Anisa Wessels

Customer Operations and Operational Architecture Executive with nearly 20 years of experience designing and scaling complex service organisations across FinTech, BPO, SaaS, and digital-first environments. I lead enterprise customer operations with a strong focus on operating model design, AI-enabled support, automation frameworks, and omni-channel service architecture. My work translates business and product strategy into practical, scalable operational systems — including workflow engineering, intelligent routing, KPI ecosystems, and execution governance — delivered in close partnership with Engineering, Product, Analytics, and Risk teams.

I leverage AI copilots, low-code/no-code tooling, automation platforms, and modern "vibe coding" approaches to rapidly prototype and operationalise customer support workflows, internal tools, and analytics, accelerating time-to-value while maintaining governance and compliance. I am known for building high-performing, data-driven operations that improve CX, stabilise service delivery, and reduce cost-to-serve at scale.

Head of Customer Operations at SOLmate (SOLEcosystem) (2024-12 – Present)

Responsible for end-to-end customer operations, operational architecture, and digital service delivery across SOLmate's eWallet, Card, SFX International Transfers, vouchers, and omni-channel support environment.

• Designed the full operational architecture for SOLmate, covering workflow engineering, system logic, automation layers, escalation models, workforce design, and performance governance.
• Built SOLmate's AI-enabled support ecosystem, including AI agent flows, automation rules, intelligent routing, NLP macros, tagging architecture, and SLA-driven email workflows.
• Engineered complex technical workflows (verification, risk scoring, fraud triggers, card/wallet logic, SFX pipelines, dispute handling) in close collaboration with Engineering and Product teams.
• Re-designed end-to-end customer journeys across chat, email, WhatsApp, Facebook, and outbound support to reduce friction and stabilise service levels.
• Developed a comprehensive KPI and analytics framework (CSAT, FCR, utilisation, adherence, reopen rate, escalation rate) supported by dashboards and forecasting models.
• Built training, QA, knowledge, and coaching frameworks to support consistent service delivery and scale.
• Partnered cross-functionally with Product, Marketing, Risk, and Engineering on lifecycle optimisation, feature launches, and customer-led improvements.

Head of Customer Operations (500-Seat Environment) at Mukuru (2018-09 – 2024-01)

Led one of Africa's largest FinTech customer service organisations — a 500-seat, multi-country, multi-channel operation supporting payments, remittances, verification, fraud, disputes, and second-line support.

• Architected the enterprise operating model for a high-volume, regulated, multi-channel service environment.
• Led large-scale digital transformation initiatives, including CRM redesign, automation frameworks, routing strategies, tagging logic, and operational intelligence.
• Built and led the Voice of Customer (VOC) function, supplying actionable insights to Product, Risk, Compliance, Marketing, and Engineering teams.
• Designed and implemented enterprise KPI systems, QA frameworks, SLA governance, workforce models, escalation hierarchies, and operational cadence.
• Delivered sustained improvements in CSAT, FCR, SLA stability, churn reduction, and cost-to-serve.
• Successfully executed a multi-country remote operations transition during COVID-19.

Senior Operations Executive (COO Function) at TCX BPO (2024-06 – 2024-11)

Oversaw multi-company operations across BPO delivery, field sales, quality, workforce management, HR, learning & development, and CSI initiatives.

• Designed operating models and governance frameworks across multiple business units.
• Directed performance management, cost optimisation, budgeting, and forecasting.
• Implemented training academies, QA standards, reporting frameworks, and incentive structures.
• Provided strategic execution leadership and operational stabilisation.

Account Manager & Global Programme Lead at GVI (2017-01 – 2017-12)

Managed global volunteer operations and international programme delivery.

Senior Operations Manager at GMS (2013-01 – 2016-12)

Owned end-to-end service delivery, workforce management, QA, reporting, and CX optimisation across high-volume operations.

Customer Services Manager at GMS (2010-01 – 2012-12)

Built service excellence frameworks including QA, VOC, escalation models, scripting, and performance management.

Higher Certificate in Management – Milpark

Diploma in Advertising Management – Varsity College