Elvin Kruger

I specialise in building the structural stability businesses need to scale without the noise. My focus is identifying the root causes of recurring friction and translating complex, messy challenges into practical, executable solutions - enabling businesses to grow with confidence through clear decision support and operational clarity.

I joined Two Three Bird as one of its first three employees. Over nine years, I have grown alongside the business as it scaled to 100 people across six countries - building the operational infrastructure, systems, teams, and governance frameworks that made that growth possible. That experience has given me an unusually broad view of what it takes to build a business that works at scale, not just what it takes to run one.

I work across business performance, operational infrastructure, risk and compliance, people leadership, and technology innovation. I am most effective navigating the ambiguity of cross-functional initiatives or resolving systemic issues that performance monitoring alone cannot fix - stepping into functional leadership across regions and teams when clarity and structure are needed most.

I build high-functioning teams where ownership and accountability are high and the capability to work autonomously is built in from the start. I naturally see systems where others see noise - connecting what isn't obviously connected and cutting through complexity to what actually matters. That's not something I apply to the work. It's how I approach everything.

Business Performance Leader at Two Three Bird (2024-05 – Present)

Lead cross-functional initiatives to identify operational friction, improve business performance, and deliver measurable outcomes across multiple functions spanning six countries.

• Acting Head of Client Services for the US regional team (4 people) - restructured the team for operational efficiency, improved performance culture, and established clear accountability frameworks.
• Designed and built a multi-region claims administration platform for the group using HubSpot, Make, and Wise - processing approximately 4,000 specialist bicycle claims annually across three markets.
• Restructured outbound call centre operations across 35 agents and 8 white-label brands spanning the UK, US, and Australia - standardising metrics, SOPs, and training material to maintain CPA targets.
• Led a comprehensive operational audit of a newly acquired UK business, covering keyman dependency, system infrastructure, legacy technology, all customer-facing processes, and compliance requirements.
• Architected and deployed AI-enabled automation across customer service - reducing live chat handling by ~60%, improving owner verification handling time by over 200%, and reducing claims payment processing time by ~60%.

Global Operations Leader at Two Three Bird (2021-07 – 2024-05)

Managed multi-region operational teams across the UK, US, and Australia, ensuring alignment with business objectives and delivering improvements in efficiency, quality, and customer satisfaction as the business scaled from a small team to over 60 people.

• Acting Head of Claims for the UK team (6 people) - enhanced team performance, maintained SLA levels, and stabilised operations during a period of significant growth.
• Automated legacy debt collection processes, replacing manual workflows with integrated digital solutions across HubSpot, Make, and Stripe.
• Led data-driven restructuring of outbound call centre performance metrics across 35 agents and 8 white-label brands.
• Served as Data Privacy Officer for the group - standardising GDPR and UK data privacy compliance across four business units and four regions.
• Drove knowledge transfer, leadership development, and capability building across regional operations teams spanning the UK, US, Australia, and South Africa.

Technical and Operational Support at Two Three Bird (2019-09 – 2021-07)

Provided operational and technical expertise to optimise workflows, resolve complex operational challenges, and improve productivity across functions.

Team Lead at Two Three Bird (2018-10 – 2019-09)

• Led recovery and liability claims management, providing technical and operational support to the claims team.
• Drove training and development of customer service and claims consultants.
• Managed customer complaints, identifying root causes and implementing lasting resolutions.

Customer Service and Claims Consultant at Two Three Bird (2017-02 – 2018-09)

• Managed incoming insurance claims, administered policy terms, and delivered in-depth product knowledge and client support.

Store Manager at Zululand Cycles (2013-04 – 2016-12)

• Managed daily operations of a retail business, overseeing staff performance, inventory control, supplier relationships, and sales strategy.

Sales Representative at Zululand Cycles (2011-07 – 2013-03)

• Managed stock, purchase orders, customer support, and sales operations.

Higher Certificate in Short Term Insurance in Short Term Insurance – Milpark (2020)

Grade 12 – Intec College (2010)

IGCSE (Extended Level) – Cambridge (2007)