance monitoring.

• Conduct manager and team leader reviews and ensured that policies, procedures and company values are adhered to in all departments, and that there is compliance to all processes for audit purposes and deal proactively with any non-compliance.

• Ensured that consultants are properly trained and internal capabilities are developed through the identification of talent, ongoing informal and formal coaching and mentoring and the structuring of effective development plans focused on both sales and soft skills.

• Planed and monitored daily activities and progress to identify any impact on targets and productivity and ensure all operations run smoothly and efficiently.

• Maintained call centre operations through effective expense and cost management in support of profitability.

• Ensured that all human resources, systems and equipment are in place, functional and comply with the company identity to promote professionalism and efficiency of all divisions.

• Ensured a superior customer service and client centric behaviour through resolving client queries and complaints promptly, professionally and effectively.

• Managed relationships with internal & external stakeholders and effectively managed the referral process between business units.

Call Centre Technical Operations:

• CIMS & Workpool development.

• System maintenance and report building.

• Bulk SMS communications.

• Call queue setup and management.

• OCS management.

Call Centre Staff Management:

• Staff recruitment, interviews and appointments.

• Product training and knowledge evaluations.

• Disciplinary processes and hearings.

• Performance management and KPI’s.

• SLA management.

Reports:

200+ x Channel call centres.

50 x Call Centre Agents, internal call centre.

20 x Client Service Agents.

8 x Administrators.

6 x Quality Assessors

5 x Underwriters

5 x Claims Consultants

2 x Marketing Consultants

1 x Reception

1 x Social Media & Complaints Consultant

Reason for leaving: Relocated