Caroline Seleme
Head of Operations | Operations Director | VP Operations
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About
Commercially driven and strategically focused Senior Operations Leader with over 15 years of leadership experience across Banking, Financial Services, Telecommunications, and BPO environments. Proven success leading large-scale operations, regulatory compliance programs, customer experience initiatives, and commercial performance strategies. Currently accountable for 205 employees and 10 FLMs across KYC Outreach and FEW banking operations.
Experience
KYC Operations Manager | Multi-Campaign Lead – KYC Outreach & FEW at Genpact (Present)
Span of Control: 205 Employees | 10 FLMs. Lead end-to-end operations across KYC Outreach and FEW campaigns, driving compliance, customer experience, performance management, workforce planning, risk governance, and executive reporting.
- Lead QA, AHT, RSAT, productivity, adherence, and compliance performance.
- Drive regulatory compliance and audit readiness.
- Manage workforce planning, forecasting, attrition, and absenteeism.
- Develop FLM capability and succession pipelines.
- Deliver executive-level operational reporting and business reviews.
- Lead engagement, recognition, and retention initiatives.
Enterprise Leadership – Chairperson, Genpact GenFest Initiatives at Genpact
- Lead cross-functional initiatives involving Coca-Cola, Walmart, and NTT simulations.
- Provide governance oversight and stakeholder alignment.
- Facilitate strategic discussions and operational excellence initiatives.
Sales Manager at Talksure (2023-12 – 2024-10)
Led B2B financial sales operations, stakeholder engagement, and revenue growth initiatives.
Sales Manager at I Talk / MTN (2022-02 – 2023-05)
Managed 90 employees and 7 Team Leaders, delivering 2,500+ annual sales.
Sales Manager at A1 Financial Services / Vodacom (2020-05 – 2022-03)
Managed sales operations, compliance, and performance improvement programs.
Sales Team Leader at Altron (2019-06 – 2020-05)
Led outbound sales teams and performance coaching initiatives.
Operational Manager at ABSA (2012-08 – 2017-09)
Led large-scale banking operations with accountability for service, compliance, and profitability.
Sales Team Leader at Bayport Financial Services (2010-06 – 2012-06)
Managed contact centre performance and coaching programs.
Sales Consultant at Cell C (2007-03 – 2010-05)
Delivered high-volume customer service and sales performance.
Education
Matric – Tsogo High School
Wealth Management – Moonstone Business School
