Menzi Chamane

A proactive and results-driven Operations Leader with 7 years of experience in financial services, specialising in fraud risk management, customer service operations, and new business processing. Proven ability to lead cross-functional teams, improve operational efficiency, and ensure compliance with regulatory frameworks. Experienced in using data-driven strategies to reduce fraud losses, enhance customer experience, and meet key performance targets.

Fraud Operations Team Leader at RCS BNP Paribas Group (2022-10 – 2023-05)

• Led a team of 15 fraud administrators to prevent, detect, and resolve fraud incidents.
• Reduced fraud losses by meeting monthly prevention and detection targets.
• Monitored live queues to ensure SLA compliance for inbound fraud alerts.
• Handled internal and external fraud-related escalations and complaints.
• Prepared and presented weekly performance reports to senior management.
• Trained new recruits on fraud risk management processes and systems.
• Implemented internal risk controls to strengthen operational integrity.

Customer Service Team Leader (Edcon Campaign) at RCS BNP Paribas Group (2020-05 – 2022-10)

• Managed a team of 15 customer service agents during the migration of Edcon accounts.
• Improved efficiency by monitoring AHT, adherence, and after-call work.
• Resolved complex queries related to refunds, payments, and account statements.
• Applied HR and IR policies to address performance and absenteeism.
• Delivered coaching and performance feedback to achieve KPIs.

Income Verification Team Leader (New Business) at RCS BNP Paribas Group (2016-01 – 2020-05)

• Established and led a new income verification unit in response to NCA regulations.
• Designed processes for verifying income via payslips and bank statements.
• Ensured timely processing of credit applications in line with SLA requirements.
• Maintained quality assurance and compliance through structured coaching.

New Business Consultant at RCS BNP Paribas Group (2012-10 – 2015-12)

• Processed new credit applications and conducted income verification.
• Performed employment checks via HR and payroll departments.
• Managed inbound calls and outbound follow-ups for missing documentation.
• Consistently met daily targets for application processing.

Outbound Sales Agent at Sell Direct Marketing (2011-11 – 2012-06)

• Sold mobile contracts on outbound campaigns for 8ta and Auto Page.

Sales Representative at Radiant Marketing (2008-04 – 2011-10)

• Conducted direct sales and marketing for Virgin Mobile, Edcon, and Woolworths.
• Trained new recruits and organised promotional events.

Short Course in Operations Management – University of Cape Town (2023-08)

National Senior Certificate in Matric – Hillcrest High School, Durban (2003)